Visited this hotel and room (235) in Dec. 2010 in preparation for my wife's surgery at Presbyterian. Good location, good room, nice people. Arrived Feb. 27, went to bed. Next day, hot tub. Early rise following morning to hospital I noticed an irritation on my chest. Thought it was the chemicals in the tub. Next three days were a blur of hospitals, few hours sleep at the hotel, meeting with the surgeon at dawn. Rough times. Finally, when the itching kept getting worse, I asked one of my wife's nurses to look at my chest. 'Bug bites', she said. Impossible, I thought. Not at the HIE! By Friday morning at 4am I knew that I had to do something and I couldn't risk bringing my wife back to the the room I was in. I railed at the front desk people showing them my bites and they moved me to 221, another handicap room. My bites continued to get worse but I had my wife as a priority so I toughed it out, got her out of the hospital, and prepped to drive back to Silver City. We asked to speak with the franchise owner, Molly Judd, but she stood us up. The Guest Services manager was useless and implied that it was just my imagination. The cleaning help didn't find anything and why didn't I move earlier? Her version of professional courtesy.
We've been loyal HIE people for while, Priority Club members, all that. Never had a problem and would never expect to have one, especially a problem with bed bugs. This was a great disappointment and could have been a medical tragedy for my wife with bed bugs in an open wound. This has become an epidemic problem in some northern states but I never suspected it here in the Southwest, but I guess it can happen anywhere to anybody. Nothing personal, but skip this hotel until it gets a clean bill of mental and physical health. I would still support HIE as a chain but this kind of treatment of loyal customers cannot and should not be tolerated.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I would like to thank you for taking the time to review our property.
Report response as inappropriate
Although your review cannot be edited after its posting I am glad that after
our telephone conversation you feel that we are genuinely concerned for our
guests as well as their safety and comfort. Your belief that we immediately
and aggressively addressed your concerns is of the utmost importance to me.
As we discussed on the phone I would like to assure you, and all of our
guests, that we have fully addressed the concern of bed bugs in our guest
rooms. As we take our guests' health and safety very seriously we decided
it would be best to have an inspection performed by two separate, licensed
pest control companies. Neither company that inspected the room found any
signs of bed bugs anywhere in the room and we are prepared to share this
information with any of our valued guests as confirmation. Despite this
clean bill of health we had the room treated nonetheless to ensure that our
guests continue to enjoy the security of knowing that they are safe in our
I am always pleased to read positive reviews about our property but this
review and your concerns gave me the unique opportunity to be reminded that
the concern of bed bugs is very real to our guests. Please rest assured
that we will continue to uphold the highest standards of cleanliness and
safety to ensure that all of our guests have nothing but the highest level
of satisfaction when leaving our property! Should you or any of our other
valued guests have any further questions or concerns please contact me as it
will be my pleasure to speak to you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.