We had BED BUGS in our room! My girlfriend, parents, grandparents, sister and her fiance stayed at this hotel the night of May 19th 2011. My mom made our reservations as we were all going to my sister's graduation from Medical School the next morning. To start, my mom had made reservations for 2 rooms, each with king beds, for her and my dad and me and my girlfriend, and they only had one room with a king bed. The other room had two double beds. My girlfriend and I took the room with the two double beds (room 513). It was 9:38 when we checked in and my girlfriend and I were exhausted. We hadn't eaten yet so we ordered room service (the food was mediocre), and went to bed each in our own bed as a double was too small for both of us. We had to get up early in the morning to go to my sisters graduation, so we got ready and left. We got a late checkout so we could come back to our room and get our bags before leaving. When we got back to our hotel I noticed some blood on my girlfriends bed. I didn't see any cuts on her and I pulled back the sheets and saw 4 reddish bugs. I looked at them and knew they were bed bugs. The blood must have come from her rolling over one at night and smushing one. I started looking around the room and noticed some behind her bed and mine and killed them. Needless to say we were both freaked out. I called the guest services and told them what I had found and they sent someone up. He confirmed that they were bed bugs and called the front office manger Markus [---]. He came to our room and said we needed to speak with him and get a report filed since this would now be an insurance matter. We gave him our information and the story I basically just described, and he said after the "experts" come in to analyze the matter we will be contacted. After all of this we requested that our room be refuned as it was $175 A NIGHT, but he said he could not do that. He gave us the general manager's name, Mark [---], who never contacted us to at least appologize for the experience which I consider bad business especially since we still had to pay for the night. I really hope neither of us brought any of these bugs home with us, or our troubles with this experience are just beginning. MY ADVICE TO EVERYONE IS TO STAY AWAY FROM THIS HOTEL. THERE ARE OTHER CHOICES IN THE AREA.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Trip Advisor,
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As you may be aware through news and other media resources Bed Bug incidents are nation wide on the rise and not only in the hospitality industry but also private residences. And even though there are many theories about how a bed bug manifestation occurs and how to prevent it, it seems common that the manifestation is imported by outside sources that may not be aware of the “unwanted travel partner” inside the luggage or other items. So far we were not impacted by this “unfortunate challenge” at our hotel. And once we learned of the situation we had instantly sealed off the room and had it treated by a specialist, who also inspected other rooms as a precaution and we were excited to learn that this was an isolated occurrence. We certainly do not favor that the reviewer had this experience and were doing everything possible within our area of opportunity at the time to assist the party, which unfortunately was limited to taking the report and exchanging information, as the party was also under some time restrains. As part of the ongoing claim we are not able to make any detailed statements towards the final closure of this situation. The names mentioned were provided as points of contact, should the regarding party not hear from the insurance company in a timely manner or have any further questions or concerns regarding the claim and it was not indicated that we would contact the guest directly as it would be an infraction with the insurance investigation and regulations. Please be assured that we are doing everything within our power to ensure to prevent any occurrences in the future by preventive inspections by a specialist and other pro active measurements and procedures.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.