My Girlfriend, her friend and myself all stayed at this Courtyard earlier this year. All three of us slept in the room this evening. When we woke up all of us noticed small bite marks on different parts of our body. After getting a shower and getting into the car I slowly realized just how many bites I had on the drive back home. I was covered in bug bites. The bites were large and swollen on me and little concentrated red ones on my girlfriend. I checked my body when I got home and found 35+ bites on my scalp, eyelid, forehead, arms, legs, back, chest, and so on. Due to the severity of the bites and my swollen eye I went to the doctor who confirmed that these were bites and most likely bed bug bites due to the pattern of the bites and the location where I got them. I brought this to the manager’s attention at the hotel that proceeded to get the room checked for evidence; he called to tell me that they checked the room and did not find any trace of bedbugs. The manager I spoke with kept blaming it on bugs outside in the streets. I explained that we were no where else to get the bites and that when we entered the room no one had any bites and 8 hours later when we woke up all three of us had the same bites. I further explained that they could be fleas or something but something in the room bit all of us in an extreme manner. The manager was no help and was accusatory. I eventually got put in touch with a claims department who’s customer service was even worse than the manager at the hotel. I explained that I am a platinum member and have never filed a claim or made a formal complaint before and I stay in Marriott hotels over 200+ nights a year for 4 years now. I was still treated like a liar. No manager would ever show me proof that the room was checked and cleared of bed bugs. I forwarded the claims department photos of both my bites and my girlfriend’s bites along with a doctors bill and prescription bills for the visit after the hotel stay. I was refused any payment for my belongings that I discarded before getting back to my home. In the end Marriott treated me horrible. The management staff refused to pay for the bag that I had to throw out and the change of clothes that we threw out. I wanted my experience to be heard so that future customers can no what to expect from Marriott regarding their handling of a situation such as this. Keep in mind that I am a high level Platinum Elite member and this is how I was treated. Imagine if how they would treat someone with no status at this company.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
"Thank you for your review. I am the Assistant General Manager at the Courtyard. We have the greatest concern and respect for every guest’s experience and Marriott takes hotel hygiene and cleanliness very seriously. As a result, Marriott has established very strict standards of cleanliness for all hotels that either meet or exceed public health department regulations, including pest control. On a regular basis we have a licensed laboratory check our hotels for pest control, cleaning, sanitizing and food safety handling to insure the highest levels of cleanliness in our hotels. The latest assessment performed by this third party clears the hotel of pests. I can make it available to you in this special situation.
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We strive to have every guest leave with a positive impression of our city and hotel. I apologize that your stay and subsequent treatment did not meet your expectations and I would be happy to speak further with you about the issue. Please provide contact information privately or contact me directly at 504-581-9005 ext 4109.”
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.