Inn of Naples, Tapestry Collection by Hilton — Hotel in Naples

BED BUG INN OF NAPLES in my opinion would be a a more appropriate name. Please read all the 1 stars reviews about bed bugs. I was foolish and only looked at the 4.4 star rating. Upon our check in we were informed that the lobby elevator did not work, I have a bad knee. We checked in at about 6:30pm. We went to our room and opened the door to the smell of mildew. We gathered our things and left at 7:00pm to visit our friends in Marco Island. We arrived back at the hotel about 12:30am. Opened th door and there was that stench of mildew again. At this point we had only been in the room for 30 minutes. We called down for a crib. The crib they brought us has vomit and or feces on it (see picture). My wife decided to lay him in the bed because the crib was useless. About 20 minutes in my wife was changing my son. She noticed bite marks on the back of his legs. She inspected him and noticed bite marks on the back of his neck (see pictures). These were the only two areas exposed when he was laying down. I went down to the front desk and spoke to Jim which was a sorry a** excuse for an employee in customer service. He told me point blank that anyone can bring bed bugs in and that the bed bugs could of come in from someone that went to the theater. He offered to more me to the room next door. Wait what?! The room next store to my room that has the bed bugs in. Didn’t you just tell me that people could bring bed bugs in from anywhere yet you want to move me to the room that’s infested right next door? 😳🤔 No thank you! I went upstairs and my youngest daughter had bite marks on the back of her neck as well. I told my wife they gave us an option to move to the room next door. With tears running down her face holding our child she respectfully declined and said she would rather sleep in the car. I asked my family to head to the car and I would pack up and check out. I checked out at 1:19am. We were in the room a total of an hour and a half. Upon arriving at our new destination I called and left a message at 3:26am for the general manager Brittany. I explained our nightmare and to please call me back. I waited until around 2:00pm the next day but of course no respect, no return phone call. I wonder why. This must be a common occurrence and they can’t dispute the truth. At around 2:30pm I took the initiative to call Brittany which of course wouldn’t take my call. However, I had the unfortunate opportunity to talk to the front desk manager Kevii. I should of known that was a waste of time from reading the reviews after the fact. She informed me that she would credit the remainder of the stay but we had to pay for the one hour and 30 minutes we were in the room at a rate of 79.00 per night. I explained the situation and see asked for the pictures. I sent her the pictures and her reasoning for not crediting the initial night was Jim offered us a room next to our infested room. Ummm hello your hotel has bed bugs. No thank you, my families well being is more important than your ridiculous offering. Oh wait bed bugs don’t have legs they can’t go room to room. 🤦‍♂️ Kevii told me that housekeeping stripped the room down and didn’t find any bugs. Hmmmm that’s a good way to protect yourself. Must of been ghost bugs that bit my children. They have slogan in their email that says arrive a guest depart a friend. I think it’s safe to say when you arrive a guest you...

Overall very pleasant stay. This hotel was easy to find, great location that seemed to be within 15 minutes of a large amount of local attractions. The hotel was currently having some renovation work done, however they still managed to keep it clean and quiet all day long and at night, at least from what I observed during my 2 night stay. The area appears to be a nice area. I wasn't to sure upon arriving, as the area behind the hotel where most of the parking is was dimmly lit and appeared kind of sketchy. But during my stay coming and going even late into the evening it was quiet without a soul in sight, and clean. There was not trash or people around. The room was not what I saw in pictures or expected, which upon receiving and taking my belongings to the room did bother me. It was much older than it appeared in the pictures. I had thought all rooms contained a microwave, larger TV's (not that we watched TV but for the weather, just what they made it seem on the website), the carpet and furniture appeared very old, old whicker weave style dresser, chairs, and night stand with noticeable wear. However, even though it was old, it all seemed very clean. The bed linens were white with no stains, clean and fresh. The mattress felt new and was very comfortable (king size) with plentiful pillows (6). The towels and washclothes were all very clean. The bathroom when I first entered caught me off guard. The tiles especially in the bathtub, whoever did the grout (the white putty they put between the tiles so they don't have gaps between them) did a terrible job. At first I thought the grout was falling out everywhere, but it appeared possibly new?, So if that's the case, they were cutting corners and didnt fully fill in between the tiles, so there were gaps everywhere that my fiance was scared bugs were going to come out of (she has a phobia of bugs and is overwhelmed by the amount of insects in Florida). Luckily bone did, I did not see any signs of a single bug in the room. After looking past that, the bathroom was very clean. The only other complaints for that room was the bathroom fan squealed like a dying car every time you went in there, and the toilet seat was not lined up on the toilet properly, so you tended to have 1 leg hit could porcelain while you were sitting. Again everything including the mirror showed small amounts of the hotels age, but overall the room was good and can't stress enough, CLEAN. The hotel staff were friendly, the rates fair, and it was quiet. Breakfast selections were minimal. They did have orange juice, apple juice, milk, coffee. Food wise, waffle mix and waffle makers, assorted pastries and bread (couple kinds of sliced bread like cinnamon raisin loafs, bagels, white wheat etc.) With butter, peanut butter and jam, they had cereal and iced boiled eggs. They do have a pool at the hotel which is in great condition and was empty of patrons every time I looked. Every room had their own balcony. This is not a 5 star hotel, but is a clean, well located, welcoming, fairly priced place. I would recommend staying...

I was beyond disappointed. I booked through Hotwire for 5/4-5/5 I had a change of plans. Hotwire said it would be up to the hotel to change to 6/1-6/2 since I already paid for room. I called hotel they told me only got wire could change my date. After going back and forth Hotwire called Kevin the general manager and they told him they will not change the date and I will loose my money.i was not asking for a refund. Rooms for that date 6/1-6/2 are even cheaper than what I paid for. It’s a shame they are not willing to retain a customer. Because it only took a kind act. Hotwire really didn’t want me to loose the reservation and tried hard to get them to change it. I would never do business or recommend with inn at Naples because in reality they were not going to loose my sale! Yet show no regards. For my group stay in June in Naples I will definitely book with someone else. The room for those dates is $93 dollars I paid $111 for the room. Poor way to show your interest to retain customers

*5/7/2019- Sue! I am aware of that. Yet Hotwire reached out to you all because its always up to the hotel if they would make the exception. Yet they tried very hard to avoid me loosing my money. I didn't want a refund. I simply needed the date changed. The room for the date I was asking for. you have it at a cheaper rate. So you was not even loosing money to keep the customer. I was on the line when the rep called. Kevin was very careless. I lost my money but when the event takes place in June 1st myself and a few others from the group will book else where. Everyone I told about this situation understand that your facility does not care for the needs of their customers and at the end rather loose business over $111 that easily could have been rescheduled. La Quinta rescheduled their booking through hotwire. I guess next time ill just do business with a company that cares about retaining their customers. At least hotwire did their best so I wouldn't loose my money!. Ill forever express this sentiment to everyone. since we will be traveling to Naples several times...