Stayed at the above location on May 19, 2012.
Once I arrived to the room, I only dropped my things off and headed out to the mall then to dinner. I returned to the room at about 1130pm. Once there I used the bathroom. The toilet stated to run from behind so there was a pudding of standing water on the floor. I needed some extra bedding and went to call the front desk but the phone did not work. I did not make a big deal of either of those minor things however when I pulled the cover back and saw the bed bugs I was disgusted. I immediately went to the front desk for a refund as I was not about to transfer bed bugs from the hotel to my home. On my way up with the front desk attended he stated they has problems with bed bugs. He stated they came from the people of “Indian decent”. He taped the bug to a piece of paper and wrote a letter for the manager to read in Monday morning. I was surprised that there was no policy in place for a situation like mine when the hotel is obviously aware of. I left the hotel and had to find another location or driver back home at midnight. I took a towel and laid it on my car seat and when I got to the second hotel that night, I immediately threw my clothes away.
I called the hotel Monday morning and left a voicemail with the manager. My husband also called and left 2 voicemails. I was very surprised the manager did not call me as he was in at 9am and I did not called until after 11pm. I called back and the front desk attendant told me a refund was issued to my card. The manager never called me, emailed me or wrote me an apology. My husband spoke with him around 3pm, still no apology, and said it was a baby cockroach and that the bug was dead. Like a cockroach is better than a bed bug. Also I have pictures and took a video of a VERY alive bug. I had future reservation with the extended stay and I needed to make this a month trip however this situation has spoiled my opinion of the hotel. Everything would have been find has the manager just apologies, instead he blew me off.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to make us aware of your experience. Providing for your total satisfaction, from the moment you arrive to the moment you depart, is my staff's primary duty. Hearing that we failed in your case is truly disheartening, and for that, I offer you my sincerest apology.
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Please understand that we maintain strict quality control standards, which demand that every room is inspected prior to making it available to our guests. Clearly there was a failure in our system during your stay. In response to your comments, I’ve personally met with all of our staff and used your review to demonstrate in which specific areas we can improve. Our management team also worked with our pest control company to ensure the bug you found was a ladybug, not a bed bug. I sincerely apologize for any insect in your room but wanted to assure you it was indeed not a bed bug. In addition, after speaking with both managers, it appears your husband did speak with both the General Manager and Assistant General Manager. We also refunded your credit card for your stay due to the inconvenience.
Let me assure you that your experience is certainly not typical, and that we have put in place measures to ensure that the type of stay you had won't be repeated. Again, I apologize and promise you that we are committed to your total satisfaction. If there is anything you would like to discuss further with me or our guest relations team, please don't hesitate to contact us by visiting our website and clicking on the Contact Us link at the bottom of the page.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.