The below statement, as requested by Booking.com, describes our events of 24-25 February 2017 which occurred at The Inn of the Dove in Bensalem, PA and everything that happened afterwards.
04 Feb 2017 Booked a room through booking.com at “Inn of the Dove”. A deposit of 200.00 was charged to card.
24 Feb 2017 At approximately 5pm checked in to the Hotel and went to our room, #138. We brought in our suitcase, looked around the room then left to go out to dinner. We returned at approximately 8:45pm and remained in the room for the night. We then sat in the jacuzzi and then took a shower. Afterwards went to lay in bed, watched TV then fell asleep around 10:30pm.
25 Feb 2017 At approximately 2:30am H... immediately woke up thinking something was crawling on her face. After waking up she swiped her face where she felt something crawling. She didn’t feel anything else, then sat up and saw something running across the sheets and then she smacked it. She then turned on the lights and looked around the bed and then saw the blood stain and the bug laying next to the blood stain. H.. woke up L... and asked her to look at H... temple area where it felt like a bite. L... did see a red blood spot. H... then went to wash her face.
After looking at the bug, we started to research what a bed bug looks like. After confirming it was a bed bug we lifted the bed sheets to look at the mattress. Below the set of sheets there were two layers of mattress covers. We did not see any other bugs, which was good, however we did not feel comfortable or safe at all to remain I that room since there were do many crevasses that we couldn’t look at to be sure there were not anymore. After what we read about bed bugs, it said there is never just one. We did not lift off the mattress or lift the box spring to look underneath/inside the box holding the bed.
After our short inspection, we called the front desk and informed them we found a bed bug. The gentleman at the front desk said he would be at our room in 5-10 minutes. We then carefully looked at all our clothes, shook them out and repacked our suitcase while waiting. He arrived at the room in about 5 minutes carrying a set of sheets and a small caddy of cleaning supplies. We showed him the bug, which we had put in a plastic cup. He then apologized for the problem and then said he will be changing the sheets. We then asked him if that’s all they were going to do and he said yes. We asked to speak to the manager and the gentleman stated that his manager does not come in until 9:00am. We then asked why he was unable to call him, that is what a manager is there for. He again stated he was not going to call and that he will be in at 9:00am.
He then proceeded to change the sheets. He did not look under the mattress covers or perform any other inspection to look for anything. H.... started to take video of him changing the sheets. When he was done changing the sheets, he started to put the pillows back on the bed. L.... immediately asked him why he was not changing the pillow cases on the pillows. He then stopped and said he need to go get pillow cases. While he was gone we discussed that he was probably intending to put the same blanket back on the bed as well. After about 5 minutes he returned with pillow cases and a new blanket. None of the sheets, pillow cases or blanket was put in a container or bag to keep these items separate if there happened to be more bugs in them.
After changing the sheets, pillow cases and blanket he then told us we were ok. We informed him we were not going to stay in the room. He said that the hotel was booked and did not have another room to offer. We informed him that we understood that and figured they didn’t have another room, however we were still not going to stay there. We asked him to just refund our money and we would go find another hotel close by to and try to get back to sleep. He again stated that his manager would be in at 9:00am and we could talk to him.
After he left, we packed up everything, left the room and stayed in the hotel lobby and watched TV until the manager came in. After sitting for 10 minutes, the gentleman came over to us and told us that we didn’t have to wait in the lobby for the manager, we can go wait in our room. We informed him we were not returning to our room and that we did not feel comfortable even sitting in the chairs much less sitting or lying on the bed. We informed him we will wait here until the manager comes in.
At approximately 5:00am the manager showed up. Which was a surprise to us since the gentleman stated that he was not going to contact him and would not be in until 9:00am. He went behind the desk and talked to the gentleman working and then came over to us after a few minutes. He introduced himself to us as the Manager of Inn of the Dove and asked what the problem was. We informed him of what happened and that we would just like our money refunded and that we would just go find another hotel to stay at, he stated that he cannot refund money. We immediately thought this was not right. We informed him that we were going to go back to our room and since we had no where to go we could just stay in the lobby and when people started to come in for their breakfast and we would let them know that they needed to check their rooms for bedbugs.
Only after that comment he then offered to refund only our second night. We then asked why he could not refund both nights. He stated their policy was to verify that there were bedbugs in the room. We then asked how they do that. He stated that they need to call in a company to inspect and the company will give them a report on the condition of the room and what they find. He then stated that if they find bedbugs they will refund our money, if they do not find any bedbugs then our money will not be refunded. At this point we felt like any more conversation was not going to be productive for a refund and accepted his word about the inspection policy. We informed him that we wanted a copy of the inspection report regardless of what they find, and he agreed. We then asked when he was going to call the company, and he stated not until Monday morning. We asked why he would not call today (a Saturday) and at least see if a company was available to come out today, or at the least leave a message so a company would get it first thing Monday morning. He again stated he would not call until Monday.
We received a print out of our refund for the second night. We again asked when he would call a company to do the inspection and he stated he would call at 9:00 when he arrived in on Monday. We then asked when he would call us to let us know what they found and to get a copy of the inspection report and he stated we should hear from him by 11:00am. We informed him that if nothing was done we would inform the board of health immediately about the situation. He again stated he would contact us when the inspection was done and provide us a copy of the report. He stated that if they find bedbugs that we would receive our refund and if nothing was found, we would not receive a refund. We then left the lobby and went to our truck.
We sat in our truck for about 20 minutes and started to look up places to go spend the rest of our anniversary weekend. While looking for places, the other gentleman came out side and just stood near the truck for a few minutes. After a few minutes (about 5 minutes) he went back inside. We thought this to be odd and almost like he was sent out to see what we were doing. About 5-10 minutes later, the mgr came out, got in his vehicle and left. About 5-10 minutes later we found a place to spend the rest of our weekend and left.
During the day, H's bug bite was itchy throughout the day but after initially wiping it down with an alcohol wipe and keeping an eye on them, we did not feel the need to get medical attention and would see how it was the next day. The next day the itching was less and we felt no medical attention was needed.
27 FEB 2017 At 11:15 on Monday L.... called the Hotel to follow up on what the inspector had found. A female answered the phone. L... asked to speak to mgr and she informed her that he had not arrived yet to the hotel. L... then asked her if there was a copy of a Bedbug inspection report left for us. The lady asked what it was pertaining to and we informed her that we stayed there Friday night, found a Bedbug and that we were waiting on an inspection report. She said she was not informed on getting a report. L... then asked her if she was informed about the Bed Bug situation in room 138 and she stated that she was not told of anything. Lauren then asked her to have mgr call her as soon as he got in.
At 12:55pm we received a phone call from mgr, he stated that they looked at the room and found nothing. L... said OK, and then asked for a copy of the report. he then stated that there was no report and that they never called an inspection company. When asked why not, he stated when they personally looked at the room they didn’t find anything so they found no reason to call. L... then informed him that during the conversation we had with him early Saturday morning that he specifically told us “The policy” of the hotel was to get an inspection company in to check the room for any bugs or infestation and then determine off the inspection company’s findings if a refund would be given. And L... again asked why he was not calling an inspection company to inspect, and why he was going back on what he told us that was supposed to be the Hotel’s policy. He again stated they found no bugs so they did not feel they need to call an inspection company to inspect, nor did they feel it was warranted to provide a refund.
Lauren then informed Mgr that if an inspection was not going to be performed (and he originally stated to us was their hotel policy) and the refund not provided, that we would inform the PA Board of Health, the Better Business Bureau, and put the information in website reviews of their hotel about the bedbug situation and the fact that they were trying to cover-up the incident. he then stated he would call his corporate office to discuss the refund and he would call us back.
At 1:05pm he called back and stated that he received approval from his corporate office to provide a refund and that we would need to sign a form to receive the refund. We asked him to email this form to us after he received it. He confirmed the email address and said it would be over shortly. We also asked what the form said and he stated that it was just a form that corporate had to perform refunds.
At 1:38pm, we received an email from him stating “As soon as I receive waiver form by end of today evening from Corporate Office, I will send you in email” We then waited for the email with a copy/attachment of the form.
At 8:04 pm, we received an email stating, “Agreement is ready at the Front Desk to Sign. Both guest (who stayed in the room at the time of incident) have to come with their ID card. We need two signatures. Please come to Hotel at your convenience anytime during the day time. After signing the documents, we going to release $285.”
The total for the room for the weekend was $522.12. As of 01 March 2017, our bank statement shows a refund of $240.86 (which was for our second night) and a charge from The Inn of the Dove for $322.12 (which was the first night and a package add-on), and a $200 charge from Booking.com. We are requesting a full refund of all remaining charges.
This entire experience has been an absolute nightmare. What was supposed to be a nice relaxing celebration of our two-year anniversary has turned into anything but. It would have been a lot easier had they just refunded our money and we walked away as originally requested. However, it has taken on a moral and ethical tone. We are hoping this issue is resolved quickly and that all of the issues are addressed. Not just for us but for any future visitors to the establishment, Inn of The Dove.
If you have any additional questions, please contact us.
- Bedbugs Found
- Requested Refund