The Hotel Monte Vista

Despite the fact that the complaint was blown out of proportion to actual events, that the guest takes no responsibility for not latching their own window, and the rude and threatening harassment that my staff had to endureI have issued the [redacted] a full refund

Despite the fact that the complaint was blown out of proportion to actual events, that the guest takes no responsibility for not latching their own window, and the rude and threatening harassment that my staff had to endure... I have issued the [redacted] a full refund.

Went up for a concert and booked two rooms, one for us and one for the kiddos. Chose this hotel due to the downtown location. Woke up around 5:30 am to something crawling on me. I sat up and saw a little bug in the sheets. Kind of weird so I looked further. Pulled the sheets down and there were several bugs ranging from small almost microscopic to quarter inch. My husband was in the bathroom and when I jumped out of bed, his pillow flung over. There were many more, including one that had apparently been squashed at some point in the night. There was blood smeared on the white sheets. I had never seen anything like this and you always hear horror stories of bed bugs so I did an internet search. Sure enough, Bed bugs. I felt so gross and dirty.
We called the front desk and the person on the other end was apologetic and said that they will need to seal off the room [redacted]., almost like there was no surprise and he knew just what to do. He said to let him know if we need anything. We jumped in the shower really fast due to the fact that we were completely disgusted. We called to let him know that we needed trash bags to seal our clothes in. He brought them right away and saw the bugs in the bed. He told us that he contacted the General Manager and he was on his way and that they will take care of the full charge of the rooms. We put the clothes in bags and tried to check everything and seal what we could. Luckily we had the kids' room to go to, to finish getting ready (their room [redacted] was okay).
Once we checked out about an hour and a half later, the front desk associate (different person) apologized and said the GM was on the way (still). No mention of a refund. I told her I wasn't comfortable leaving without a refund. She then called him and he "approved" the credit. It was nice that they refunded for both rooms, because now having to deal with the aftermath of the bed bugs and not wanting them in our house will be at least a little more bearable.
We are really bummed about the whole situation. We really enjoy going up to [redacted] on the weekends and now we really cannot trust staying there again. We will just have to research and find somewhere bug free. That's really too bad. It has the potential to be a clean hotel. Although they did take care of the room charges, the general feeling I got was it wasn't a big deal. It is for us.
Since I've bee home, I've read many reviews about the Hotel and see that they have had a bed bug problem now for years. Apparently it isn't top priority for them.

Despite the fact that the complaint was blown out of proportion to actual events, that the guest takes no responsibility for not latching their own window, and the rude and threatening harassment that my staff had to endure... I have issued the [redacted] a full refund.