Staybridge Suites Cincinnati-North

To Whom It May Concern, We have reviewed the attached and cannot find additional concerns to the caseAs previously stated, we had a professional, [redacted] , come and inspect the room upon the guest’s departureThey concluded that there was no signs of pest activity of any type in the roomWe sent this findings to the guest and have also already provided documentation of this to the Revdex.comThese combined with the action we took during the guest’s stay has led us to conclude that no further action on our part is required at this pointSincerely, Connor [redacted] Assistant General ManagerStay Bridge Suites, Cincinnati North

Ms***,I have read the response and have no further
documentation. However, I would like to
point out that the Assistant General Manager's statement of the *** finding is inaccurate. I spoke with a *** representative and it
is their policy to inspect for what was in the request. In this case they inspected for bed bugs
only. I’d also like to point out that
the hotel did not give an alternative explanation for what happened to us
We ask that you consider our statement and supporting
documentation and find in our favor. We
simply ask for reimbursement of $for our time and inconvenience on our
vacation and the expense for having medical treatment and treat our clothes and
luggage. We also ask that their rating
reflect this situation
Thank you for your time and consideration.Regards,*** ***

To Whom It May Concern, We have reviewed the attached and cannot find additional concerns to the case. As previously stated, we had a professional, [redacted], come and inspect the room upon the guest’s departure. They concluded that there was no signs of pest activity of any type in the room. We sent this findings to the guest and have also already provided documentation of this to the Revdex.com. These combined with the action we took during the guest’s stay has led us to conclude that no further action on our part is required at this point. Sincerely, Connor [redacted]Assistant General ManagerStay Bridge Suites, Cincinnati North

Dear [redacted],I received a letter in the mail today regarding a recent guest, Mrs. [redacted], who stayed with us a few weeks ago.I have been a hotel GM for the past five year and have encountered a handful of bed bug guest issues.   The key thing with beds bugs is that a room either...

has them or they do not.There is no in-between.   I have attached a copy of the [redacted] report stating that there was no bed bug activity found in their guest room.  In fact the room was put back on market and guest have staying in room 204 with no issue.You will also see attached a copy of their medical report which took place on 8/23/16.  This was a day after they checked out and not the same day as was stated in the letter I received.I have also sent a copy of their room folio.   She probably did not mention that they did received over $400 in room charge refunds during their stay.   One room night comp for a very questionable issue and the other for moving rooms on their last night.After meeting with them there was something that did not add up with their story.   Also the fact that they did not bring the issue to us until the night before they were to check out did not seem to match their story of being bit all week.On a side note my wife is a MD and has worked in an [redacted] before.   She said there is no way for a doctor to tell the origin of a bite and that many bites and rashes look very similar so the doctor would then treat based on the story brought to them by the patient.  The would be especially true at an [redacted].Most reasonable people would be happy to hear that their room did not have bed bugs but Mrs. [redacted] has had it in her head that they had bed bug bites from our hotel and it is 100% not true.   She was denied compensation from IHG our parent hotel company, our insurance provider and our hotel.   She has already given the hotel a poor guest review and it does not surprise me that she went to the Revdex.com.Below is the report I sent to IHG customer care explaining the interaction I had with Mrs. [redacted].  It would be my recommendation to throw this case out.   Please let me know if you have any addition questions or need any additional information.Regards,Curtis S[redacted]General ManagerOur AGM, Connor, helped deal  with a  housekeeping issue with the [redacted]'s early in their stay. After researching  the  issue it ended up that there was no real issue but the [redacted]'s were given a one night comp for the inconvenience. Fast forward to Sunday, 8/21/16, as this was the night before they were checking out. The guest came to the desk agent with complaints of bed bugs and  wanted their entire week free. The guest agent did not feel comfortable agreeing to this without someone taking a look at the room. Our executive  housekeeper came back in to the hotel Sunday evening to inspect the room. She  did not find any sign of bed bugs in either of the two mattresses that the guest slept in. As a precaution and to satisfy the guest they were moved to another room. When I came into work Monday 8/22/16 the morning of their check out the Mr. [redacted]  and his daughter were waiting for me at the front desk. We sat down and spoke  about the issue. They showed me pictures of their back that had red spots on  it. The guest did say each day of their stay that they sat outside at a local  tennis tournament. I asked them what could I do at the time to take care of  them. Mind you they stayed for almost a week but did not bring up any issue  until the night before they checked out. Mr. [redacted] wanted his entire week compt. I told him that I was not in a position to do that until it was verified that bed buds were the cause of the bites. I offered to comp one more night because of the inconvenience of moving rooms and I said any further  compensation would be pending a report from our bug specialist, [redacted]. The guest stated that they liked the hotel, enjoyed the food offerings and essential had a good stay. They said they were getting bit by something all  week but couldn't give a good answer to why they waited to let us know. I asked for their contact information and email and promised to send them the report from [redacted]. At that time they seems satisfied with the resolution. [redacted] was not able to make it to our hotel until Tuesday, 8/23/16, to inspect their room 204. The room was left off market until it was inspected.  [redacted] found no evidence of past or present bed bug activity. They put this  in writing and as promised I emailed Ms. [redacted] a copy of the report and mentioned  that no further compensation would happen at this time. Ms. [redacted] called me Wednesday, 8/24/16, to follow up. She said she did not get  my email and asked what we were going to do for them? I re-explained the findings and said there was nothing more I was going to do. Ms. [redacted] then continued to get louder and talk over me. She said they went to a doctor and  they verified that it was bed bug that bit them. I said that this would them  be an insurance case and I would put them in touch with our insurance provider  but they would have to show records of what the doctor said. This of course  did not go over well and they guest continued to get louder on the phone and  eventually hung up on me when I did not agree to comp their entire stay. In talking with the guest in person and on the phone it is clear to me their  story  to not match up what really happened. The guest did not get their week  comp so they are mad. If we would have found bed bugs in the room we would happily taken care of them. We did not so there is no further action I feel  that I need to take with the guest.