Best Western Plus Covered Bridge Inn — Hotel in Brazil

On my second night, I encountered bed bugs in my room. I woke up at 1:00am, with itchy welts on my face, neck, hands and arm; after a few minutes of tearing apart the bed and pillows, I found a live bed bug, which I photographed and captured under a cup. I called the front desk, the agent said she would be to my room soon. I packed up all my things and met her in the hall, she went into the room with me, but didn't document anything, or even look at the captured bug, I said I didn't want to spend any more time in the room, but asked if she needed to take pictures , she responded "I don't get near those nasty little things", so we headed downstairs. She offered a room on the first floor, I took it, since it was now about 1:30am. I asked if there was laundry onsite as I needed to act fast and start remedying this unfortunate event, she pointed out the location of the machines, I asked for soap, she provided liquid detergent in a cup, and since she didn't offer the $4.00 in quarters to do a load of laundry, I gave her $4.00 for quarters. I also asked for Lysol spray but was told they don't have any, she did provide disinfecting wipes. I stayed up the next few hours washing all my items and showering. After getting only a few restless hours of sleep, at 8:15am, with my belongings now in garbage bags, I went to the front desk. I told the man my name and original room number, asked if he was aware of my 'experience' (choosing to be tactful and not broadcast to the other guests in the lobby that there are bed bugs in the hotel) and what I was to expect now, he confirmed that he knew but seemed dumbfounded as to what to say next just staring at me, so I asked if he was the manger, he said no, so then asked to speak to the manager, he said they're not in yet, we went back and forth with me trying to figure out when the manager would be available, because of his mumbling of sounds and words that I mostly wasn't able to make out, I finally got to the conclusion that the manager usually comes in between 8:30 and 9am, I could only wait until 8:45, at that time I told the man I could no longer wait and I expect a call from the manager as soon as possible and also to let them know I expect a full refund at minimum, as the inconvenience of this situation has been extremely problematic to my trip, he confirmed my phone number and email, which he struggled to recite to me. At 1:00pm, I had still not heard from anyone, so I called and spoke with the same man, I asked if the manager was available, he replied that one night had been refunded by the GM, I explained that I would still like to speak with them as that was not a satisfactory solution, he said they were 'busy', I said to have them call me as soon as possible. Two days later I still have not heard from anyone, my card has been charged for the 3 nights, I stayed 2, I currently see a refund pending for one night. I received no apology or any indication of empathy from the two employees I had the unfortunate experience of interacting with or the property's GM. There clearly is no plan in place for handling these situations, which there should be as this is not an uncommon occurrence for hotels. On top of the added expense of buying new clothes, changing plans with family that I came to visit, finding a new place to stay, time spent juggling items into bags to avoid the risk of spreading bugs, I have days ahead of me dealing with this, the bites on my face and neck are embarrassing, having to leave all of my luggage bagged up after I'm home, the itching and welts of the bites on my neck that will likely last one to two weeks, all while the hotel staff has chosen to barely acknowledge my experience, couldn't even give me a few minutes for a phone call, now I have to spend time fighting to get my money refunded or call my bank to decline the charges. My expectation is that the hotel wouldn't want any of their guests to pay for this experience, would show some sympathy and at least refund me since there is literally no other way to help. Shame on this hotel and...

First and foremost I would like to apologize for names not mentioned however they were not impressionable nor worth remembering, therefore referenced in this review as, "she, lady or her". ||My job booked me a hotel stay with your property in Terre Haute, Indiana, while I underwent training, needless to say, I was from out of town. ||On the first morning of my stay, a tall housekeeper with tattoos and piercings entered my room while I was starting a shower with no acknowledgement or notice that someone was coming in. Her excuse was that she thought the room was vacant. This should have been communicated with her on the turn of the day, therfore she could have been informed and my privacy not invaded. The bathroom ceiling was covered in black mold. Now, if her intentions were to clean the room, then that should have been the very first task. Prior to my stay! ||The pool began to be locked during operational hours, the rebuttal, "maintenance must unlock it", but ||, it never happened on day 2 and 3, when Kaleb was present.||Later that morning after being walked in on, I get a call to my room, from a soft spoken lady with silver hair, tongue ring and a mediocre beach tan, stating that my smoke alarm was going off, while sitting in my room... I am neither hearing nor seeing impaired, therefore I would have noticed and could have reported that to the hotel manager, because if it were indeed a true fire and not a false alarm, all hotel guests safety should've been accounted for. Instead, in her arrogant tone, she threatened having the fire deparment showing up. I then invited her to check for herself, she showed up with the same tall housekeeper, looking around my room as if I were lying. About 4 hours later, I get another call from the lady with the same question about the alarm, I then professionally addressed her to figure out what the issue was, she instantly led with, " I didnt think you were smoking in your room". That fact that she assumed thats what I was concerned about, let me know she was not acting with integrity. I have never been diagnosed with illiteracy, so I am very capable of understanding a non-smoking policy and symbols enforcing said rule. ||Due to the apparent profiling because I was the only African American or person of color staying staying there, I decided to reach out to my corporate office demanding an immediate transfer to another hotel. To fathom what else could.possibly occur during my stay gave me anxiety and grew fearful and was unable to rest and feel safe. ||Hospitality was failed by your staff that failed me.. respectfully. ||Not all of the 4 nights I spent, at your property were bad. The ONLY staff member that explemplifed REAL customer service was Kaleb. He is the epitome of what humanisim is. Whenever he was on duty, he greeted me with a smile, not only did he take the time to learn my name, but acknowledged that I was on a work trip and gave exceptional recommendations. ||I will never stay at another one of your properties again nor would I...

My husband and I are Canadians who own a second home in Scottsdale Arizona. As retired professionals, we keep our own schedule. When we drive south for the winter, we take our time and stay at a minimum of four hotels both ways. We usually stay at the La Quintas, Marriots or Holiday Inns. Taking a new route home this year, we found ourselves in Brazil, Indiana and stopped for gas. I spotted a Best Western across the street which looked new and nice and as I had to use a washroom, I thought I would also take this opportunity to check out a possible new place to stay on our next trip. I walked into the lobby, and something happened that I have never experienced in ANY other hotel anywhere, and we travel alot. The woman behind the front desk (nametag "Rhonda") refused to let me use the washroom. Here I was, a well-dressed lone woman, and her excuse was that "the washrooms are for staying guests". What a poor first impression of the Best Western chain and a particularly unfriendly thing to do considering the relatively remote location of this hotel. I have often gone into the Holiday Inn, Hampton Inn, La Quinta etc and other Best Westerns, for that matter, not only been welcome to use the washroom, but sometimes offered a water or cookies, even though they were aware I was not a guest at that time. THIS is how your competition treats people, Rhonda. I wonder if what was really going on was that when I, a slim, very fit woman came through the door in skinny jeans and heels, the significantly overweight Rhonda's claws came out? Regardless of what her motivation was, it assured that Best Western lost two potential long term customers, as we plan to drive south to our Arizona house for the rest of our lives, and sometimes drive down in the summer months. We will be sticking with our other brands for this...