Rosen Inn Closest to Universal — Hotel in Orlando

My name is Inna Usmanova, and I booked a deluxe twin room at your hotel on August 19, 2024, for my stay from September 23 to 28. Upon arrival on the evening of September 23, we were checked into room 218. Everything was fine until the morning of Wednesday, September 25, when I woke up with a rash all over my body, including my arms, shoulders, abdomen, and back (photos attached). Initially, I thought it was an allergic reaction and purchased ointments and tablets from the nearby pharmacy. I spent the day at an amusement park, enduring the discomfort. Upon returning to the room that evening, my symptoms worsened, and I was unable to sleep due to constant itching.||||On the morning of September 26, after buying additional medication, we visited another park, but around 3 PM, the itching became unbearable, and we returned to the room. While I was in the shower applying ointment, my husband called me urgently. He had discovered a small crawling insect on the bed, which turned out to be a bed bug. I immediately realized that my rash was an allergic reaction to bed bug bites.||||We reported the issue to the reception, and after calling the manager, we were offered a choice to either move to another room or transfer to another hotel in your chain, but we were required to pay for the relocation. We were relocated to another room, with the promise that we would receive a refund for our stay if your team confirmed the presence of bed bugs in the original room after inspection.||||Attached, you will find photos of black stains on the mattress, typical of bed bug infestations, and a picture of a bed bug nymph that we found on the bed, which is small, yellowish-brown, and speckled.||||Due to this, we were unable to enjoy our planned vacation activities. On Wednesday, we visited SeaWorld and Universal Studios Horror Nights, where I endured the entire day looking like someone with a highly contagious condition, drawing uncomfortable stares and even avoidance from other visitors. By Thursday and Friday, my condition worsened, forcing us to cancel visits to Aquatica and Volcano Bay. I spent most of Friday afternoon in the room, feeling physically unwell and ashamed of my appearance.||||I cannot express how emotionally and physically distressing this experience was. Not only did I suffer from severe itching and discomfort that kept me awake at night, but my vacation was also ruined. On Friday afternoon, we had to remain in the room, and on Saturday, we left early to minimize public exposure, cutting our last park visit short before heading to the airport well ahead of our 8:30 PM flight.||||Given the severe impact on my health and well-being, as well as the disruption to our vacation, I am formally requesting appropriate compensation. This includes reimbursement for the time lost during our vacation, the medical expenses incurred, and the emotional and physical toll I endured.||||Under consumer protection laws and hotel industry standards, including the obligation to provide sanitary living conditions and the implied warranty of habitability, I believe we are entitled to a full refund for our stay, as well as compensation for the park tickets we were unable to use due to the incident, and for the distress caused by the hotel’s failure to maintain a safe environment.||||I expect a prompt resolution to this matter. If we do not reach a satisfactory agreement, I will have no choice but to escalate the issue through other channels, including filing a complaint with local health authorities and seeking legal advice.||||I look forward to your immediate response and resolution of this...

My name is Inna Usmanova, and I booked a deluxe twin room at your hotel on August 19, 2024, for my stay from September 23 to 28. Upon arrival on the evening of September 23, we were checked into room 218. Everything was fine until the morning of Wednesday, September 25, when I woke up with a rash all over my body, including my arms, shoulders, abdomen, and back (photos attached). Initially, I thought it was an allergic reaction and purchased ointments and tablets from the nearby pharmacy. I spent the day at an amusement park, enduring the discomfort. Upon returning to the room that evening, my symptoms worsened, and I was unable to sleep due to constant itching.

On the morning of September 26, after buying additional medication, we visited another park, but around 3 PM, the itching became unbearable, and we returned to the room. While I was in the shower applying ointment, my husband called me urgently. He had discovered a small crawling insect on the bed, which turned out to be a bed bug. I immediately realized that my rash was an allergic reaction to bed bug bites.

We reported the issue to the reception, and after calling the manager, we were offered a choice to either move to another room or transfer to another hotel in your chain, but we were required to pay for the relocation. We were relocated to another room, with the promise that we would receive a refund for our stay if your team confirmed the presence of bed bugs in the original room after inspection.

Attached, you will find photos of black stains on the mattress, typical of bed bug infestations, and a picture of a bed bug nymph that we found on the bed, which is small, yellowish-brown, and speckled.

Due to this, we were unable to enjoy our planned vacation activities. On Wednesday, we visited SeaWorld and Universal Studios Horror Nights, where I endured the entire day looking like someone with a highly contagious condition, drawing uncomfortable stares and even avoidance from other visitors. By Thursday and Friday, my condition worsened, forcing us to cancel visits to Aquatica and Volcano Bay. I spent most of Friday afternoon in the room, feeling physically unwell and ashamed of my appearance.

I cannot express how emotionally and physically distressing this experience was. Not only did I suffer from severe itching and discomfort that kept me awake at night, but my vacation was also ruined. On Friday afternoon, we had to remain in the room, and on Saturday, we left early to minimize public exposure, cutting our last park visit short before heading to the airport well ahead of our 8:30 PM flight.

Given the severe impact on my health and well-being, as well as the disruption to our vacation, I am formally requesting appropriate compensation. This includes reimbursement for the time lost during our vacation, the medical expenses incurred, and the emotional and physical toll I endured.

Under consumer protection laws and hotel industry standards, including the obligation to provide sanitary living conditions and the implied warranty of habitability, I believe we are entitled to a full refund for our stay, as well as compensation for the park tickets we were unable to use due to the incident, and for the distress caused by the hotel’s failure to maintain a safe environment.

I expect a prompt resolution to this matter. If we do not reach a satisfactory agreement, I will have no choice but to escalate the issue through other channels, including filing a complaint with local health authorities and seeking legal advice.

I look forward to your immediate response and resolution of this...

Worst customer service I’ve had staying in a hotel. I’ve been here three days, still have five to go and have had an issue with the staff at the front desk every day since I checked in. I’ve been traveling for work for the past five months staying in numerous hotels and this is my first time I’ve had a problem with hospitality.

My first day checking in, the lobby was hella packed because there was only one receptionist. The receptionist was great, but for a hotel of this size and as backed up as the lobby was, they need more than one person attending guest. It took me maybe twenty minutes to check in, unheard of. I went down later to get a drink from their little store and it was the same person from before attending the register, mind the lobby is still full of people checking in. That I can see it’s over 300 rooms in the hotel and they have one person juggling guest while covering the register at their store.

Second day here, Sunday, I stroll by their store at the lobby and there’s already someone arguing with the staff. I just walk past it and try to make a purchase, but like the night before there’s no one attending the register so I just left my stuff and left. There was no one to attend me and the receptionist was already dealing with a unsatisfied guest so I wasn’t sure if anyone would help me so I left.

I’m here for work so I’m im staying longer than most guest and I am using their laundry room. The laundry machine takes quarters, but the dryer only takes tokens. That’s confusing because I was able to use quarters at first like in a laundry-mat, but then when I tried to use the dryer it just sucked up my quarters because it only takes tokens. I went down to the lobby to talk to the staff about getting my money back so I can acquire tokens, they gave me the run around between three receptionist before giving me tokens equivalent to the money I put into the machine.

Well I still needed more time on the dryer and the machine in the laundry room to get tokens isn’t working on either the seventh and fifth floor so again I go downstairs to get tokens from reception. Well I slide my cash over the counter and the receptionist just pushes my money back at me and tells me that I can’t get tokens. I’m confused at this point and ask why and I’m just told I can’t get tokens from reception because, “they had a problem with me earlier.” They didn’t have a problem with me, they had a problem with the equipment in their facility.

Anyways, the manager on-site came out while I was having this discussion and was able was able to resolve right away. It was a simple issue that he resolved real quick without problem. There was no reason for the receptionist to escalate.

I’ve only been here three days and every time I swing through the lobby there’s a guest complaining or fighting with the receptionist. I had dismissed the incidents prior, but having had an issue three days back to back and after seeing guest complaining every time I came down stairs was enough for me.

Don’t bother coming here, this place if not welcoming....