Flea in bed
10/11/2017 suzannez160, West Deptford, United States
There was a flea on my bed!!!. Thought it was just a piece of fuzz at first, but then it JUMPED. Also stain on the sheet up towards the top of the bed, and stains on the pillow case. Got switched to a... more
There was a flea on my bed!!!. Thought it was just a piece of fuzz at first, but then it JUMPED. Also stain on the sheet up towards the top of the bed, and stains on the pillow case. Got switched to a new room. Wanted to leave and go to another hotel, but it was 11:30 at night. The next morning, the Manager spoke to me, and apologized, offered me "reward points" instead of giving me a full refund, and stated that the bug was a "beetle". Didn't seem really overly sincere, and offering reward points is ridiculous! less
bwwestdeptford, Front Office Manager at Best Western Philadelphia South - West Deptford Inn, responded to this review
I wanted to sincerely apologize for our hotel not meeting or exceeding all of your expectations on your last visit with us. We know that you have certainly been a return guest, and that your other stays have all been good, However, we never take that for granted and always want every one of your stays to be memorable. I want you to know that I was very sincere in my discussion with you and wanted to do everything possible to make you happy. I thought the offer for the Rewards points was very generous as our rewards program gives you the opportunity to redeem your points for free nights stays, gift cards to Amazon, Best Buy,Walmart, Target, movie theatres about every major restaurant in the country, and they never expire so I really wanted to give you something of great value for your inconvenience.
As you know we are a Family owned and operated hotel, not a big corporate chain, so our reputation and the satisfaction of all of our guests is extremely important to us. We have worked very hard to achieve one of the highest tripadvisor ratings of all the hotels in this area.
Again, we sincerely apologize that we did not exceed your expectations and hope you will give us another chance to prove that we truly care.
Thank you and we hope to see you again.
Assistant General Manager