I was on a press trip here, so I did not choose the hotel, which seemed perfectly fine for what it is.
However, after my first night, I woke up with bug bites and at first I thought they were mosquitoes, but I started asking around, and no one else had been bitten. Adiitionally, I had not seen any mosquitoes during my stay. The next day I woke up with even more bites--red, swollen, itchy things all over the areas of my body that had been exposed during my sleep--arms, feet, hands.
I asked to be moved to another hotel, and my request was complied with.
When I asked to do my laundry at the hotel the following day free of charge, I was rebuked. The woman working at the front desk was extremely rude and belligerent, and when I asked to speak to the GM she told me he was sleeping. She took down my number and said he'd call me, but I haven't heard a thing from him.
These things happen, and I understand that. It's an unfortunate problem in hotel rooms and apartment buildings. I don't blame management or the hotel or the housekeepers, but I am completely floored at the way my situation was handled.
All I wanted was a new suitcase and clean laundered clothes paid for by the hotel, and so far, I have heard nothing.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Your group’s rooms were arranged through the Roanoke Valley Convention and Visitors Bureau and were complimentary rooms from the hotel and the two neighboring hotels owned by our company.
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You checked into the hotel on Wednesday, October 16 and made no mention to anyone at the hotel about your suspicions of bed bugs until Friday evening. We then immediately offered you a room at our nearby Best Western per your request. Saturday morning you returned to the MainStay Suites and demanded money ($200.00) from the desk staff to wash your clothes and purchase a new suit case. This request was referred to the General Manager who was at his residence still sleeping from working extremely late the night before. Coincidentally, he was the gentleman that spoke with you Friday night and arranged for your other room.
The room you occupied at the MainStay Suites was immediately taken out of order on Friday evening and inspected by two members of our housekeeping staff on Saturday morning. No evidence of bed bugs was found by either staff member. The General Manager returned to the property Saturday after lunch and inspected the room as well and he also verified there was no evidence of bed bugs. The room has remained out of service and inspected twice daily to date and no one has seen any sign or evidence of bed bugs.
The owner called you Monday morning and spoke with you by cell phone. He informed you he would turn the matter over to our insurance company for follow-up. Since there is no evidence of any bed bugs in the room, it is entirely inappropriate for us to pay you the $200.00 cash as you demanded. You have yet to visit a doctor to verify or deny your bites were bed bugs. As I understand, the group you traveled with attended a couple of outdoor events, so other insects could be responsible for the bites.
We in the hospitality business take this bed bug outbreak very seriously. Just because they are called “bed” bugs does not mean that is the only place you can come in contact with them. They are in many areas of the community included city buses and taxis, airplanes, department stores, theaters, colleges, public housing, and even hospitals. There are many other areas in our daily lives that we could come in contact with these insects and don’t even know it. It is quite possible through your travels from New York, you could have come in contact with bed bugs and carried them with you. As hoteliers, we are as much a victim as anyone because we are assumed to be the major cause of spreading these inspects. In actuality, we are as much a victim as anyone. Anytime there is a report of bed bug suspicion, we immediately block the room. If treatment is necessary, we lose the revenue for the rental of the room as well as the cost of extermination.
Since there is no evidence of bed bugs as you imply with your TripAdvisor review, I consider your comments to be slander and I am considering seeking legal advice. We, as a company have gone out of our way to accommodate you with another room at our nearby hotel. It is also my understanding that along with the Roanoke Valley Convention and Visitors Bureau, it was decided that you would return home early and not remain a part of the travel writers that were invited to the Roanoke Valley.
If any of our future guests would like to know more about this false review, you may feel free to contact me as I would be happy to discuss this further.
VP of Operations
Dominion Lodging, Inc.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.