BED BUGS & VERY Poor Management Response…read more
My husband, our 2-year-old daughter, and I stayed here for a wedding from 9/19-9/21. My sister and her boyfriend stayed in the room across the hall. I'm sharing our direct experience so others can make an informed decision.
The first night was uneventful, though our room had a strange smell and didn't feel very clean. We stayed because of the wedding.
The night after we checked out, I found multiple bites all over my daughter's back. They became swollen and painful enough that she needed steroids. Around the same time, my sister--who was still in her room--found a live bug. She physically brought it to the front desk, and staff saw it and acknowledged it was a bug. I later noticed I also had several bites on my chest.
We immediately began trying to reach the manager, Sanjay. For weeks, neither my sister nor I could get a call back. Staff repeatedly told us he was out of town. I finally reached him well over two weeks later.
When we finally spoke, I felt he was dismissive and unprofessional, even when discussing our toddler's medical treatment. He refused a full refund--in fact, we never received any refund at all--despite the situation and the expenses we paid afterward (medical, hot-drying/ruining clothes, and hiring a detection dog to check our home and car). He also asked for my daughter's medical records, which I was not comfortable providing due to privacy.
My husband later called, and that conversation also became extremely defensive. The manager claimed the bug my sister brought to the front desk was "a wood chip," even though she had watched it moving and the staff had already seen it and agreed with it being a bed bug. He repeatedly referred to my husband as "your lawyer husband," which came across as rude and unprofessional.
I was also told that the health department had been contacted. When I called them myself, I was told they were not and haven't been notified at that time (this was nearly a MONTH later). They eventually checked only the rooms we stayed in--and that was about a month after our stay. When I spoke to Tammy the employee at the desk 3 days later, they had no record of any issue and the room was still open... which is highly concerning.
At that point, we refused further direct communication with the manager and worked only through corporate. Even corporate staff expressed they were surprised that a refund hadn't been offered. Instead, we were eventually told we were placed on a "do not stay" list. Honestly, that's fine--after this experience, I would never return.
This situation cost our family close to $1,000, not including the stress and worry over our toddler's reaction to the bites. And we never received any refund of any kind.
I waited to write this until I had cooled down so I could be clear and factual. I can only speak to our firsthand experience, but based on that experience, I personally would not stay here again and strongly encourage others to use caution.
I see another recent review also stated bed bugs were found (and that was not from my sister or her boyfriend), so we are not the only ones experiencing this. Please use caution when staying.
