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| - I recently stayed at the Riviera for a large, national conference and have been fantasizing about what kind of review I would write after the horrible service I received.
I should mention, first, that we were warned about booking a room at the hotel. Several people affiliated with the conference warned they, their family members, or friends had gotten bed bugs while staying at the Riviera. Because the conference we were in Vegas to attend was being held there, my colleague and I decided to press our luck and stay there for convenience.
I've decided to write a simple account of my experience in chronological order.
1) When I went to check in, I attempted to redeem a voucher for a free room upgrade. Surprise! The room was already booked and they had only rooms left with king-sized beds. No offense fo my colleague, but we preferred to have our own beds. Sounded like the Twitter deal was a scam. The real offense? The check-in clerk was incredibly rude. I was astounded.
2) We got bedbugs. Yep. It happened. I have pictures. When we brought this to the front desk's attention a manager came out, hurried us into a corner, told us security would meet us up at the room to investigate. We protested, he insisted. We went up to the room where a security officer met us. He took pictures of the bites, wrote something down and keyed up his radio, "Code green, that's a positive." I rolled my eyes. He took his flashlight and peered under the top cover. "I don't see any bedbugs."
Bedbugs infest the corners of mattresses. They get in the little seams. They crawl on the top of picture frames. Alongside the corners of the carpet. I couldn't believe it. We protested and he called his supervisor.
This huge guy came into the room and we explained how impossible it was to conclude there were no bedbugs after such a cursory check. We said we didn't want to pay for the room. He said that the management would take care of everything and escorted us back to the manager.
The manager told us there was nothing he could do except change our rooms. He told us security have their procedures and are trained (to be useless, for sure). We protested. He gave us a card and said loss prevention would contact us in 7-10 days. That was on the 14th of March. Today is March 29th; I've heard nothing. We told him the security guy said management would take care of us. He said there was nothing he could do. As a result of their incompetence, we missed dinner with our colleagues. They did give us, after my roommate got upset, a voucher for dinner.
3) When we went to check out, we asked right away to speak with a manager. A different manager than the previous night appeared, and when we said we got bedbugs she hurried us away from the other folks checking out. We told her we didn't want to pay for the room. She said there was nothing she could do--loss prevention would contact us. We said she was the manager--she could do anything she wanted. I said, "I've read many reviews on various travel sites that have claimed loss prevention never contacts them after they get bed bugs." She got upset and said, "Why would you go and read those sites!" I laughed and said, I'm happy to show the folks in line my bites. Then she called security.
4) Security came and mocked us and threatened us. We said we were here with the teacher's conference, and one guard got angry and said angrily, "What kind of teachers do you think you are?" They circled us as my roommate continued talking to the manager. I told them to get out of my personal space and asked folks who were checking out to witness their hostility. They got in my face and I started taking pictures. I have several. I started tweeting everything. That's when they backed off and left.
Now, you can make your own decision to stay here. My roommate and I have not yet been contacted by the hotel about getting bed bugs.
The managers at this hotel had total control over our experience as guests, and they chose not to compensate us adequately, the hotel security insulted and threatened us, and there has been no follow up.
Choose where you stay wisely.
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