Anonymous

Stayed at Hilton Hawaiian Village Resort in Waikiki at the Kalia tower level 23. Found bed bugs and eggs on our beds the last morning of our stay. All 3 of us including my daughter have itchy painful bites. Hotel seemed to want to keep us quiet more then address the issue. Offered to take care of our daily room charge. I am so more concerned about my belongings and bringing bugs home to my house. I bagged the the bugs that I could find up in an ice bag for them to see and took pictures. I won’t be staying there again.

• Bedbugs Found
• Requested Refund

Anonymous

My daughter and I got bitten by bed bugs our first night at the hotel on 4/22/19. I have a 2 bites on my leg and I on my buttocks. One of my bites is swollen. My daughter had 5 bites and one of them is swollen also. The hotel moved us to a different room on a different tower, rainbow. The old room with the bugs were in the diamond head tower on the 11th floor. I took pictures of the bites and the manager, tried to tell me that the report came negative and could be flea bites. These bites don’t look like flea bites and only occurred after slept on the infested room. I asked for the professional inspection report but no response from the manager. So disappointed with this management as they made as feel like we were lying just to get a complimentary room but I have pictures of our bites as proof. This ruined our trip!

• Bedbugs Found
• Requested Refund

Anonymous

STATEMENT FROM COLEEN MARKOVIC 4th September 2019 Background: My husband and I, together with another party of two (2) checked into the Hilton Hawaiian Village on Saturday 17th August 2019 for a six (6) night stay. We were travelling together and requested rooms close to each other. We were assigned Room 1417, and the other party assigned room 1423 in the Rainbow Tower. We had made our reservations through an international travel agent months in advance. The incident: At 3am during the night of Monday the 19th September 2019, I awoke because I was extremely uncomfortable and very itchy. I went into the bathroom to see what was bothering me. I then noticed that my left breast had redness and bite marks. On further inspection, I could see two full lines of bites travelling from the side of my left breast all the way around to my right breast. There was redness about an inch wide around each bite resulting in large welts. I used a cold face washer in an attempt to ease the itch and pain, then returned to bed. I had a restless couple of hours back in bed, and then rose at 6am to discover that I had a mass of red itchy lumps on the back of both thighs, behind my knees, on the back of my arms, left breast and two full runs of bites from one breast to the other. I was very distressed, uncomfortable, and in pain. By mid-afternoon of the same day, I went to the doctor based at the Hilton Hawaiian Village because I was in so much pain and the lumps had become larger. This incurred a considerable expense. On inspection of the bites and welts, both the doctor and the nurse immediately told me it was Bed Bugs and that I needed to be removed from our room immediately. I was very distressed. I went back to my room to collect my husband and we both went to our cousin’s room (1423) to contact management. Impact and Consequences: This was meant to be a very special family holiday. My husband has terminal cancer and I am his major carer. As a consequence of me becoming unwell from the bites, our cousins (travelling companions) were required to assist me with this trauma. This included, but not limited to, having to package up our entire luggage for laundering, which took considerable time, and assist in the relocation to another room. The new room was now on a different floor. Therefore, the impact of me being bitten from bed bugs was now considerably impacting four (4) people. It took us hours to bag up all our belongings to move to a room that wasn’t infested by Bed Bugs. Throughout the proceeding week, the lumps just got worst, festered, blistered and scabbed over. As a result, sleeping was impossible; I was unable to do any tours or sightseeing. Even sitting was very painful because I had to sit on the very edge of the chair. Our cousins were unable to do any tours as they needed to help with my husband because I was unable due to the pain I was in. (as mentioned, I am my husband’s carer). They also had trouble with Cockroaches in their room! This would be documented with housekeeping as they sprayed their room. I was humiliated as I had to lift my dress on several occasions to show Hilton personnel the bites on the back of my legs. Some people took photographs. All people that saw the bites gasped at the severity. I also had to wear long dresses for the remainder of our stay because I was embarrassed by the look of my legs. Expectation: 1. A full refund of accommodation costs, resort fees and airfares for all four (4) of us. 2. Compensation for pain, suffering and humiliation suffered by myself as a consequence of a severe bed bug attack whilst staying at your hotel. Hilton Hawaiian Village is a very big and busy resort. We were told that it was fully booked at the time of our stay. As a consequence, appropriate Duty of Care was not provided to us. Summary: As a result of my stay at your hotel, I suffered a severe attack of bed bugs. This resulted in me enduring pain and suffering and humiliation. In addition, it impacted on my husband and our other two (2) travelling companions. I will forward photographs to support the above. I have made every attempt to handle this in a dignified manner. I did not come down to reception and make a fuss. I tried to be as courteous as possible with the Hilton by not flashing the bites around in public, or at reception. I have not posted on the internet, Facebook, hotel reviews or trip advisor. I have not contacted national television stations. I am not the kind of person to over react, and reiterate, I did not make a scene at the resort. I will contact a lawyer and sue due to the lack of duty and care to myself and my husband if this is not taken very serious. It is a continuing nightmare for me. I am still suffering with lumps and itchiness two and a half weeks later. I am not a young woman and now the very thought of staying in a hotel gives me a “nervous belly”. If this does not settle, I will see my doctor about getting some anxiety medication, as we travel interstate every second week so my husband can have his Chemotherapy treatments and see his specialist. Please see attached photos so that you can see the severity of my bites. Please respond promptly. Yours sincerely Coleen Markovic 4th September 2019 Page 3 of 3 This is what we sent to the hotels insurance company. To date 31st October 2019 we are still waiting for them to access our claim. I have emailed them and told them due to their lack of concern I would be warning people. I am still scared with purple marks on both legs. I have photos and video, my bites were very severe. I think I need a lawyer but im in Australia .

• Bedbugs Found
• Requested Refund