Mad Mama on 07/16/2013
PREVENTABLE SITUATION! I came to LA early in the week to help out and stayed with the bride. My family arrived a few days later and checked in to the Airtel Plaza Hotel as I went on to the bachelorette party. We were excited as this hotel had beautiful pictures of its rooms online and is adjacent to the airstrip!
I arrived at the hotel around 2am with much of the rest of the bridal party who was staying at the same location. A friend asked if she could help me bring my things up to my room and
help me get there as she had stayed the night before. I told her the room number my family was checked into. She asked again in disbelief, as her and her family were moved out of THAT SAME ROOM, THE NIGHT BEFORE, BECAUSE OF BED BUGS found in bed with her child.
We immediately went up to the room and found multiple bugs in the bed with my sleeping daughter. One of which I unintenionally smashed and it left blood on the sheet. These were all near the cloth covered headboard and nightstand. (Not at the other end which we always check when staying at hotels.) We had our kids wake up and tried calmly to explain we had to leave and they had to change their clothing. However, they were terrified. I called the front desk to send someone up.
We were offered to move to another room, refused it and were refunded our full payment, minus a random $25 charge-possibly parking. I asked (as the friend who was moved from the room the night before was also in the room) why the room was given to us. The hotel staff said he had left housekeeping a note and wasn't sure why it was given to us. He took pictures of the bed bugs as did we.
We demanded that they let us use a dryer after Googling what to do to next, as we did not want to take the bed bugs along to our next hotel. Hours later, our last load was the swimwear the kids had used earlier, which was still damp. 30 minutes in the dryer (as the website had suggested) the swimwear was not completely dry. We decided that the dryer was not getting hot enough for killing the bugs. We left our luggage, clothing (including formal wear for the up coming rehearsal dinner and wedding) shoes, and my young son's favorite teddy, which was heartbreaking for him and a very hard, but necessary call to make.
We went to a nearby hotel arriving around 6 am only to have everyone hit the showers and then sleep through the morning's planned group activities. We purchased new clothing to get us through the trip.
Wedding guests staying that night also left the hotel when they woke up and heard what had happened.
We called and emailed, as did many of the other families, for weeks and received a variety of excuses why we couldn't speak to the person who we needed to. Staff suggested that we brought the bed bugs in with us, that they could be one of many bugs that resemble bed bugs, also, they could have flown in an open window. Someone was told by staff that two different pest control companies came in after we left and neither could find anything.
We requested reimbursement for the items we had to leave behind and what we purchased. The owner finally called one of us back and said our request was not going to be granted.
***I get that these bugs can a problem anywhere, but when your hotel's "policy" is not enforced after you are notified about an incident, how can the consumer trust? This was preventable!
leah on 05/08/2013
We checked in may 2 2013, and when my 7 year old son got in th ebed, he said, mom, there's a bug. I recognized it a s a bed bug, kiled it, took it and went immediately to the front desk, and gave it to them. they moved us to another room, where we checked rigorously to see if there was evidence there of bugs, and decided to stay there rather than switching hotels at 2 am. The next day a friend mentioned her room number, and i told her that was the room we moved from that had the bed bugs, she we
nt in and checked her kids that were sleeping there, and found one on her daughters pillow. she woke them up, and had her daughter change clothes, and then saw one crawling on her shoulder! we found three more before getting everything out into the hall. they were offered another room, but wisely chose to move hotels after using the hotel dryer for hours to try to sterilze all their belongings before moving, throwing away many items and the luggage that was in the room. very costly! why would someone else be given a room known to have bed bugs, without being exterminated first? The hotel has since told us two exterminating companies have been out, and found nothing! that it must have been brought with us! Really?!
Anonymous on 12/06/2011
My parents came into town and stayed at this hotel. It was one of the best stays in Los Angeles for them. They had a bed bug experience in Studio City the time before. But at Airtel Plaza Hotel in August of 2011 it was clean and a very nice stay. It was under some renovation but it didn't effect the atmosphere or conditions of the hotel public areas and the rooms for guests. I'd highly recommend it to anyone and especially seeing them take such a active stance on things like customers complaints
on the internet.
John Sharpe on 05/17/2011
On behalf of the Airtel Plaza Hotel, please allow me to reach out to you regarding your recent stay at our property. I would like to apologize for the inconvenience that you had during your recent stay at the hotel. Upon further investigation of this room our nationally known pest control company professionally inspected room 372 along with the two adjacent rooms (374 & 370) and room 272 on March 2nd and found no activity of bed bugs in any of the rooms.
The safety and comfort of our guests are
our #1 priority, we will continue to regularly review our housekeeping standards and procedures to ensure that our guests enjoy a safe, clean and comfortable environment at our hotel.
I invite you to contact me directly concerning your stay and encourage all of our guests to report any incidents to us promptly so we can quickly address the situation.
Director of Operations
Airtel Plaza Hotel
M on 03/09/2011
Feb. 26, 2011
One night only.
Three bite sites:
Inside left ankle; Back of right hand; Top of forearm
Anonymous on 11/22/2010
On behalf of the Airtel Plaza Hotel, please allow me to reach out to you regarding your recent stay at our property.
We take every report of bed bugs very seriously. If a guest reports that he or she may have found bed bugs, we immediately remove the room from service and call in our nationally recognized pest control expert to professionally inspect the room and take all steps necessary to address the situation.
The safety and comfort of our guests are our #1 priorities. Our trained and
knowledgeable housekeeping staff do daily inspections of our rooms along with regular inspections from our pest control company. We pride ourselves on keeping our staff equipped with the knowledge, training, and tools needed to identify and address any issues. We regularly review our housekeeping standards and procedures to ensure that our guests enjoy a safe, clean, and comfortable environment at our hotel.
I invite you to contact me directly concerning your stay. We encourage all of our guests to report any incidents to us promptly so we can quickly address the situation.
Director of Operations
Airtel Plaza Hotel
Ben on 11/20/2010
I was in room 210 at Airtel Plaza on November 18, 2010. I saw four or five bedbugs on the pillows on the bed. I was offered a different room.