After driving 3 hours to reach your location, we checked in. Within approximately 30-60 minutes, we saw a bed bug. We took a picture, enlarged it and brought the bug and the picture to the front desk. We requested to check out and be refunded for our reservation. Although your staff offered to move us to a different room, this was unreasonable because we had already learned that there are bed bugs in your hotel and it made us feel uncomfortable.
We are aware that your staff on duty, Tatyana and Jennifer, contacted you to authorize a refund. However, none was given, pending “an investigation”. Since we presented the bed bug, we don’t understand what investigation is needed and why we were not immediately refunded. We didn’t cancel the reservation, we showed up for it and we were met with substandard conditions in your hotel that could result in our having an infestation in our home.
We asked to speak with you directly but your staff refused to call you back. They tried to say perhaps it was just a tick, as if somehow that does not reflect substandard cleaning. We left the hotel and tried to find alternate sleeping arrangements. Just for context, we drove from your hotel to a Hilton, and the front desk said they were full, but nonetheless, they immediately starting calling local hotels to try to help us find a room. We could not find alternate sleeping arrangements.
We had to drive hours back home Days later.We were issued a refund of half we wanted a total refund...