Complaint: [redacted] I am rejecting this response because: I did filed a report with Sandia Casino on September 25th days after I checked out when it was confirmed I was attacked by bed bugs which happened to be days after my stay My wounds from the bed bugs were in their healing phase which is consistent with being bit while in the care of the casino for habitation I asked for a refund on the 25th of September and the security guard I left my complaint with and she also noted the wounds on my leg Everyone's body reacts differently to bed bugs, and as I stated my leg was swollen and in pain when I awoke I feel this hotel establishment has been negligent and not accepting responsibility for the bed bugs wounds caused during my stay I would still like to request a refund because I was bit by bed bugs at the Sandia Hotel I will gladly stop complaining once my refund is made Please see the photos I sent Brittany L [redacted] at the Sandia Casino I never received an e-mail confirming they received this photo which was taken Saturday September 24th days after my stay.Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Ms [redacted] contact the Resort and we did investigate her claimShe stated in her initial communication that she found herself with bites after days of leaving the propertyThe room got inspected by our staff and Pest control companyThe room came back clean with no present of any Bed BugsPlease note that there is no other complaint or incident of this type in this property and we do have a policy in place to manage this type of accusations We contacted Ms [redacted] and stated the findings and offer her a certificate to come back as a gesture of good faithMs [redacted] accepted and during the process of getting the certificate done she called back and stated that she felt on property and now she was demanding her money backWe investigate with our security department and there was not report of fileWe contacted Ms [redacted] again an suggested for her to fill a report, report that she did not wanted to filledWe apologize for everythingShe demanded in a very offensive way her money backAt this point we found out that Bed Bugs bite show immediately, not after days and we did not had any report that she actually fell in this establishmentWe still kept our offer of a room night stay as a gesture of good faith and she threat that she will call her lawyer to fix thisWe told her that at this point we will not assume any responsibility by credit her for her night stay since every time we spoke the story was changingThat she could provide the evidence of what her health professional stated we could re-evaluteShe did not provided any documentation and we informed her that the certificate offered was not an option at this point due to the inconsistency of her story and liability issuesShe paid for a room, she got a roomwe had accommodate her requests but she doesn't want to pay for a service she receivedSo the determination is not to credit her credit card nor provide her with a hotel certificate
As stated before, Bed Bug bites are noticeable immediately only in rare cases had a delayed manifestationShe didn't even noticed them until a provider in Santa fe at a Spa brought it to her attention, according to her days laterThey come with an itching sensation She came on property demanding her money back on September 25, that was days after her departure dayNo communication was made when the spa person talked to her about her skin reactionShe threat as you will read in the document attached that contain her statement that if we do not provide a refund she will do a health department complaintShe refused to filled a report while on propertySo at this point we are maintaining our positionWe will not accept any liability by providing any refund for something that could happened any place she stayed between September and the 25ththis decision is based on the threats, attituted with the staff and lack of consistency on her behalf when the story has been statedShe spoke with the assistant to the GM and threat to go to a lawyer and at that point the certificate offered as a gesture of good faith was revoked
Complaint: [redacted] I am rejecting this response because: I did filed a report with Sandia Casino on September 25th days after I checked out when it was confirmed I was attacked by bed bugs which happened to be days after my stay My wounds from the bed bugs were in their healing phase which is consistent with being bit while in the care of the casino for habitation I asked for a refund on the 25th of September and the security guard I left my complaint with and she also noted the wounds on my leg Everyone's body reacts differently to bed bugs, and as I stated my leg was swollen and in pain when I awoke I feel this hotel establishment has been negligent and not accepting responsibility for the bed bugs wounds caused during my stay I would still like to request a refund because I was bit by bed bugs at the Sandia Hotel I will gladly stop complaining once my refund is made Please see the photos I sent Brittany L [redacted] at the Sandia Casino I never received an e-mail confirming they received this photo which was taken Saturday September 24th days after my stay.Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Ms [redacted] contact the Resort and we did investigate her claimShe stated in her initial communication that she found herself with bites after days of leaving the propertyThe room got inspected by our staff and Pest control companyThe room came back clean with no present of any Bed BugsPlease note that there is no other complaint or incident of this type in this property and we do have a policy in place to manage this type of accusations We contacted Ms [redacted] and stated the findings and offer her a certificate to come back as a gesture of good faithMs [redacted] accepted and during the process of getting the certificate done she called back and stated that she felt on property and now she was demanding her money backWe investigate with our security department and there was not report of fileWe contacted Ms [redacted] again an suggested for her to fill a report, report that she did not wanted to filledWe apologize for everythingShe demanded in a very offensive way her money backAt this point we found out that Bed Bugs bite show immediately, not after days and we did not had any report that she actually fell in this establishmentWe still kept our offer of a room night stay as a gesture of good faith and she threat that she will call her lawyer to fix thisWe told her that at this point we will not assume any responsibility by credit her for her night stay since every time we spoke the story was changingThat she could provide the evidence of what her health professional stated we could re-evaluteShe did not provided any documentation and we informed her that the certificate offered was not an option at this point due to the inconsistency of her story and liability issuesShe paid for a room, she got a roomwe had accommodate her requests but she doesn't want to pay for a service she receivedSo the determination is not to credit her credit card nor provide her with a hotel certificate
As stated before, Bed Bug bites are noticeable immediately only in rare cases had a delayed manifestationShe didn't even noticed them until a provider in Santa fe at a Spa brought it to her attention, according to her days laterThey come with an itching sensation She came on property demanding her money back on September 25, that was days after her departure dayNo communication was made when the spa person talked to her about her skin reactionShe threat as you will read in the document attached that contain her statement that if we do not provide a refund she will do a health department complaintShe refused to filled a report while on propertySo at this point we are maintaining our positionWe will not accept any liability by providing any refund for something that could happened any place she stayed between September and the 25ththis decision is based on the threats, attituted with the staff and lack of consistency on her behalf when the story has been statedShe spoke with the assistant to the GM and threat to go to a lawyer and at that point the certificate offered as a gesture of good faith was revoked