So, I checked into my room, on the 4th floor. It looked great. However, when I rolled back the sheets, I found a black bug. I took a pic and brought it down to the manager, hoping I could get a different room. She listened to me, looked at the pic then went on about how clean their hotel was, the safeguards in place, the housekeeping, and that THEY HAVE NEVER HAD BUGS. As much as I believed her, There was a bug. She insisted it was an outside bug, carried in some how up to the 4th floor.
The only apology was after some time, when I told her how I was startled to see that bug. She apologized that it frightened me.
There was no room available. The only thing she could do was see if she had extra sheets (which she did), then told me I would have have to change them, and please leave the other ones outside my door.
The experience was unsettling for me. Not as much as the bug, but the customer experience.