BED BUG issue, management unresponsive *
Posted Oct 3, 2016
I found bed bugs under the sheet in my bed, which I brought to the biologist I was staying with, and she confirmed they were indeed bed bugs. I immediately called the front desk. The house keeper and security guard came to the room, and both hotel representatives confirmed that they were bed bugs as well. Hotel staff disassembled the bed in our presence, asked me to kill the bug, and turn it into Housekeeping. They then sent us downstairs to ask for another room. The front desk assured us this would correct the issue, and the hotel manager would be in contact to follow up.
The next morning, we found another bed bug crawling between the sheet and blanket. Having not heard from the manager, I called the front desk again and was told he is unavailable. I insisted and eventually reached him. He told me that nothing was found in the room, and his staff didn't turn in the sample bug. He then contradicted himself and said the bug ( which he claims to have not seen) was harmless and had been brought in on our persons. He refused to refund our payment, or compensate us for the downgraded room we were moved to. Upon further inspection, walnuts and peanuts were found under the bed, as well as dust and debris from the furniture deteriorating over time. It was obvious the bed area had not been cleaned for months.
Finally, I contacted Hilton headquarters and was told that they do not deal with issues such as this, and the General Manager would contact me. He never did.
Comment from Hotel Management
Oct 5, 2016 by HotelMgmt, Hotel Management
Your review concerns us as this is not the experience we wish to deliver. Any claims that we receive, we always bring in a professional pest control company to investigate and after further inspection, nothing was found. We apologize for the movement of rooms and for your experience. Brett Woods GM