Anonymous

2/05/17 Horrible customer service.. guy at the desk during the night shift doesn't have a care in the world about what goes on. Woke up @3am with my back covevered in bites and I was able to catch one of the bed bugs and put it in a cup. Took it to the desk and the guy insisted it wasn't a bed bug and didn't offer me a different room and wasn't even concerned as if it happens quite frequently all he kept saying is "you have to speak to the manager later today and I don't know what time he gets in, maybe around 9am" finally I had to request we be put in a different room since my wife and I only had 2 hours of sleep with much resistance he finally gave us a new room. Filthy, smelly dirty rooms, food crumbs and hair along the wall on the carpet and behind all the furniture in both rooms.

• Bedbugs Found
• Requested Refund

Anonymous

Checked into Hawthorn suites on Thursday May 7th, ..checking out. Thursday Mayv 14th 2020. Room 218 After a restless evening unable to sleep, I finally began to doze off around 5:30am, curled up in my husbands arms in bed, something caught my eye....I looked down. At tbe sheet and noticed something moving!!! I woke my husband we pulled back the fitted sheet and there was a dead bed bug..... I had just smashed just seconds earlier. My husband went down IMMEDIATELY TO HOTEL DESK and alerted the night auditor who was the only staff member around. She jumped into action and came to our room IMMEDIATELY. Upon initial examination she said it just looked like a beetle...but then I looked at brown bed skirt and found 4 more bugs. She quickly said she had a full house last night and we would have to wait for the first clean room. She jumped into action bringing us clean sheets and blankets to place on bed or sofa bed whichever we choose. At 11am ...6 hrs later I checked with front desk and still no room ready.... I. Paid. Cash. $464.00 + $200.00 deposit.. For my 7 night stay.. I've staid here many times and never had an issue with hotel or staff. The person who I had assumed was Day shift manager, didnt. Pay any attention to my concerns really, just saying ill call you when i have a room ready.. Now it is. 230pm I went down to front desk again to ask about my new room....and she said she would call me when she had a room ready.. Still No Apology, no concern for my situation and. Im thinking ...certainly... she cant be The property Manager!! She made no attempt to accommodate us in a professional ....timely or sympathetic manner. Finally she calls our room at 3pm... "10 hours later"..!!!! To come get my keys.!!! She never once asked how we were, or if there was anything we needed to make our stay or day a little brighter. She could have called me to see if we needed help changing room's .... Or. If I needed a bell cart...the least she could have done was to personally deliver the new room keys To me and possibly bring a cart up to assist us. We noticed later that the lights. In 218 were on..."No WAY!" THEY RENTED OUT. OUR. BED BUG ROOM???? AND WE NEVER SAW .an exterminator anywhere on property.. You would think they would extend some common courtesy and accommodate us with an "Exceptionaly. Clean Room!!"........NOPE! I !!found dried up hotdog and bun under sofa, dirty rag behind dresser, toenails next to bed, dishwasher broken, lamp broken, 2 microwaves and neither work, no utensils or pots as promised?. Tub is filthy, found trash behind curtains, no paper towels or dish soap, no kitchen towels .. We have been here 4 nights now...and not once has housekeeping come to our rooms to bring clean towels or even just to see if we needed anything.!!! We were going to check. Out today., but we were so tired from not sleeping Friday night and Saturday night....hmmmmm? HOSPITALITY ????Y YOU WONT FIND THAT HERE! OH and guess what. .... STILL HAVEN'T HEARD AN APOLOGY... FOR MY STRESSFUL INCONVENIENCE!! ALMOST forgot at 230 pm on Saturday Disheartened. by front desk lack of concern I calked whyndam corporate. office to report situation and was told to contact my property manager, which I have attempted to do, .... but still have no response. From them.. !!!

• Bedbugs Found
• Requested Refund