BUGS/TERMITES IN ROOM
05/09/2017 941jorgeu, Diamond Bar, United States
Reported BUGS in our room to staff members and managers on two out of the three nights all they were able to do was adjust my final invoice by $90... slap on the face for me and my family. Hope manage... more
Reported BUGS in our room to staff members and managers on two out of the three nights all they were able to do was adjust my final invoice by $90... slap on the face for me and my family. Hope management can satisfy my request. Never experience BUGS before and I usually stay at hotels weekly do to business trips. less
Robert G, General Manager at Best Western Capistrano Inn, responded to this review
We will continue to care for and serve our guests and use all feedback for improvement purposes. We value honesty and wish only to eliminate any indifference if such occurs.
Unfortunately on Saturday evening when the report came in, the hotel was sold out, not having an alternative room to move to. Sunday morning we provided you that alternative room. After required investigation of the guest room from the report, no insects were discovered and the report was cleared, the room was serviced and sold that evening. The insect you did provide us was either an Agromyzidae or a Xylophagidae fly. If bedbugs or flees are ever discovered, hotels have required procedures to exterminate.
On Monday morning "Labor Day" at checkout Guest Services Manager Amber discounted 2 of the room charges, as you mentioned. She let you know the General Manager would be in tomorrow and that he would contact you. We spoke Tuesday morning, I appreciated your time and I was more than happy to offer and email you a complimentary night voucher for your inconvenience. Because the BW Capistrano Inn is an exterior corridor hotel, flying insects can gain access if not closely monitored by staff and guests. Not leaving guest room doors open for any extended period is a weekly mention in employee meetings.
In closing the severity of the report did not match with the hotel giving you everything you demanded, "2 free nights!" We will always try our best and we look forward to welcoming, serving and again caring for our next guest.
Robert Grether -General Manager