Company Response
3/31/2026
We take all customer concerns seriously and appreciate the opportunity to respond to this complaint. After a thorough review, we respectfully dispute all of the allegations made.
Our property follows strict cleaning, maintenance, and inspection protocols, including routine checks of guest rooms, bedding, and HVAC systems. At the time of the guest’s stay, there were no reports or documented findings of fungal issues or bed bug activity. Upon awareness of these allegations, the referenced rooms were inspected by Orkin Pest Control, and no evidence of bed bugs or related issues was found.
The guest did raise a concern during his stay regarding an air conditioning filter. In response, our maintenance staff promptly inspected the unit and confirmed that the filter was clean and functioning properly. No further issues were reported at that time.
Regarding the allegation of inappropriate staff conduct, we maintain a strict zero-tolerance policy for harassment or unprofessional behavior. We reviewed staff schedules and spoke with employees on duty, and found no evidence to support these claims.
Furthermore, aside from the air conditioning concern noted above, the guest did not report any other issues during his stay. Our front desk operates 24 hours a day, and we have no record of complaints regarding noise, shower issues, or any other concerns. Had such issues been reported, we would have addressed them immediately.
Importantly, on March 30, 2026, the same individual, Mr. Martin Gonzalez, returned to the property with a new reservation booked through Expedia. During the check-in process, our staff recognized his name in connection with this complaint and contacted management. We personally spoke with Mr. Gonzalez in the lobby and verified his identity, including his phone number and email address, which matched the information listed in this complaint.
During this conversation:
• Mr. Gonzalez confirmed that the only issue he experienced during his prior stay was related to the air conditioning filter.
• He confirmed that no other issues occurred, and did not mention bed bugs, rashes, staff misconduct, or any other allegations described in this complaint.
• When asked directly about this complaint filed with your organization, Mr. Gonzalez stated that he did not file any complaint and was not aware of it.
• He also confirmed that the only other person in the room was his cousin brother Dustin Carrillo, which is inconsistent with the details provided in the complaint.
We asked Mr. Gonzalez to provide a written statement of any issues he experienced, and the written statement (attached) reflects only the air conditioning concern.
Due to the circumstances, we declined accommodation and approved a full cancellation of his reservation without penalty. The individual has also been placed on our Do Not Rent list.
Based on the above, the allegations submitted in this complaint are inconsistent with the guest’s own statements, unsupported by our records, and contradicted by third-party inspection findings.
We respectfully request that this complaint be closed, as it appears to be unfounded and not submitted by the guest himself.
Thank you for your time and consideration.
Sincerely,
Management
Rodeway Inn – Castaic
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