We checked in and were initially really pleased with our choice, it seemed like a lovely hotel and David the guy on reception, was really helpful. During the night I woke up and felt really itchy I'd been bitten by insects and couldnt get back to sleep, then I felt something move on my face.
I thought it might be a spider so went to brush it off but it was bug like. I dashed to the bathroom and turned the light on and what I held looked like a little bug. I'd never seen a bed bug in real life but I'd seen pictures. I threw it into the sink and squashed it, it was full of my blood!
I went back to the bedroom and turned the light on there were another 2 bugs easily findable in the sheets (also threw into the sink).
My bug hunting woke up my husband who then also was hunting, we found another 2 bugs then decided it was too horrible and after killing them in the sink we both took a shower feeling complely grossed out.
When we went downstairs the lady on the front desk was really rude. She said that they don't have problems like this and IF there were bugs they were probably brought in by foreign guests....
She said that their normal process was to fumigate the room and the two rooms either side and that she wouldn't be giving us a refund as we'd booked through Hotels.com so we had to take it up with them.
She finally seemed to notice my accent and asked where I was from. When I said I was British, instead of apologizing for her earlier remark she said we may have brought the bed bugs with us!!!!
Naturally I got quite upset with this and said I found her remark both inappropriate and offensive.
Both myself and my husband had bites all over our bodies (in the end I counted 32 bites) and I pointed out we were on our 3rd hotel of the trip and had had no problems at any of the other hotels.
She apologized but still offered no assistance.
As we said we didn't want to go back to a room that was infested with bugs did they have another room, she offered the room next door.
I refused that room as she'd already explained (via their fumigation process) that that was also likely to contain bugs. This elicited the response that she didn't want us to spread the bugs to other rooms.
She provided the worst most offensive customer service I have ever experienced in an American hotel chain.
As we couldn't get another room we ended up leaving the hotel in the very early hours and driving while tired.
I tend to react to insect bites so was lucky enough to have a small tube of bite cream. Once the Pharmacies were likely to be open we stopped off and bought extra supplies (allergy tablets more cream etc).
We also called the hotel and spoke to the general manager Lisa. She was very courteous and apologized for events that had happened and explained that an investigation was already underway and that the hotel had refunded our stay to Hotels.com (and what to do next).
She said to let her know if we had any problems with the refund and she'd do her best to help.
Later in the day she called back (as promised) and confirmed the room had indeed had bed bugs and it was being treated (as were others as a precaution).
Lisa was a credit to the hotel and I have every faith that she will retrain the overnight clerk so no one else has to face the sort of service we received.
All in all had it not been for the bedbugs and how we were treated by the overnight clerk this hotel would probably have been a 4 or 5 rating (those kind of bugs can happen anywhere).
I have no doubt that Lisa will ensure that the higher reviews continue to flow and that this will become a blip on their otherwise excellent record.