Kevidco, LLC

Business responded stating that during the consumer stay, they offered her another room and she declinedThey also gave her a discount on her bill of $33.90, then after continued complaining from consumer ,Best Western gave her an additional $travel card.The consumer has misunderstood that she was going to get a 75% discount on another stay She has been given all that the business is willing to give

My name is Tabitha D*** I am the current General Manager at the *** *** *** in Liverpool, NYThis letter is in reference to ID#***. I spoke with the guest on Monday morning, February 2i\ following her brief stay on February 25th at 10:30amI expressed empathy for the situation
and I did advise that what the guest found may not be a bed bug and without seeing it I could not confirm her suspicionThe guest advised me that she had taken pictures of the bug, at that time I asked her if she could send them to me via emailThe guest agreed and said she would send them, I provided her my email address to send the files overI did let her know that I did not believe that it was a bed bug as we do have our entire building serviced by a professional exterminator service for preventive maintenance every months, and he had just been two weeks priorBefore ending our phone conversation the guest confirmed that she was going to send me the photos so that I could confirm the type of pest as we did have guests stay from a farm show so it might not have been a bed bug. The guest sent a follow up email with photos to me at 10:46am on February the 2ih of Please see attached email from guest to myselfGuest states herself in her letter that I asked her to send the email to her when she spoke to meThe email is clearly dated and time stamped showing I spoke with the guest on the Monday (February 2ih) following her stay on February 25th per her reservation, (see attached hotel stay information) affirming actual customer/business follow as was promised to guest. Guest called Best Western customer service telephone line after speaking to me creating a case file with customer service, file ***-***The customer service agent logged guest concerns then sent the file to the property via email and posted the file on the intra net for management follow up. After I reviewed the photos that were sent I had them reviewed by a trained expert to confirm the type of pestOnce an analysis of the photos and the room in question was reviewed with no evidence of pests or pest activity in the room I followed up with the guest via her provided telephone numberUpon follow up with the guest on March 3rd at 2:18pm I did offer the guest reward points as compensation as the guest had booked the reservation via a 3rd party booking website without a cancellation refund optionGuest did advise that she would have liked a monetary compensation, I expressed empathy and gained agreement to proceed with creating a BW rewards account (***) to issue the points for her stayReward points are issued point for every $of the room rate for each nightI used the Best Western suggested guidelines for a pest issue in a guest room which suggests 50% I provided 100% point compensation for the room rate the guest was billed at giving her a total compensation of pointsI advised the guest of the number of points and she accepted the compensationI expressed empathy again to her for the situation and the lack of options provided at the time of the incident and closed the call out amicably. The guest called the Best Western Customer Care line after speaking with me to log a second complaint and request additional compensation. While I understand that the guest felt that she should have had a larger compensation, I feel that I was very fair and amicable in providing a quick resolution with compensation based on facts of the situationThe guest was express empathy by all Best Western employees both on property and via the telephone support team. If you have any further questions I can be reached at ###-###-#### or via email ***

Business responded stating that during the consumer stay, they offered her another room and she declined. They also gave her a discount on her bill of $33.90, then after continued complaining from consumer ,Best Western gave her an additional $50.00 travel card.The consumer has misunderstood that...

she was going to get a 75% discount on another stay.  She has been given all that the business is willing to give.