Hello, my name is Jeffery Dorsey. My wife and I were staying at the Embassy Suites by Hilton Lexington/UK Coldstream under itinerary number 72065793848508. We encountered multiple bed bugs in our original room (#212) late on September 7th. Although the staff moved us to another room, we were very uncomfortable remaining at this property for health and safety reasons. We were never offered the opportunity to speak with upper management, nor accomodated of our request for a room at another location.
This has caused us major inconvenience as we were here for a wedding, and my wife was very upset and uncomfortable staying there. We were severely sleep deprived.
We have already documented the incident and communicated it through the Hotels.com portal. At this point, we would like this escalated to a manager who can authorize a refund. We were not comfortable remaining at the Embassy Suites but we had to anyway because no one contacted us nor offered a different location. We never felt valued as a customer. We had to request for fresh linens the next day when our expectation was that fresh linens are provided daily. Ultimately, there was no sense of urgency to address our immediate concern anout the bed bugs nor were we satisfied with the quality of customer care provided.
I can be reached directly at 256-797-7645. Thank you for your urgent attention.