Holiday Inn Express & Suites Torrington by IHG — Hotel in Torrington

My previous review was rejected due to “specific references to other hotel brands” (which I made no such references). I think it was probably rejected due to “ouch, we don’t like that”. I should also point out that despite writing corporate, and filling out their survey, no one from this hotel chain has tried to contact me to let me know that corrective action is being taken. So I’m left with taking the only course of action remaining to help warn future travelers against being infested with parasitic bugs. So we’ll try this again ((and again, and again), and eventually to other travel sites not under their control) until I get word that future travelers are safe).

Preface: I am very paranoid about bed bugs. Every [non-brand specific, commercial overnight lodging facility] I stay at is always checked carefully prior to moving luggage into the room.

I stayed at this hotel for two nights. Night #1 I moved in, checked room. Following issues were noted: Significant outward growth from the wall of mold on wall paper over the bath tub. 4-6 dead beetles on the entryway floor Dried white stain on the center front of the room chair (we know what that is, ewww) (photo) Mystery gooey smear on the table (photo)

I was tired. I was willing to (and did) overlook these things. Then an adult bed bug came out from behind the data port, and started crawling down the wall. I squished it. (photo) Frantically gathered up my stuff off all fabric surfaces, and, went downstairs to inform the night clerk.

The night clerk looked and commented that he thought “it was too big to be a bed bug”, but was polite, professional, and moved me to another room. (a Jr. Suite). I will say that the new room WAS clean, and had none of the above mentioned issues.

I suggested to the night clerk that the bug likely came from the room next door, as I had checked the room and found no sign of them. I didn’t sleep very well, after that, but the issue was (I thought) resolved.

Night #2 Was uneventful, and up to this hotel chain's standards.

Upon check out, I saw a person at the front desk with an “air of authority about them”, whom I will assume was the manager. I was polite, calm, professional, and would not even be considered to have been “assertive”. In fact I would say I was even “passive” in trying to keep the conversation low key and quiet. My goal was to make sure the manager was aware of the issue, and that steps were being taken to resolve it. My assumption would be that the manager would be even more concerned that I was, and would be keenly interested to get all the details possible.

I was wrong.

I quietly asked the manager if the (and very nearly whispered “bed bug issue”) in room # xxx was being resolved? She immediately became very harsh, clearly closed off, bordering on hostile. I must admit I was a bit shocked at that reaction. She said that her “head of housekeeping” checked the room and said that it was just a beetle and the room was clean. At that point, I thanked her, and loaded my luggage in the car. But started thinking, that she was operating on information from her employee… If I were the manager, I’d want to know the truth, and it would be important to me… and probably was to her as well.

I was wrong again.

I went back in the hotel, and this time (again politely and calmly) showed her an internet picture of a bedbug. Her response was “I know what a bed bug looks like”. I then swiped the screen over to show my picture (a match). I think something may have “clicked” in her head, but I can’t be sure. In either case, she remained very firmly harsh. She said “I’ve worked in this hotel 10 years, and we’ve had bed bugs on two occasions” on those occasions she said the mattresses were thrown out, and the rooms sprayed to have them eliminated. I told here where it came from and that the next door room should be checked. She seemed to become more angry at that, and said that "no one told her that" and that she can't check that room because it has guests checked in. I’m thinking good, they’ve fixed it in the past, why not now? And if I were a guest, I'd sure want them to check and be sure.

All I can tell you is that what happened which is detailed accurately above, and show my photos that back up the story. Due to her attitude and demeanor, I didn’t even bother bringing up the dirty room photos or other issues. She clearly didn’t want to hear it and thus it would have fallen on deaf ears.

What surprised me more, was that after writing corporate, I got no response. They sent me the automated survey (which I filled out), no response. The survey had a link to write a review, which I did. (very similar to this one) that was unjustly rejected. So perhaps the reining attitude comes from the top down, and I was wrong a 3rd time in assuming that corporate would be very concerned.

I get home, strip down in the garage, wash all clothing on hot, and dry on hot, and have to heat my luggage up to over 118 degrees for over two hours to ensure there were no "hitch hikers". Not fun.

Look at my pictures and tell me it was a beetle. In the meantime, look at other [non-brand specific, commercial overnight lodging...

Booked for three nights. Checked in. First room key card did not work. No big deal. Went downstairs front desk reprogrammed key. Went back upstairs to room key still did not work, went back downstairs. Front desk assigned me another room. Entered room and noticed a large recent stain such as lotion texture on top of bedding. No big deal 2 queen beds I’ll use other one. Upon pulling sheets back there was a red stain in the sheets. Went back downstairs. Advised front desk where she assigned me another room. Upon entering third assigned room there was a musty smell, the bathtub needed some serious elbow grease, the room hadn’t been vacuumed, sheets had old stains on them, toothpaste was left right below the mirror from previous guest and there was a huge spider hanging out in the window. I’m no spider expert however from the looks of the web he did not decide to hang out there within a day. When I showered I was standing in dirty water due to not draining properly.

The next morning I asked to speak to manager. Was advised she gets in 8-8:30. I waited until 8:10 for her but had to leave. I advised front desk of the drain and that I would like a deep cleaning of my room. I removed all my items for them. Front desk said okay.

That evening when I returned the room had not been deep cleaned!

I now go to front desk advising above and asked for sheets so I could change them myself, which I did.

The next morning I waited for the manager to arrive. I advised her of the above in which she responded she was not notified. I regularly stay at this hotel. Have been staying here since they opened and even before I was a reward member. Advised her I prefer to stay here as I am a rewards member. I travel regularly and am scheduled to be here every 3-4 weeks through end of year. She advised she would have room deep cleaned and deposit points into my account.

That evening when I walked into room it was deep cleaned. I was very thankful for that.

Upon checking out next day front desk advised I would have the additional points deposited. I thanked her.

I didn’t notice any additional points. I once again gave benefit of doubt and thought maybe it takes time.

I never did receive any additional points deposited into my account.

Very...

I hate to leave a poor review and avoid it if I can, many times I just won’t patronize that business again. I tried to have my complaints heard by staff, but they went unanswered my first night. After a long drive etc., I did not push it. When I went to visit the front desk about my issue the following day, I stood back politely waiting for a substantial amount of time for the attendant to get off a call they were on. I assumed it was with a client but once she looked up to ask if I needed help, she said, I am sorry you should have told me you needed something. She set her phone down and came with me to my room to address the issues. The room had not been cleaned properly, there were leftover soda bottles in the fridge and my sheets either something that looked like blood on them. The other bed had what looked like body hair and not from a head if you get my drift. She apologized and went to get clean sheets in which we, she and I changed the bedding. Nothing was done about the contents in the fridge, she also promised she would get back with me after talking to the owner about some type of discount for my stay and she would get back to me. She did not. I stopped by the front desk on check out and asked the new attendant and she said she would check into it, she never got back with me. It has been 6 days and still no word, so I am writing the review since no one cared enough to follow up with me. I will stay again since it is the only IHG hotel in Torrington and I will be traveling there 1 to 2 times per month. I hope this gets some attention and cleanliness is stepped up or at least response to customers so they...