Complaints

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get in touch with a manager since the room was paid for and their is no one to contact! There was never a manager on the premises the whole time, which to me is very unsafe! I checked into you hotel Wednesday, June 28th, 2023 which has been a nightmare! I checked in when my flight landed at 11pm to the Best Western Windsor Inn in ***********, and didnt even stay in that infested room not even 2 hours! I noticed bugs on the bed and Ive never seen these type of little bugs ever, definitely ruined my birthday week, I took a video/picture of these little bugs and besically came down to front desk to state the issue and show them what was in the room. The front desk person basically gave me another room, with no concern, I guess they were nonchalant because they know about this or something because they basically brushed it off. So I go to check out the other room because now Im very weary due to the first room being infested. So now we go in the second room and there was a couple roaches crawling up the wallnow Im pissed! I only wanted a nice clean room for my birthday and this is the hassle I get! I only asked that they change the room due to bedbugs or whatever those bugs were. I didnt even stay in the room! I had to rebook a whole other room somewhere else and come out of more money due to this inconvenience! I was told by front desk that I wouldnt be charged for the rest of the days because I didnt even stay the rest of the time! Truthfully I should even be charged for that day because I didnt even stay in there not even two hours due to those bugs! This is definitely ridiculous and horrible and the hotel really needs to look into getting someone to exterminate! I have not been compensated for this inconvenience! I only have came out of more money for this inconvenience!

  Business response

  07/21/2023

  Upon investigation, the next day our maintenance team went to search for the supposed bed bugs, with no activity found. When the guest came to the front desk after the two hours, front desk agent had checked the guest out with no charge. Therefore, the authorization for the room cost and the incidental deposit was released. We advised this information to the guest, however, once we release it from our system, it is now on the financial institution of the guest to release the funds. Timeframes vary from institution. Since this reservation was made with Expedia, the guest contacted them, and we were told by Expedia that they compensated the guest with ***** points to the travelers account and a $100 coupon was issued. See below for documentation where nothing was charged, and the reversal of the full amount was processed. We apologize for any inconvenience as comments such as this are not typical of our hotel, and we take them very seriously.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩