Guest User
November 18, 2024
I recently stayed at The Waverly Hotel from November 13-14 2024, and my experience was extremely disappointing. My stay was disrupted by a major bed bug infestation in my room, which not only prevented me from getting any rest but also raised serious hygiene concerns. I did raise this issue to the front desk at 7:30AM on the 14th of Nov and showed them pictures and videos of the bed bugs and the inflammation all over my body as a that occurred from 1am onward. They declined to address the issue until arrival of the GM around 10:30AM. I had to leave for my business meetings with their assurance that I will be contacted with a resolution on request for a full refund. I was not contacted by the hotel for the full day until I decided to send them an official complaint via email which reflected poorly on the sincerity with which the guests’ concerns are managed. The GM then called me and without any apology refused to acknowledge that the bed bugs were in the room based on a 'thorough check' and instead begun to interview me suggesting that the bed bugs came with my luggage. No resolution was reached on a refund. I hope this review serves as a call for management to improve their approach to cleanliness and customer service, so future guests don’t encounter similar issues.