UPDATE
When I went to checkout this morning from the hotel, I expressed my disgust. The receptionist proactively offered to waive my bar bill (2 drinks, 24 euros) and give me free breakfast (which is worthless to me). I explained to her that's very nice, but that's definitely not going to cut it.
Here's the list of events that occured thereafter:
- I told them they must refund the cash and ponts for the 2 nights plus give me money to have all my clothes cleaned, as well as something additional to make me happy. The manager on staff said they cannot do that.
- I asked for the general manager and they told me that they're in a meeting.
- they told me in order to checkout, I must sign the bill. I refused. They said that they won't let me leave unless I sign, I said ok, so stop me. They said more firmly, sir, you need to sign the bill to leave. Stupidly, I signed (regret that...).
- I offered to take the manager upstairs to see the bugs. They came and saw. Dozens of bugs all over the bed, pillows, etc and blood spots from the bites.
- I left my cell phone number for the hotel manager to call me.
- I told them if I don't hear from them by days end, I will post the pictures and horrible experience all over the web.
- I left the hotel.
Since then, I called amex (yes, paid with SPG amex) to dispute the charge, which I couldn't do yet because the charge didn't post. They noted my account. I called SPG and filed a formal complaint. SPG was very apologetic and upset with my experience. They opened a complaint and the cust service manager emailed me personally to deal directly with him.
Let's see how this plays out...
