Lack of customer service and bedbugs
10/11/2016 robertlS8851BK, Los Ranchos de Albuquerque, New Mexico
We chose the Best Western because of convenience to I-25 and the reviews on Tripadvisor. Our room was large with 2 queen beds and easy parking. As I moved the pillows on one of the beds there was a ... more
We chose the Best Western because of convenience to I-25 and the reviews on Tripadvisor. Our room was large with 2 queen beds and easy parking. As I moved the pillows on one of the beds there was a small brown bug. Thinking it was a beetle, I didn't pay much attention and quickly brushed it off the pillow. My husband slept in the other queen bed and in the morning was covered with bites, which we thought were from a spider? However, as we continued on our trip the bites became larger and redder and itchy. I looked up bed bugs and the bite locations, redness and itchy matched. The bug between the pillows matched the photo of a bedbug. The next morning we called the motel and explained the problem to the desk staff; who stated the information would be passed on to management.. My husband called the motel again this morning and spoke with management who stated the exterminator was called but no bugs were found. However, we have yet to receive a call from the motel, any apology, or discussion about what happens if we carried any bedbug eggs home with us. What about medical bills if the bites become infected? We are taking all precautions, but if we do get an infestation in our home - what then? The 35 plus bites are red, ugly and uncomfortable and can last 2 weeks plus. Management be pro-active and take care of customers. less
bwrambler, General Manager at BEST WESTERN Rambler, responded to this review
We are truly sorry for your experience. We take every situation serious and we are doing our best to be proactive, and take immediate action, even though it took a whole day after you checked out to be informed of your issue. When I spoke to your husband, I told him that we were sorry and that I immediately called pest control. Upon inspection we did not find any infestation, however to be proactive we treated the room. I expressed my apologies and asked if there was anything I could do, he replied that he just wanted to let us know. If there is anything else further we can do for you please let me know.