Anonymous

On Feb 21st, 2023 around 6pm, I checked in to room 333 at this hotel. I was supposed to stay 2 nights. I went to sleep around 11pm. At 5:45 am, I woke up and felt a bump on my chest, and my finger was itching. I got out of bed and turned on the light. Bed bugs were crawling on the pillows. I recorded the incident with my phone before showering. I called hotels.com to understand the process of having the night refunded and to be sure no charges would occur for checking out a day early. They called the hotel for me while I was still in the room gathering my things. The hotel called my room to inquire about the call. Hotels.com came back on the line with me to say that my case was being closed because the front desk agent told them they had not seen any bed bugs even though no one had come to inspect the room. I went downstairs at 7am to talk to the lady who said that she was told that I have had this problem with other hotels before which was a complete lie. She then said she couldn't do anything, and I would need to wait for her manager to arrive at 8 in order to get a resolution. She said someone would need to verify there were actual bed bugs. I showed her the video. An older employee went back up to the room with me, and he saw them on the pillow. He did not even pull the sheets back. I waited downstairs until 8:30 without saying a word. No one even told me the manager had arrived. I then went to the counter to speak with the GM. I showed her the video, and she said the video was not proof enough for her that bed bugs are actually in the room. I then pulled the collar of my shirt down to show her the bites, but she said I would have to wait for pest control to inspect per policy in order to be refunded. She offered to put me in another room. I declined, and she got upset. They were supposed to arrive around 10 am. I sat in the main lobby waiting. I then went back up to the room for the 1st time in hours to be sure I had not left anything behind only to find the mattress upright and the sheets on the floor. When I got back downstairs I asked why I was still waiting when someone had already been in the room. She said she checked, and did not see any bugs. I began to get upset after over 3 hours of sitting in the lobby, and she told her coworker to call security on me to have me escorted out of the building because I was being "aggressive" as she called it.The hotel had to refund me because I paid at the location. Had I prepaid, they would have refunded me over the phone. Something they said to her caused her to refund my money. I am still waiting on the funds to be released back to my account. Not once did they acknowledge that there could be a potential problem or issue an apology. I was treated terribly, and there was no concern for my health. I will also mention, I sat in the lobby 3 1/2 hours. I asked if they would pay to wash a load of garments that had been on the bed. It cost $8 on site. All agents including the GM declined my request. They gave me trash bags to tie my things up in instead. I had stayed at many other Ayres hotels, and they had become one of my favorites, but this location is absolutely sad. It was my first time at the Diamond Bar location, and will be my last.

• Bedbugs Found
• Requested Refund