Clarion Hotel

I reserved 3 rooms for Friday July 12th into Saturday July 13th at the Clarion in New Castle DE. 2 rooms had 1 king bed and the 3rd room had 2 double beds. When we showed up we quickly realized that the hotel was under construction, which was never mentioned when booking the rooms. The first room with the king bed just looked dirty (hair on the bed sheets, dirty towels). The room with the 2 double beds was even worse with the hair in the sheets, dirty towels, floor felt like it was not clean. There were exposed wires from the construction they were doing in the hotel. We were unable to sleep because we have small children and we didn't want them touching anything. The 3rd room with the king bed in it was the worse. The floors were sticky as they were not clean, the towels were dirty, the shower door was broken, there was hair on the pillows, in the sheets and all over the blanket. There was what appeared to be blood on the blanket in multiple spots (we have picture proof), there was what looked like poop smeared inside the nightstand next to the bed. Black marks all over the pillow cases. We had someone go to the front counter asking for a new blanket to which we were told sorry we have no more. There was someone else at the front desk complaining about the blanket. We had to place our personal towels down on the bed in order to even lay on it. This clearly is an ongoing issue with this hotel as we were not the only people complaining.

I called to file a complaint with the company and was told that they were going to comp us one free night. They were giving us 8000 points to compansate for the free night. When I went to book another room for a different night (the same price as the previous hotel) I was unable to get the free night. It was taking 6000 points and than making me pay another $75 dollars on top of those points. When I called to figure out what was going on, they told us that points change from night to night and since I agreed to the 8000 points there was nothing they could do for us. I tried explaining to them that I agreed to have 1 night compansated and that was not happening. They continued to tell us the case was closed and there was nothing they could do. They were going to listen to the tapes and determine who was at fault and then call us back. We have not gotten a call back from them. The customer service department didn't seem to care that the hotel was not in a state to be having quests stay there.

Vacation Stay at the Clarion Hotel Belle 1612 Dupont HWY, New Castle Del. 19720 302 428 1000.

This is the email that was forwarded to the hotel, general manager *** or *** and to Choice Hotels International. As of this contact to the Revdex.com, I have not yet been contacted by general management or the choice hotels.
We checked in to the hotel on 08/31/2018 for a 3 night stay and checked out on 09/03/2018. We were given room # 225. On Sunday morning 09/02/2018 we awoke on or about 620am to find bed bug bites on upper and lower exermities. After searching the room and the bed we found a live bed bug crawling along the wall in the bathroom. ( Photographs are available )

We immediately called the front desk an was initially told that the hotel was booked due to multiple events. Unacceptable, I then asked the from desk would you stay in a room with bed bugs, and invited her to come up to the room and see the live bed bug crawling along the wall.

She replied, " there is no need for me to come to your room". Front desk called us back within 10 minutes, they had located an available room.
We were provided with room 211.
Front desk informed us that the general manager ***, would be in the office about 10am. After 6 visits to the front desk still no GM available. We also informed the sales manager, who took a photo of our contact information, and texted it to this GM, no call and he was not on premises. Upon check out 09/03/2018 1pm still no GM, however the front desk person showed us that the incident had been logged in the hotel communication book, and GM, was verbally informed by staff who listed incident in the communication log. We spent 4 hours in the local laundry washing our clothing, and to purchase hydrocritizone for the itching, and had to throw out 2 carry on bags, for fear that we would bring bed bugs in to our home. After check out I emailed choice hotels they promised to return call within 7 days, they have not called as of this contact. Photographs available.