Revdex.com To Whom It May Concern: To offer full insight to Mrs. [redacted] complaint, on November [redacted], 2016 @ approximately 4:00AM, we have fully investigated the formal complaint. Allow this letter to provide you only facts to what was experienced with every encounter...
with this guest. At 4:00am, Room #[redacted] & [redacted]) came to the front desk to complain that [redacted] had been bitten by bed bugs. Francisco, the desk clerk at the time, had encountered a very upset, shouting and cursing and demanded a refund as she wanted somewhere else to stay. Francisco was able to offer them another room for the night, while they left their belongings in Room #[redacted], they moved to Room #[redacted] was at an escalated level for about 5-10 minutes. Francisco informed the guest that she could speak with management in the morning regarding a refund. Anna (Housekeeping Mgr) spoke with the guests in the hallway of their room to see what the problem was and was informed by the guest their experience. [redacted] again began escalated in her behavior and when speaking with Anna, [redacted] called Anna a [redacted]. After the name calling [redacted] came down to the front desk. Shortly after, [redacted] came to the front desk. Anna contact [redacted] (pest control company) to inspect the room professionally and to see what they report. The room was not touched until [redacted] arrived about 12:15pm, for a full inspection. Please see their official certificate attached to the report. Also a video was taken of the room once the room was turned for inspection. Ms. Gomez came to the desk to discuss the issue she and her husband had. She informed the desk (Lauren and Erick) that there was roach in their room along with bed bugs. The “roach” was saved for [redacted] to inspect, which was later confirmed as a moth. She said her husband had bites all over his body (chest only as he show me-Erick). While trying to reach the Manager, Vivita want contacted to be made aware of the complaint. The husband showed me (Erick), a photo with his phone of bed bugs. The picture was of about 20-30 little black bugs on the corner of a yellow tinted mattress (the video of the mattress in [redacted] does not match the photo they had). Vivita informed the front desk that when she returned to the hotel, she would have to check in with everyone before making a decision for [redacted]’s request for a full-refund. [redacted] requested a receipt of her stay and a copy of the incident report until a decision has been made with a follow-up. ** & [redacted] left for the day to do activities before leaving for Chicago. They left their luggage in storage, until their return around 5:15pm. When they came back to the hotel, she was informed that the manager would be in touch with them, but they demanded a refund and [redacted] began so irate that she threatened one of the front desk clerks (Lauren) as Barry was a witness of the verbal threats. [redacted] threat to beat Lauren up and continued to swear and curse at her. Due to the threats, the local police were called to have her escorted out the building. Please see all paperwork attached to this complaint. A refund will be issued in good will. if you have any questions, please contact me at [redacted]
Revdex.com:At this time, I have not been contacted by Broadway Hotel & Hostel regarding complaint ID ***.Sincerely,** ***
Revdex.com To Whom It May Concern: To offer full insight to Mrs. [redacted] complaint, on November [redacted], 2016 @ approximately 4:00AM, we have fully investigated the formal complaint. Allow this letter to provide you only facts to what was experienced with every encounter...
with this guest. At 4:00am, Room #[redacted] & [redacted]) came to the front desk to complain that [redacted] had been bitten by bed bugs. Francisco, the desk clerk at the time, had encountered a very upset, shouting and cursing and demanded a refund as she wanted somewhere else to stay. Francisco was able to offer them another room for the night, while they left their belongings in Room #[redacted], they moved to Room #[redacted] was at an escalated level for about 5-10 minutes. Francisco informed the guest that she could speak with management in the morning regarding a refund. Anna (Housekeeping Mgr) spoke with the guests in the hallway of their room to see what the problem was and was informed by the guest their experience. [redacted] again began escalated in her behavior and when speaking with Anna, [redacted] called Anna a [redacted]. After the name calling [redacted] came down to the front desk. Shortly after, [redacted] came to the front desk. Anna contact [redacted] (pest control company) to inspect the room professionally and to see what they report. The room was not touched until [redacted] arrived about 12:15pm, for a full inspection. Please see their official certificate attached to the report. Also a video was taken of the room once the room was turned for inspection. Ms. Gomez came to the desk to discuss the issue she and her husband had. She informed the desk (Lauren and Erick) that there was roach in their room along with bed bugs. The “roach” was saved for [redacted] to inspect, which was later confirmed as a moth. She said her husband had bites all over his body (chest only as he show me-Erick). While trying to reach the Manager, Vivita want contacted to be made aware of the complaint. The husband showed me (Erick), a photo with his phone of bed bugs. The picture was of about 20-30 little black bugs on the corner of a yellow tinted mattress (the video of the mattress in [redacted] does not match the photo they had). Vivita informed the front desk that when she returned to the hotel, she would have to check in with everyone before making a decision for [redacted]’s request for a full-refund. [redacted] requested a receipt of her stay and a copy of the incident report until a decision has been made with a follow-up. ** & [redacted] left for the day to do activities before leaving for Chicago. They left their luggage in storage, until their return around 5:15pm. When they came back to the hotel, she was informed that the manager would be in touch with them, but they demanded a refund and [redacted] began so irate that she threatened one of the front desk clerks (Lauren) as Barry was a witness of the verbal threats. [redacted] threat to beat Lauren up and continued to swear and curse at her. Due to the threats, the local police were called to have her escorted out the building. Please see all paperwork attached to this complaint. A refund will be issued in good will. if you have any questions, please contact me at [redacted]