Anonymous

Bed bug found on 6/19/2020. 5 stars for the way the management handled it. Checked in late on June 18th. When we were about to go to sleep, we saw a spec on the pillow. It was moving and I filmed it. I took the picture to the front desk, and their response is that they haven't had any pest issues this season (they did not say anything about it being a bed bug). They pretty quickly offered to put us in a different room. Initially they wanted to put us upstairs, but with COVID, I didn't feel comfortable getting in the elevator. Plus, it was late and I didn't want to have to pack up the suitcases. Their only available room on the first floor was a suite, but they agreed to give us the upgrade while still allowing us to keep the original room so we wouldn't have to pack everything up. Once I got the wife and kids settled in the new room, I went back to the original room, and the bug had moved onto the sheets. That's when I decided to bag it up and take a closer look. It looked like a bed bug. The next morning, I took the bag to the manager. He was very responsive and agreed that it was a bed bug. I asked him about their procedure for handling bed bugs, since there's apparently no standard across all Hiltons. He said that they heat up the room to a certain temperature (160F I think?), which apparently kills the bugs. He seemed to take the issue seriously and even said that he would need to treat the adjoining room that had a shared door. He proceeded to ask me if there was anything else he could help me with. I asked if he could comp part of the room. I was hoping to get half of the price I paid refunded to me, but he took off the entire charge. With the replacement room and the full refund, I think the management handled the situation very well given the circumstances. My only wish is that the first front desk person would have proactively told me that it was a bed bug. I'm not sure they even knew themselves, though.

• Bedbugs Found
• Requested Refund