I enjoyed the first half of my stay at this establishment until there was a serious issue. And once the issue occurred, I gave them every opportunity to do something; anything, to show that they cared. Instead all I received was lip service. My family and I stayed in two rooms. My room had no issues. However, during the second night of our stay my daughter noticed a bed bug crawling across the mattress of one of the beds in her room. To make a long story short, the manager Brandon, told me the general manager Sherry would have to resolve the issue. She seemed sincere when I initially spoke to her on the phone, promising to approve any credit Expedia requested, because she wanted me to be satisfied with my stay. I really don’t know what changed once we got off of the phone, but I never received a credit. And when I followed up with her, she claimed that Expedia said I wanted a credit for my whole stay, and she hadn’t approved that. I told her that wasn’t the case. She then said her exterminator noticed no signs of bed bugs in that room. Not sure if that was the truth or not, but we showed the bed bug to an employee on the night in question and took pictures as well. I made it clear that I really just wanted some form of compensation for the inconvenience, for the room in question. No one was bitten, thankfully, but we had to change rooms and I also had the risk of taking bed bugs home with me. She said she understood, would follow up with me and never did. Truly unacceptable.
