Anonymous

One of the worst experiences I have had at a hotel in regards to customer service and possibly being exposed to bed bugs. I did not want to post on social media about my experience as I often know that it doesn't help a business and cause more harm than intended, but I do not feel I have any recourse left. After speaking today, 8/20, with Ryan Perera, the owner and manager about my concerns during my stay, I was met with unprofessional-ism that compelled me to write a review, especially as he kept of throwing it back in my face that someone from my party apparently already had. I am dismayed at his response and his communications throughout this experience. Me and my friends booked the Santa Monica Hotel to attend a conference for a global volunteer group we apart of. We stayed at the hotel from 8/8 - 8/10 in rooms 11, 25 and 26. To start off, things were not great as the hotel is right by a road and has no AC. I must've somehow missed the no AC option, on me as a traveler to do better research, but the staff did little to call it out or point out the box fan that was included in every room. Resulted in some uncomfortable moments, but nothing the group couldn't handle or quickly adjust once we saw the solution. Moving onto the state of the room, I stayed alone in room 11 and it was disgusting. I slept only on the sheets, removed the comforter and the decorative bedding as it clearly had not been laundered in quite some time. I thought about calling the front desk, but with such little time to sleep, a packed schedule, and an assumption the rest of the linens would be in similar shape, I didn't call. I should've called, taken myself to any other hotel, and forked out the fee to pay for another hotel room, but against all internal alarms, I did not. I did make a plan to only be there for necessary hours - sleeping and grooming - and spent all my time elsewhere. Sadly enough, on 8/11 a member in our party experienced to find what looked to be a bed bug bite while another, allegedly, found a live bed bug in their luggage. This is important to mention as at this point, I reached out to Ryan on 8/12 to a) state my concerns about possible exposure due to the bed bugs and b) to let them know another room might have been exposed as a result. I never received a callback on the 8/12, so on 8/13 I followed up in writing with an email. Allegedly, an email reply was sent on 8/13, but I did not receive these follow-up communications until calling on 8/20 in a very upset state due to finding bites on my person that strongly resemble bed bugs. I have included these photos in my review. I assumed Ryan would be very eager to talk to me and be proactive about handling the possibility of beg bugs and any negative comments, emotions or experiences. I have spent hours cleaning my luggage, clothing and bedding to bet met only with hostility through less than 20 minutes of communications with Ryan - it's utterly appalling. I strongly feel as a customer that this has been quite a demeaning and diminishing experience. I have never experienced a possible bed bug exposure before, and to have and feel like I am the problem, it's disheartening. I really hoped Ryan would be willing to acknowledge the situation and work with me as a customer of his business, whether that's acknowledging what has occurred is rightfully upsetting or exploring any sort of compensation, monetarily or not, but he is unwilling to do so. I feel at this moment, and at Ryan's suggestion, positing my honest experience with Santa Monica Hotel across various review platforms is the only option for recourse left and to ensure other travelers don't make the same mistake we did by staying here for their business trips and/or vacations.

• Bedbugs Found
• Requested Refund