Complaints

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a reservation to stay at the hotel from 9/2-9/4/23. The cost was $645.28 After driving 3 hours to reach the hotel, 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. The staff offered to move us to a different room, but since the hotel has bed bugs, this was an unreasonable solution. Staff on duty, ******* and ********, contacted the manager to authorize a refund. However, none was given, pending “an investigation”. Since we presented the bed bug, we don’t understand what investigation was 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 that could result in our having an infestation in our home. We asked to speak with the manager but staff refused. We left the hotel and tried to find alternate sleeping arrangements, but we could not find any as it was a holiday weekend. We had to drive hours back home and spent the night doing laundry and trying to figure out what to do with our suitcases and other non-washable items to avoid infesting our home. We further had to cancel all of the plans we made in the Delaware Water Gap area. The manager never called to speak to us directly and we were repeatedly told she was not available when we called. She emailed to say her investigation showed no evidence of bed bugs, which is odd, since we presented the bug itself to her staff. We were given a partial refund of $322.64, but we want a full refund. We didn't even unpack or spend the night. We were in and out. We believe they should be compensating us for the gas, tolls, wasted vacation days and other expenses we incurred, but are not asking for that. We do think they should fully refund us the remaining $322.64 Thank you for any assistance you can provide.

  Business response

  10/02/2023

  Thank you for taking the time to provide feedback about your stay. We apologize that you had issues with your room. When presented with the bug in question, it did not appear to be a bed bug. Without a doubt, it was a pest, and for the inconvenience we did go ahead and offer to move rooms. When the room move was declined, we went ahead and offered some compensation based on you not being 100% satisfied on the room accommodations. The room was inspected by our pest control company. They have concluded that no activity was found in the room. Due to the inconvenience we will go ahead and give you a full refund. If you have any further questions please feel free to contact me directly.

  ***************************

  ************

  ****************@marriott.com

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