The first night of my stay, I was relocated twice. The initial room change occurred due to concerns regarding possible bedbugs, which the staff also acknowledged as a legitimate concern. I was advised to wash any belongings that may have come into contact with the bedding, resulting in me spending more than two hours of the first night of my vacation doing laundry.
The second room I was assigned had personal belongings left behind by previous guests, and although the third room initially appeared clean, I later discovered a dirty bathing suit hanging on the back of the bathroom door. I was informed the following morning that Ecolab had inspected the original room and determined the insects were not bedbugs. However, when I politely requested to review the report for peace of mind, I was met with a rude response and told the report was not available. All of these issues occurred during the very first night of my stay.
Over the following three nights, I continued to experience problems including inconsistent housekeeping, television connection issues, and a motion-activated bathroom light that would shut off after less than a minute. The bathroom light switch was ultimately replaced on the final night of my stay.
The majority of the staff were wonderful, and I want to recognize the managers who genuinely tried to assist by moving me to a different room and addressing my concerns once the bedbug issue arose. Their efforts to ease the situation were appreciated.
That said, I was disappointed with how the overall matter was resolved. The compensation provided consisted of waived parking fees ($140), a $7 reimbursement for laundry expenses incurred while washing potentially contaminated clothing, a $100 gift card for the inconvenience of being moved between three rooms on the first night, and a partial refund of the Bonvoy points used for that evening. Beyond this, no additional accommodation was offered.
Given the circumstances, I would have expected either a full reimbursement of my Bonvoy points or at minimum a complimentary night. Instead, I paid more than $1,350 for three nights, in addition to still be charged 20,000 points for one night, for what turned out to be a highly stressful and far from relaxing stay.
Unfortunately, the experience left me feeling more like an inconvenience than a valued guest. Housekeeping standards clearly need significant improvement to prevent situations like this from occurring in the future.
