My name is Andrew Allred and I am writing to report a horrible experience my family and I had staying at the Best Western by Mammoth Hot Springs in Gardiner MT on June 27th, 2019, which is still not resolved. After our stay at the Best Western, we noticed that all of us had multiple bug bites all over our bodies. | One of my sons appeared to be allergic to the bites and they swelled up (I have pictures if needed). I called the Hotel to let them know and spoke with Ravyn and she told me that I should send an email to management to explain the situation. She sent me the email address via text ([email protected]) and I sent them an email the same day (June 28th, 2019). I never received a response from Best Western so I sent a follow up email on July 1st 2019 (at 9:53am) hoping to get in contact with a manager and I even sent a text message to Ravyn (at 10:38am) to follow up with our complaint. | Ravyn responded to my text message stating, “I will be back in to work tomorrow and I will see if I can have the assistant manager call you. I’m sorry you still haven’t got a response, but I will do as much as I can to try and help you get what you need.” I never received a call or email response from Best Western the next day, so I sent another follow up email on July 3rd, 2019 and also another text message to Ravyn. | Ravyn responded via text again stating, “I know they are looking in to it but I’m not sure how long it will take before they respond.” Then 5 hours later Ravyn sent me a text saying, “If you wouldn’t mind calling the hotel so I can log your call and get your issue pushed forwards. I’m here right now so if you could call right now I can log your call.” To me, this was a weird request that indicated that management thought that I never called the hotel with the complaint and just sent an email. | Apparently, the issue wasn’t even logged yet according to the text message. So I called Ravyn so she could “log” the call (which was the second time I called) and she stated management would get in contact with me soon. I never heard from anyone. After 2 days, I sent another follow up email on July 5th 2019. No one responded to the 3rd follow up so I sent another follow email and a text to Ravyn again on July 8th, 2019 asking if there was an update. | She responded, “No I’m sorry, I don’t the last I heard he was going to call you and I assumed it was handled. I would call the hotel and ask to speak with management directly.” I called the Hotel for the 3rd time and finally reached the desk manager. The desk manager was of no help, and stated, “I assure you we don’t have any bed bugs here at the hotel.” That’s all he was able to give me was his word that there wasn’t any bugs in our room at the time. | How would he even know, so I asked him if he could provide me any evidence that there aren’t any bugs in the hotel, specifically in room 217 where we stayed, and he stated that he would send me the results of the last inspection they had showing they were bug free. Of course, as expected, I NEVER received anything from the Hotel. I explained that this was unacceptable and that I would be left with no choice but to escalate higher up and he stated “you do what you need to do.” I don’t understand how he could be in management and treat his customers this way. | This issue is still UNRESOLVED, we need this taken care of. Management never responded to my emails, not once. What a joke. All I wanted was to be reimbursed for our stay because after our stay, we had to put all of our clothes in plastic bags and spend hours at a laundry mat washing and drying our clothes multiple times to ensure we killed off the bed bugs or whatever bugs that bit us the night before. We had to vacuum the car as well because we didn’t want to bring anything back with us to our home and have our home infested with bugs as well. This took time and money to fix the issue on our end and we want Best Western to at least acknowledge our existence. They took our money quickly, but have yet to even care about our issue we had at their hotel. | We would like to talk to upper management regarding this incident. Best Western ignored us for weeks and failed to address the issue, it is still outstanding. They took our money and provided horrible customer service and didn’t care that a family of 6 were all bitten multiple times each in their hotel. We just wanted to inform the hotel that they had bug issues so this didn’t happen to anyone else, and they ignored us and after 2 weeks of being ignored say “I assure you we don’t have bed bugs in this hotel.” We want and need Best Western to make this right with us. We are requesting a call from upper management, preferably someone that has customer service skills and are willing to investigate the situation. I have all the pictures of the bug bites, text messages from Ravyn, and all the emails that I sent to management with NO response.
Name: Best Western By Mammoth Hot Springs
Country: United States
Address: 905 Scott St W
Phone: 1 406-848-7311