John L on 12/09/2013
My wife, mother-in-law, and I stayed here for one night on Thanksgiving Day (11/28/2013) after driving 6 hours from Pennsylvania to Virginia. My wife & I had room 710, and my mother-in-law had adjoining room (711), and she is 91 years old with very poor eyesight due to macular degeneration. Thankfully, my wife was with her at 10:30pm to help her for bedtime. After pulling back the bedspread, the bed was visibly infested with bed bugs. I put three live bugs from the sheets into a plastic cup, a
nd took them to the front office. Front desk clerk David saw the live bugs and was very apologetic, and told me he credited the full cost of that room. The three of us stayed (because it was already late at night) in room 710 but spent a lot of time inspecting the beds. Needless to say, we didn't sleep much that night. In the morning, the dayshift desk clerk Tamisha told me that both rooms would be fully charged to my credit card, and that the night shift clerk David was wrong, and that an 'investigation' needed to be performed. I demanded to see the manager, but he wasn't available. She gave me a 2-page form (Incident Report) which I filled out thoroughly. I asked for a photocopy, but she refused saying that their insurance did not allow staff to provide patrons any copy of the report (that I filled out)! After 20 minutes of complaining, she finally did give me a 50% credit for the one infested room. A couple days later, another employee Joe called me and told me both rooms would be fumigated, and that he got the manager to approve the other 50% on room 711. I now see many other reports of bed bugs at this same location. Shame on you, Best Western. I have been a Rewards Member for several years, but will never again stay at a Best Western hotel. And I will make sure my friends and co-workers are also aware of how this was terrible incident was so poorly handled.
sarah on 06/16/2013
Found a bed bug when I pulled back the sheets. It was large, and dead. I took it to the hotel lobby, along with a Google image of a bed bug. They looked identical. I held both up to the employees at the desk and said simply, "You've got bed bugs." They looked at the bug and the picture and didn't try to dispute it. The guy on call said that they were out of rooms and they couldn't move me. I looked at him incredulously and repeated, "You've got bed bugs. I don't want another room. You couldn't
pay me to sleep here tonight."