Upon checking into this hotel and paying for a new renovated room we saw several families asking for their money back and wanting to leave due to the cleanliness of their rooms. We checked in, went into the room and found it smelled horrific. The bathroom was renovated but that was all. The mattress/pillows were not fully completed yet and it was after 5pm. It smells so bad I moved the sheets and saw that nothing had covers on it. So I pulled the seams of the mattress and with my finger nail scrapped bugs from the seam. Black bed bugs. I left the room and went to the front desk. This was 10 minutes after checking in. I calmly and quietly told the woman at the front I would like a refund and that I found bugs in my bed. She raised her voice and started yelling at me across the lobby. I asked the manager if she would step aside and speak to me quietly. I said I didn't want to cause I scene but would not stay there. She gave me my upgrade refund and told me I had to call hotels.com to get the remainder. Upon my phone call to hotels.com, they refused to refund my booking because the same manager refused to authorize it. This place is absolutely disgusting and should be shut down.
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