The New Palm Springs Inn

I will gladly answer all questions and concerns regarding to the complaint filed by *** *** The guest and the gentlemen that accompanied her checked in to room at 10:p.m and paid the nightly rate and security deposit with her MasterCardDuring the first min in the room they had the
front door openOur night worker walked through the hotel to make sure all was going wellAt am he received a call from Lani asking to check out early and a refund because the room was dirtyShe was informed that we have a non-refundable policy and offered to relocate them to one of our other rooms and she refusedTwenty minutes later the night manager was called to the room because the guest said to had found "bed bugs"Upon arrival the guest directed him to the vanity where the "bed bug" was foundHe pushed on the bug with his fingernail to see if it had blood and proved to the guest that during the time that they had their door open an insect entered the roomThe he looked around the room and saw that the beds were still made and and a only one hand towel used. We have procedures in place to avoid a bed bug infestationWe had rented the room to a family of the previous night and they gave us a ? review and left very happy with the roomThe guest then told our night worker that even if there wasn't any bed bugs they did not want to stayOur worker let them know can not refund the room payment but that he will refund their deposit immediatelyThree days later they called our office and threaten to give the hotel bad reviews on online and to report us to Revdex.com unless we refunded the $72. The room was inspected the following morning and there were no evidence of bed bugs on or around the bed and the room has been rented many time before and after their visit

I am rejecting this response because:
The response from the hotel did not truthfully describe the incident.On December 10th, 2016 my friend and I checked into The New Palm Springs Inn.  Once we got our key we grabbed our bags from the car and settled into the room. During this time our door was never left open and we did see, or hear from, any hotel staff. A few hours after arriving in the room we experienced bug bites and found a bed bug on one of the beds.We called the night manager who said we could leave if we wanted but that it was not his problem. The night manager claimed that he was already 2 1/2 hours away from the hotel and there was nobody who could come see what was going on. After several more calls (due to being repeatedly hung up on), the night manager, who was "2 1/2 hours away", miraculously showed up at our door about 30 minutes after the initial call. His lack of hospitality continued. We showed him the bug we found to which he offensively replied, "you probably brought the bugs with you". Eventually the night manager told us that we were free to leave the room. He assured us that the room would be refunded as soon as the 'banks were open' on Monday(clearly a lie). We had to leave the room in the middle of the night to find a new place to stay which cost us a fortune. I waited until Monday to check my bank account and when I saw the charge on my card I called the hotel to check in on the refund. There were several phone conversations and email messages between myself and the hotel in which they refused to honor the refund they promised. The owner/manager of the hotel refused to even speak to me until later in the week, at which point he also was rude and accusatory. We did our best to document the incident and I have attached photos, and a brief video, of the bug in the hotel room. My request is for the hotel to do the right thing, honor their word, and refund my credit card the full amount of the room. This has been an unnecessarily stressful experience. The hotel has not tried to make this right, they have been far from hospitable (in fact offensive and rude), and I hope that future guests do not get treated with the same disrespect and dishonesty.Thank you for your time![redacted]
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