Holiday Inn Express & Suites-Polaris Parkway

I spoke with Mrs. [redacted] on Friday, June 2, for the first time regarding her experience at the hotel.  We as a management company never want to see an unhappy guest.  We always want a positive experience from every guest that comes through our doors.  When I spoke to her, I stated...

that I had the complaint she made in hand, but could not confirm her allegations as I am not a professional in pest control and the General Manager (Bethany) has requested pest control to come out.  With it being late Friday evening, pest control company could not come out until the following Monday.  I personally have spoken with Mrs. [redacted] a couple times a week since the initial contact on June 2, 2017.  I have received just as many phone calls from Mr. [redacted], including 5am call on a Sunday morning.  All these calls after both being made aware that the incident report had been turned over to the insurance company on Monday, 6/5/2017.  At this point, it is out of my hands and I can only request that the incident be processed accordingly to Ohio State Laws.  Unfortunately, Mr. and Mrs. [redacted] believe that the process should be faster, which is out of our control, as statements from all parties involved need to be conveyed.  I received my call for a statement last week, so, I am hoping that it is coming to an end and there will be resolution for them.  But trashing a company for something that is out of our hands but reported immediately seems to be the route that Mr. & Mrs. [redacted] have taken.  I again express my apologies that this incident has not moved as expediently to their expectations

Complaint: [redacted]
I am rejecting this response because :First and foremost there was no 5 a.m. phone call from either my husband or myself, and I would be more than willing to submit any phone records to show that is a complete falsehood. Secondly, I understand that they are not a pest control service, but they also took it upon themselves to admit to me on Monday, June 5 that there was bed bug "activity in the room." Thirdly, as of July 7, 2017 when my husband spoke to the insurance company representative, Ms. Jamie C[redacted], she stated to my husband that as of that moment she had yet to receive a statement from the insured party despite sending a certified letter and an investigator to the hotel to obtain it. Ms. C[redacted] also stated that without this statement the investigation could go no further. Also, nobody that we spoke to ever gave us a time frame as to when to expect this situation to be resolved. My family has been living under the stress of this situation for 48 days, and it is unfair to ask that we continue to wait patiently. I would expect that the hotel and their corporate office would have a bit more understanding when it comes to it's customers time, effort, and stress in a situation that has caused financial turmoil in our lives.