Anonymous

Incidents occurred from Wednesday, August 22nd thru Sat August 26th. Room 317. Every morning my mom woke up with bites, each night she got more and more bites. After going to urgent care, we discovered that my dad and I also had bed bug bites, but since my mom was allergic to the bites she reacted far worse. Upon making a report with Management, they said they'd send housekeeping up to inspect the room. All they did was pull the sheets off of the beds and replace them with new sheets. (At least that's all I saw them do while they were in the room). So, naturally, management told us they didn't find anything. When we spoke to management, they were not at all compassionate about the situation. They tried telling us that we may have gotten bit by fleas, mosquitoes, sand flies or other things. They treated us like we were stupid. I'm 100% sure that we were bit by bed bugs, not mosquitoes or fleas or flies! I know what those bites look and feel like. They offered us absolutely NO peace of mind, other than moving us to another room (425). After I asked if they were going to clean all of our clothes they, hesitantly, ended up offering to pay for detergent and costs of washing and drying all of our clothes. They also stated they'd take the room off of the market and have pest control come to check it out that day (Saturday) or Monday if no one was available on Saturday. After offering us a new room, they forced us to sit inside the bed bug infested room for over 3 hours, while waiting for them to get the new room cleaned (and they even told us they'd have the cleaning expedited - there was nothing fast about 3 hrs, should've only taken 30 min at most as everyone was already checked out for the day). During that time we washed And dried ALL of our stuff (the dryer is what kills the bed bugs). Above all else, the new room they put us in wasn't as nice as the previous room (didn't have as good of a balcony - was only half the size of the old one - and while we did still have an ocean view, it was a bit obstructed by the side of the building- building is a U shape and we were now in the corner of the U instead of in the middle of the U where we originally were). Also, Unless pest control arrived after 4pm on Saturday (which I watched for them and never saw them come), then they ended up putting a new family in that room the next day (Sunday), still infested with bed bugs as far as we know. This is absolutely not what we expected from a higher class hotel. We came here because we thought Embassy Suites by Hilton was of higher class and standards. We were sorely mistaken. And despite having the bed bug bites, proving we were afflicted by bed bugs at their hotel, they offered no compensation (other than refunding our laundry costs) or peace of mind for the pain and suffering we went through at their establishment. I do have photos of the bites, yet this site doesn't offer me the ability to upload them. The photos would have you stunned at how badly we were bit! This establishment is beautiful and has so much potential...if only they'd treated guests better and were honest with them. Outside of the bed bug issue, i did get a sheet with a cigarette burn hole through it, a washcloth that had brown stains on it, 2 beach towels that weren't clean and one bath towel with a foul fishy odor. The bathroom sink cabinets were filthy in each room, but the sink, counter-tops, toilets, showers and floors were all clean. Most of the staff is friendly, but several were quite rude. Anyway, bottom line is that we were far from satisfied with our stay and extremely upset about how we were treated!

• Bedbugs Found
• Requested Refund