ComplaintsforCambria Hotel Pittsburgh

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Friday July 28th, my wife and I traveled from Rochester New York to Pittsburgh Pennsylvania for a weekend getaway. We stayed at the Cambria Hotel Pittsburgh for two nights. Upon check in, we walked into our room which was room 204, and were immediately disgusted by the room. The carpets had stains all over the place. My wife goes to plug in her phone beside the bed and finds what appeared to be throw up on the walls. There were stains on the curtains, bed sheets. The room was so gross that my wife and I would not walk without shoes in the room. My wife received a text asking about how our room was and she complained stating the above complaints. They asked if we would like housekeeping to come up and she said yes that we would and that we also would like more towels. They responded that they would send housekeeping up, they did they bring the towels up, but did not clean the room. Saturday night we went to out and got back to the hotel at 1130 at night to be welcomed backed by one of the worst customer service employees ever Kevin. The door was locked for security reasons, so he was pointing at something through the glass and finally opened the door for us. He response was, “Can I help you? And I go “I am walking into the hotel that I am staying at.” He goes “Well I pointed to the sign, that's why the sign is there.” With attitude along with other statements. Other guests were sitting in the lobby and voiced their concerns about how rude this gentleman was. When you stay at a hotel and spend hundreds of dollars, you expect to feel welcomed at the hotel EVERY time you walk in and Kevin, did not at all to any of the guest. We voiced our concerns again to the hotel, and they said we should have asked for housekeeping to come up, which we did. They also told us that they only clean the rooms every three days which is completing disgusting, and they should be cleaned every time a new guest arrives, which are room was clearly not.

• Initial Complaint

  03/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cannot stress enough to stay away from this place. These were just two things we found in this hotel room that made us never want to return. There was a USED hypodermic needle and a "red substance" next to the bed. We check under the mattress in hotels for bed bugs and my fiancé noticed the needle and we were extremely frightened by that and then some. If he never lifted the mattress as high as he did, we would have been sleeping below a USED HYPODERMIC NEEDLE WITH DRIED BLOOD ON IT. Thankfully, neither myself or my fiancé came in close contact to either issue but we immediately called the front desk after discovering this under the mattress and seeing the blood. No one came up for several minutes. We went down to the front desk to get a refund and get out of there. A new room was offered to us but we never would stay in this hotel ever again. But to top it off, we were charged not once, but TWICE. Absolutely stay away from this place. We are disgusted and have contacted proper authorities on this matter.

  Business response

  04/18/2023

   *** **** came to the front desk and told us that she had found a hypodermic needle on her mattress and that there was blood on the sheets in the room she was put in.  However, she then changed it to it was under the mattress.  We immediately refunded all of her money and offered her another room free of charge.  She said no and that it was fine to just refund her money.  Myself and my supervisor went to the room immediately with a needle disposal bottle and gloves.  We could not find anything but a completely tucked in mattress.  We lifted the mattress very high in the air to find the needle in the middle of the king size bed.  The cap was just off the needle next to it.  Should this be something our guest would find no absolutely not.  However, there is no way that a housekeeper could lift a king size mattress to see if there is something in the middle of the mattress and the box spring.  As far as the red stain she referred to it was alongside the curtains and it is a red stain from hair dye.  We have had the carpets cleaned several times and it will not come out.  We are in the process of replacing the carpets that have stains that cannot be removed.  The hotel did everything it could to accommodate *** *****  
  Thank you for your help,
  
  Debbie C********
  Front Desk Manager
  Cambria Hotel Pittsburgh

  Customer response

  04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did not change my story. I do not appreciate the manager saying that I changed my story. I was shaken up considering the fact that a hypodermic needle was found underneath our mattress. Along with a red substance next to the bed. There was no mention of hair dye being the red substance. I have pictures once again to prove our situation. Irregardless of the substance, that is not for the guest to determine, consider the circumstances, what would their first thought be in our situation? It is slovenly to not have changed the carpet knowing allowing a mess to remain. Secondly, it IS the responsibility of housekeeping to ensure that rooms are safe and clean, this is not above nor beyond their ability, as insinuating such effectively removes blame for the entire situation.

   I am frustrated with the way the business is handling this. 

  
  Regards,
  
  ****** ****

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello and thank you in advance for your effort to have $50 returned to me for "incidental" charges by Cambria Hotel, 1320 Centre Av, Pittsburgh where I stayed from Friday afternoon, September 14, 2002 until Sunday morning, September 16. I left the room in excellent condition and did not use room service. Upon check out, I was told to expect the $50 within 7 - 10 days. This Sunday, November 6th will be three weeks since I checked out. The hotel has been impossible to communicate with; either the Reservations Desk doesn't answer or voice mail messages are repeated left for the HR/Accounting Dept. For what it's worth, I am a senior citizen. Again, with thanks in advance for your effort.

  Business response

  11/14/2022

  The guest had a $50 incidental hold that was authorized on the date of arrival.  The hold was released by the hotel on the day of departure.  It is up to the guests bank as to how long it takes for them to release the authorization.  It depends on the type of card the guest used.  If it is a debit card or a prepaid debit card it can take several weeks.  The hotel is not and has not been holding any funds since the guest checked out.  The guest would need to contact their bank to find out what the hold up is with the card.
  
  Thank you,
  
  Debbie C********
  Front Desk Manager

  Customer response

  11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** *******

   

  Thank you, BBB for following through.  I submitted Cambria's response to AmEx, where a dispute was filed to more fully investigate.  I will be in touch accordingly.  Thank you again.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩