Dear Valued Guest
It is very unfortunate that you had such a bad experience while visiting our property. Upon your arrival to the hotel we had a repeat guest in the lobby making false accusations. This guest has been a guest at our hotel for years and we have had problems with him drinking and sometimes not acting in a calm matter. The statements our guest mentioned at the front desk were not true. In fact, we checked the room out and the only thing that was found is a water bug. We do understand your concerns and we would like to apologize with sincerity. In addition, you mentioned the smell of marijuana in the air. This was not reported to us, however if this matter had been reported at check-in we would have took immediate action to make your stay more comfortable by calling the police. Furthermore, we cannot reimburse you because you did not stay on our property. You claim you went to inspect your room, but you were never checked in. As far as we know there is no evidence of bed bugs on our property. You only overheard what another guest was speculating was bed bugs. This guest has actually apologized for his false accusations and has stayed with us again twice recently. We do not allow drug use or activity on our property. We did all we could do to help our guest have a pleasant stay.
We take your unfortunate situation seriously and we regret your dissatisfaction. We take your comments to heart and would like to take this time to apologize sincerely for any misunderstanding in this situation. We would like for the opportunity to accommodate you in the future and for you to experience a pleasurable and exceptional stay with us.
Regards
S. Nelson