Stayed here from 11/20-11/22/2019. Found bed bugs in room 208 late at night on 11/21. Front desk moved me to room 204, where I stripped the bed and found another bed bug. Front desk moved me again,... more
Stayed here from 11/20-11/22/2019. Found bed bugs in room 208 late at night on 11/21. Front desk moved me to room 204, where I stripped the bed and found another bed bug. Front desk moved me again, this time to room 106 because I requested a different floor. When I inspected room 106, I found used ear plugs on the stained box spring, and hair/debris behind the bed. In the morning, after I slept with all of my clothes on and all of the lights on to attempt to protect me from parasites, I found hair in the tissues in the bathroom which appeared to have been stuffed into the top of the box. I requested to speak to the General Manager and was told they were not coming in that day. I requested a full refund of the room charges (which they granted later that day) and compensation to cover my costs for the personal property which I had to throw away and/or disinfect. They have not responded to my request for compensation to cover my costs. I called the hotel the following Monday, 11/25 and requested to speak with the manager. I was told by the front desk clerk that the manager stated they had responded in an email. I explained to her that I had not received any response to my request, which was restated in an emailed response on Friday. Again, she stated that the manager had responded. I asked the front desk clerk for the manager's name and she refused to provide it. I travel for work frequently, and I understand that occasionally there is an issue with a stay, except for Bed Bugs - that's a new one for me and one I hope to never experience again. When I have had the inevitable problem with a stay, I have never been refused access to a conversation with a manager, and cannot believe that the staff would further refuse to even tell me the manager's name.
I will never stay in this property again and would advise all others to stay as far away as possible. less
Sales C, Guest Relations Manager at Best Western Plus Roswell/Alpharetta, responded to this review
Mr.Vanderipe. We sincerely apologize for any inconvenience experienced and the resolution offered is a standard hotel procedure that has been followed by our team. We have responded to your questions via emails/calls and will continue to do so as guest satisfaction , safety and security is of our utmost priority.