I am writing to bring to your attention a concerning incident during my recent stay.
On the morning of [insert date], I woke up with visible red marks on my right arm, which I promptly showed to the front office. Unfortunately, no apology was offered, though pictures of my arm were taken.
Later, I spoke with the manager on duty. While he mentioned that an expert on bed bugs would be contacted, the tone left me uncertain whether this was a genuine follow-up or a veiled way of dismissing the issue. Regardless, the lack of empathy, acknowledgment, or ownership was disappointing. An apology or offer of a refund would have been appropriate given the circumstances.
That said, I would like to thank the staff for assisting with bringing my luggage down at 12 p.m.—that help was sincerely appreciated.
I hope your team takes this matter seriously. Incidents like this can not only cause discomfort but also reflect poorly on the level of customer care expected from your establishment.