Roach in Bathroom
24/07/2017 669alphap, Houston, United States
When I arrived at the hotel Friday evening the girl that was to e working behind the counter was sitting in the breakfast area eating dinner with another person and watching TV. She did greet us when ... more
When I arrived at the hotel Friday evening the girl that was to e working behind the counter was sitting in the breakfast area eating dinner with another person and watching TV. She did greet us when we arrived though. When we went up to our room and opened the door, the smell was very unbearable. It smelt like bug spray, in over whelming amount. I called down stairs to the front desk and all she said was they had done a deep cleaning that day. Never offered to switch out room out or anything, and in my opinion is that they should of turned up the air to help circulate the air. When I went into the bathroom I noticed these little black pellet things on the toilet. I ignored just thinking that maybe they had just cleaned the vent above the toilet and forgot to wipe it off. Sunday morning my boyfriend was using the bathroom and came out and let me know that I needed to call downstairs cause there was a roach in the bathroom. I called down and the gentleman that answered the phone said oh well housekeeping wont be in for an hour. I said well that is unacceptable and someone needs to come up and take care of this problem. He then just hung up the phone. We waited about 10 minutes no one had showed up so I called back down and spoke to a lady this time. She said oh I am sorry I was unaware of the situation. Really!!!! She then proceeded to tell me the same thing that no one was going to be in for an hour and I said well its on the ceiling of the bathroom, we can not reach and this is something that we should have to deal with. She said well I will see if I can come up. Again no one showed up, so my boyfriend went down stairs and when they saw that he was complaing in front of other guest that were eating breakfast they said oh sir lets go and take care of this. So two ladies came up and I am not sure who they were, but they came up and were making a big deal over the fact that my boyfriend had come down to ask someone to take care of it. Really again, we are paying to stay at your hotel, it should be clean. If you came into my home I would not expect you to kill a bug if you could not reach it and I for sure would not make fun of you. Also when she hit it down with a broom she kept saying this is not huge this small what are making a big deal of, we have seen bigger! REALLY!! and when she knocked it down she knocked it into the tub and killed it in there and knocked down my bath sponge and did not have any cleaning product to clean it up. Again I just think this was very unappropriated and I feel the situation should of been handled different. Also now the smell in the room made sense, I am sure they fumigated for bugs and the black pellets on the toilet, I believe was roach poop. I will not be staying there ever again. less
sam p, General Manager at Best Western Plus Tropic Inn, responded to this review
I would like to apologize for the way things turned out during your stay with us. It was not right for our employees to be hanging up on you when you are trying to discuss a problem with them or that they did not offer to change your room due to the bug spray smell. I will make sure to find out which two ladies went up to your room and talk to them about they way they treated you and the way they talked to you as you are a guest here. It is our responsibility to make sure everything in your room is kept up with and that it is 100 percent clean. And we should have addressed the problem quicker and a lot more considerate then what they were handled during your stay. Again I would just like apologize for the way my staff acted towards the situation and towards you.