After the second night at the hotel I awoke with what appreared to be bug bites on my mid section and back. I mentioned it to my wife and she immediately said that she had killed a large bug crawling on her forehead in the night that she had saved on a towel she used to wipe it off with. She proceeded to show me the bug and it looked VERY similar to a bed bug. We took photos of the bug and bites and then proceeded to the front desk. Upon arrival I informed the front desk manager that we had a bug from our bed in room 216, which my wife brought still on the towel, and I raised my shirtI showing the bites on my lower left back. The front desk manager collected the bug and I photographed it next to a magnetic room key to represent scale. Initialy, the front desk manager, Angel, stated that she needed to contact her manager. She had one of the cleaning crew personnel look at the bug. They were all very quick to state that no one could be sure it was a bed bug. Clearly they had been coached previously to deny any possibility of infestations. Angel asked that we return after she had an opportunity to speak to her General Manager. My wife and I returned to the room to pack out and do a little closer inspection of the bed. I found what appeared to be two additional bugs, smaller than the first, attached to the matress cover pad on my side of the bed. I collected these in a cup to take back to the front desk manager. After completing the pack out we returned to the front desk. I presented the additional bugs to the front desk manager. The front desk manager, Angel, was appolgetic and stated that the room would be closed for inspection and possible treatment. I told her that the hotel should inform the guests of the large wedding party we were staying with because of risk to familes and small children. The hotel was accomodating to my wife and I and Angel was professional. Angel stated that someone from management would call us when they (upper management) had a positive identity on what the bugs were. Unless the bugs are sent to a specialists I am unsure how this can be confirmed professionaly and that does not ease my mind as to the bites and possible illnesses or infections they may cause. I would not recommend this hotel for a stay and it is unlikely that my wife and I will stay at a Holiday Inn Express again. I am also not convinced that other guests have/had been informed.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your feedback during your recent stay with us. We take pride in providing exceptional service and comfortable accommodations to all of our guests, and I apologize that your stay fell short of those expectations. As part of our commitment to provide our guests with a clean and safe hotel room, not only did we compensate you for the situation by taking care of your two night stay but we also have several safeguards in place to prevent insects from assailing our guests. The entire hotel, including guest rooms, lobby, breakfast area, and back of house receives routine preventative measures by a professional pest control company. Additionally, we have in place a comprehensive training program to teach all of our housekeeping staff how to spot the signs of insect presence in any of our rooms. Upon receipt of your complaint, we immediately shut down your room for further inspection by a licensed pest control professional. Most reports of bed bug infestations, while well-intentioned, do not yield any signs of an actual infestation. Per our policy, we shut down your room for percautionary treatment. We also had the canine unit come in and inspect the rooms adjacent to your room, both above and below your room as well as spot checked multiple other rooms throughout the hotel. The canine inspection did not find any signs of bed bug infestation, and we will gladly share this report with you or anyone if requested.
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Again, we apologize for the inconvenience you suffered during your stay due to this incident and because of our sincere commitment to the Hospitality Promise, we took care of the charges for the two nights you stayed with us. Thank you for your feedback. It is appreciated.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.