My mom and I were in Lubbock on Mother's Day weekend, 2011. On Saturday night, we stayed at the Days Inn on Avenue A. All the reviews for the hotel looked great and so we were expecting a very pleasant stay.
We didn't inspect the room too carefully because it looked so fresh, clean, and new. We had to be up early to get my mom to the airport at 8:30 on Sunday morning, and so we awoke around 6:30 AM. As I was about to get out of bed, I noticed a small bug crawling on the sheets. My mom instinctively squished it, and it was full of bright red blood. We both started suspecting it was a bed bug. I used my laptop to find images of bed bugs and confirmed our fears. We dressed and packed quickly and headed to the front desk, with the squished pieces of bed bug in a folded piece of paper to show the desk clerk. I showed this and explained the situation (very politely and calmly) to the clerk. He said that there wasn't a manager in the building but that he would let them know. We had breakfast and went back to the room, where I removed the sheets from the mattress I'd slept on and pulled it back from the wall, finding at least 3 more of the same small bugs crawling in the seams of the mattress near the head board. I collected a live bug in a tissue and offered to show this to the desk clerk as we checked out, but he didn't want to see the bug. If we hadn't been in a hurry to get to the airport, I should have taken time to photograph the bugs and perhaps insist that the clerk return with me to see the bugs in the room. But we didn't have time and we left.
After a stop at the airport and a long drive home, and a lot of time spent showering and washing my belongings in hot water, I attempted to email the hotel manager using an email address printed on my check-out receipt. This email bounced back, and so I called the hotel and asked to speak to a manager. I was again told that there was no manager in the building, but the employee who answered the phone seemed much more concerned than the morning clerk and promised that a manager would call me around 9 AM the next day and that an exterminator would be contacted to inspect the room.
I did not receive a phone call the next day, and so I called the hotel again, Monday night. I asked to speak to a manager. Again, I was told there was no manager on duty but my information was collected and I was told I would be contacted on Tuesday. I didn't receive a phone call on Tuesday, so I called again on Tuesday night, asking to speak to a manager. I was told that there would not be a manager at the hotel for the entire week. I asked about whether anything had been done with regards to my report of bugs in my bed. The employee said that the exterminator had checked the room and had not found any bugs. I asked that they still have a manager contact me and, again, they collected my contact info and promised to pass it on to the manager right away. After not hearing from anyone by mid-day on Wednesday, I decided to contact Days Inn's corporate office using the form on their website. At this point, I was just as irritated about being ignored as anything else... I wanted to know that my concern was being taken seriously. I never requested a refund, only to know that something was being done to prevent others from having to sleep with bugs.
It is now a week later and I have not heard from the hotel, have not been able to speak with a manager, and have not been contacted by phone or email by Days Inn corporate. In the letter I wrote to Days Inn corporate, I explained that if I could not get anyone at the hotel or chain management level to contact me to at least discuss my concern, I would be posting my experience on websites to let others know about the incredibly poor customer service I've received, and the very real possibility that there is an un-treated infestation of bedbugs at this location.
- Official Description (provided by the hotel):
- We have recently undergone a complete remodel of the hotel. We offer 80 rooms of single King and double Queen type rooms. We also have 8 King whirlpool suites included in the 80 rooms offering. A free Daybreak breakfast, indoor pool and business center are just a few of the amenities that will compliment your stay. If you have stayed at the Days Inn South before we invite you to come and see our upgrades. You will be pleasantly surprised. We offer smoking rooms and we are pet friendly so bring the entire family. ... more less
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- Also Known As:
- Days Inn Lubbock South Hotel Lubbock
- Lubbock Days Inn