Anonymous

This is the worst experience I've ever had at any property due to the presence of bedbugs and an abusive response from General Manager. Around 10:48 pm on my second night stay, I found bed bugs under my pillow in a room that otherwise appeared clean and in good repair. I photographed a bug then caught it in a bag and took it to the front desk. The outgoing and incoming staff were present and verified it was a bedbug. They immediately offered a room change which I accepted. They were polite, apologetic and helpful and offered to begin the process to request my Hilton Honors points returned to my account. Because I provide multi facility residential oversight in my line of work, I've been trained in bed bug protocol. I asked for large trash bags to place my belongings into. I had to pack not only my things but also my son's, get a luggage trolley, move to the new room, return the trolley and the master room key I was given to use until my new key was made. It was around midnight when I was in my new room. We were in town for a college graduation and my belongings were potentially infested. I was unable to sleep concerned this new room was affected as well. Upon discharge I asked the front desk clerk if they had an update on returning my points. The clerk was condescending and dismissive of my experience. He said I would only hear back if his exterminator verified that it was a bedbug I had found under my pillow. He did not show compassion or respect for this upsetting situation. As I tried to explain that I only wanted my points returned he became belligerent and stern with me. When I intentionally elevated my voice by saying "BUGS were in my BED" he reached for the phone, then hung it up without dialing and started rapidly repeating "you have to leave, you have to leave, you have to leave." I asked for his name thinking this was an improperly trained inexperienced staff member, but he refused to give it to me. I told him I would only leave once he gave his name. Eventually he pointed at the business cards and said he was the General Manager." I called my husband to explain this treatment and he called the property twice and was told by staff each time that manager wouldn't take his call.  The frontline staff was better equipped to manage a service failure than their leader. I am horrified by finding a bedbug in my bed and even more so by the customer service failure by the manager. The very worst part is this was at a Hilton Property where I have a long history of wonderful stays.  The past two days have been spent treating each piece of our belongings to reduce the likelihood of taking home bed bugs rather than celebrating the college graduation we were there for. Check in on 10/26/23, bedbugs found on 10/27/23 at 10:48pm. Moved to room 409. Checked out am of 10/28/23.

• Bedbugs Found
• Requested Refund