Holiday Inn Minneapolis Airport SE - Eagan

Hi Mr*** *** Our Hotel Holiday Inn Minneapolis Airport SE-Eagan on *** *** *** *** Eagan MN received a letter from you this week regards to the Guest Service Case#***First of all, we deeply apologize for the inconvenience that our guests had occurred during their stay
from to 6.16.2018. We did investigate on this case after we had received your letter, the guest complained about there were bugs in the guest room and we switched the guests to another room with no charge. I had attached a copy of the guest receipt, we had revised guest's room charge immediately once we received the complaint, we had taken action when the guests were still in-house. Both of our front desk agent and one of our managers had apologized to the guest in person and informed the guest that her room charge will be all revised and compedWe were very surprised about the bug issue because our hotel works with a pest control vendor for years and we do schedule weekly on-site pest control service with them. We again apologize for the guest service and room condition issue, please note guest satisfaction is always our main concernAs an IHG franchised hotel, we work hard with IHG to improve our brand standard and guest service quality. We will reach to the guest again to see if there's anything we could help and please don't hesitate to reach me out if you have any question Sincerely yours, Vini ***

I am rejecting this response because: I am sorry but yes your staff did change us to a new room while we still thereYes you refunded the night we stayed there. However, we are out of luggage due to not wanting to bring cockroaches back with us. I was advised by a pest control company to throw them away and not bring them into my home. The male there was not very respectful until the lady came up front. There was cockroaches in the room they transferred us to (not bugs---cockroaches) and your staff did know you had a problem because the staff even confirmed it. So, at the point we left to a different hotel. If you listen to your recordings at the front desk you will hear the conversation that took placeYou will see the cockroaches in the cup. I was never contacted by anyone. I just hope in the future the problem is solved (cockroaches & staff (male) for any future guests that stay there so they don't have to go thru the same things we did. Also, I have worked in guest service prior and the way it was handled was not correct. Thank you!