To start we have travel around the world for 15 years and this is the first hotel out of thousands that we ever had to leave in the middle of the night from.
Laying in bed both of us felt like we were getting bit. When we used our phone flashlights we found numerous black bugs moving around. We picked some off and put into a plastic cup before finding more under the fitted sheet and under the mattress. Instantly we called the hotel and when the night manager arrived said she's not an expert and can't tell.
We couldn't stay at the hotel and will be looking for a refund. In the meantime we contacted hotels.com (Expedia) and explained. I even mentioned that we are not looking to write a review of any kind only that we get a refund of the room as we couldn't stay there for the night. Next morning comes and we get a straight forward email from the motel stating it's not bugs (as they said they used pest control but it was lent and no refund is due).
This is not lent. There may have been lent in there somewhere but there were several long black bugs there as well. You can tell the difference. We have photos, we have videos of them moving, also have photos of bites on our neck, arms and mid section. This is not a good hotel to go to. Luckily hotels.com is providing us a full refund of the night because we are gold members with them but you can't trust Americas Best value inn casino center in South Lake Tahoe by any means.
They will write a follow up to this stating what I said and that it's not bugs and that they have had pest control look at it. However, with a hotel as bad as this how can you trust that they used a reputable person or company or that they even did that.
A refund is all I asked from the hotel as we couldn't stay the night due to the bugs (the floors were also not cleaned as crumbs were on the carpet when we entered and in the bed sheets as well) Yet since this place has no customer service skills and didn't even try to work with us shows that they do not care about the condition of their rooms and don't care about negative reviews as they already have a laundry list of them. Bad place, bad owner, bad experience.
Now motel... try to customer service this one with your reply. I'm sure it would go something like: "I'm sorry you were dissatisfied with the room, rest assured we do our best to make sure our place is clean and fit for anyone that may stay at our place. Although we did not find any bugs as you stated we are sorry you had a bad experience."
That would be more customer service than they gave to us.
