Beware bed bugs!
I stayed at this hotel on 10/25/2019 for one night in room 140. The next day I found bites on my body in bed bug bite pattern. I called that same day to report it to the hotel and ask them to inspect ... more
I stayed at this hotel on 10/25/2019 for one night in room 140. The next day I found bites on my body in bed bug bite pattern. I called that same day to report it to the hotel and ask them to inspect the room I stayed in. The woman told me they've never had a bed bug problem, but that she would check the room. Nobody called me back.
I called for an answer later that evening. After a runaround, I was informed that nobody had checked the room I stayed in and that I would need to call back the next day to speak to a manager, as only a manager can check for bed bugs.
The next day, I called to speak with the housekeeping manager. She also told me they've never had a bed bug problem, but that she would go right away to inspect my room.
I assume by them telling me they've never had a bed bug problem they're setting the stage to accuse me of bringing them in, but I was only in that room for less than 10 hours to sleep and then be on my way again early in the morning. It's not possible that I could've caused an infestation during that time period, and I have never dealt with bed bugs before.
I have received no call back from the manager and I am not impressed with how they've handled this. They don't seem to be taking it seriously at all. I would never stay here again. less
Darby-HorizonInn, General Manager at Best Western Horizon Inn, responded to this review
There were 2 phone conversations. After the first, we closed the room and informed you of that and that a manager would be following up. Our agent told you the room would need to be inspected and a manager would respond about the results. The second call made by you on Sunday morning was with the housekeeping manager, who let you know we would respond after an inspection. Two separate managers did room inspections, which I informed you about in a subsequent email. I also let you know that we are not signed off until we have a third party licensed inspection. I also notified you that we would forward you a copy of the results as soon as we had them. We provided you the copy of the third party inspection, which we also make available for all to see, with a just a phone call.
I do not see eye to eye with you on a few of your points about the sequence of events or the lack of communication. Nor do we have any concerns about you exposing our hotel, the room is all clear.
We go to great lengths and cost to provide you or any guest, with this particular complaint, official documentation in order to demonstrate to you directly that there "is" or "is not" reason to be concerned about your stay with us. We are transparent because that is what our values and commitment to your comfort demand of us, and because it is what our hotel owner group expects from their operators (not optional). I am confused why after receiving all of this information and documentation, you have made no effort to remove this review, but I remain hopeful you will consider doing so because we believe that is what is right.