Anonymous

This happened a little over a week ago from this post. I like the previous report about this hotel on this website have spent many nights at this property in 2016. I am also a loyal to the core Marriott customer. On average I spend one to two nights per week in the Santa Clara area. Hotels rates in the Silicon Valley rival Manhattan hotel rates. This hotel is no exception. The property itself is very clean and has been kept modern despite being built in the 1970’s. Last week I spent one night in room 539. I woke up there in the morning with what I thought was a mosquito bite on my hand and realized I had another on my back near my right arm which I itched right along with the one on my hand. I went to shower a few minutes later and looked at the bite on my back and to my horror I had a cluster of four bed bug bites. There were no visible signs of bed bugs on any part of the bed itself and I was not able to remove the headboard from the wall to inspect behind it. The night stand drawers needed some kind of secret decoder ring to remove and I was not able to look there. But what I know is I checked in Monday night with no bed bug bites and left the next morning with five when I checked out. I called down to the front desk after I realized what had happened and the man on the phone apologized and offered to send up some anti-itch cream or some kind of medicine which never arrived. Upon departure I dropped by the front desk to discreetly inform the clerk. His response was a patronizing apology and said he would credit my rewards account three thousand points for the trouble. I was not satisfied and called the hotel as I was rushing my belongings to be cleaned so I could be prepared for the next night’s stay at another Marriott. When I called the hotel I reached the front office manager whose name I will withhold and I don’t remember if he apologized. He got right to the point and told me in very business-like demeanor “how they handle these situations”. They call a pest control company and if they deem the room clean there is no “claim”. It is important to know that this was now Tuesday which is the busiest day of the week and the hotel had increased their rates 50% from the previous night for Tuesday night (standard practice in most of the Silicon Valley). My response was I did not care what he did but I wanted him to pay my laundry bill. He went right back to business saying that it does not work that way and that he would be following his standard operating procedure. He said he’d follow up with me at the end of the day to let me know the outcome. Guess what the outcome was … no infestation found. My cynical point of view said “well of course there was no infestation they are sold out that night”. I contacted the other Marriott in the area and they suggested that I call Marriott Customer Care which I did. Marriott Customer Care has very strict and aggressive guidelines about bed bug reports which include them talking to the general manager while I wait on hold, in other words they get right down to business. This was quite a contrast from the Santa Clara Marriott’s Front Office Manager. In the midst of that call I wrote the Front Office Manager an email that was a shorter version of what I have written here, informed them of my case with Marriott Customer Care and that I’d seen a claim on www.bedbugreports.com from one month earlier. The GM was copied on my email and I never heard from him. To cut this long story short after all that they paid for my $69 laundry bill at the next nights Marriott property. In my opinion it was the least they could do but far from what they should have done. Bed bugs are not preventable; I understand that as it is not my first trip to the rodeo. But being patronizing and bordering on arrogant about a report like this is inexcusable.

• Bedbugs Found
• Requested Refund