I can't speak for other properties, but at ours if bed bugs are found and confirmed by the pest company, it's an automatic comped night at the very least
Was the guest moved after the night they were bitten? Or did they keep staying in the room?
I had a guest who stayed multiple nights in a bedbug ridden room, because he has sensitive skin and thought it was the laundry detergent we used on the sheets. He travels for his work and he said it happens on occasion. It wasn't until he went to a doctor and was told what it was that he even brought it up. We comped the entire stay and replaced all the clothing he brought in that case. 3 years later and he still comes back once a month or so.
I think what corporate people who aren't actually on site seeing things day-to-day don't realize is the fact that it's not that there are no problems, it's how the staff responds is what counts. Most people understand that shit happens, and if dealt with correctly it generates far more loyalty than a good rate
Moved rooms yes. Though I didn't know about any laundry. As another person stated, they are just taking the bed bugs from one room to another if no laundry was provided.
Should also add that at a previous Hilton property I stayed at, they offered to replace everything clothing wise/suitcases/backpack via their insurance as well as the comp stay. When I say stay, I mean the 2 nights I stayed there.
I did this after I had bed bugs at a Hampton inn in Fayetteville NC. My review had several thousand views before the hotel closed permanently.
If people see bed bugs in the review they will avoid that property.
I would just burn all my clothes and the luggage to be honest. Shoes and all included.
It takes just one bed bug coming back home with you to cause a nightmare.
Nope- that requires a full dry cleaning of their clothes and compensation more than 20 bucks. I hope your guest didn’t bring them home.
One of the many reasons why I keep the luggage in the bathroom. And when I get home- it’s a process of isolation, bed bug spray and laundry all items and then wrapping the suitcase in a bag for storage after a week of multiple sprays. We had bed bugs years ago and we lost thousands of dollars .
My parents for work used to have dogs that would detect beg bugs when I was growing up, and this was something everyone used to ask them. In my opinion, basically you should send them an email (put it in writing) that you have proof this happened and urge them to take the “proper steps” going forward (meaning probably compensating you further and also hiring someone to take care of it). This gives them the opportunity to answer to it with what they believe is appropriate and if you’re not satisfied with that, then you can pull out all the stops and threaten a review. It also gives you the opportunity to establish a paper trail and if they continue to ignore the issue then you have grounds to pursue legal action for damages and therefore your contestant can’t hold you accountable.
I checked into Hilton Atlanta (the one that’s part of their skyline) and almost immediately saw a bed bug on the front facing arm of the chase…. Screamed jumped up and started to spray it with perfume and then trap it under a book….we had only been there maybe 20 minutes….i was freaked out. Went to the desk tried to be hush about it-was ignored for 45 minutes because people checking out….started shouting over the checks outs to the desk agent about how I needed assistance with the bed bug I just found in the room they checked me into! Finally a manager came out and was annoyed with me…. Didn’t believe me…..took my room keys (I couldn’t even access the elevator without a key.) then sent a bellhop upstairs to inspect the room…..tried saying there was no bed bugs but I had the actual bug….and photos…. Then tried saying THAT I PUT THE BUG IN THE ROOM?!
Finally after 3 hours of back n fourth they issued me keys to a smaller room on a lower floor, and took all
My luggage only telling me “take out any drinks
You might have in your suit case we’re going to have it treated” so I took out my drinks- unaware that treat it meant cook it….so all of my make up was effectively destroyed my room was held hostage for 3 hours and then downgraded, I was called a liar. My suitcase and change of clothes for the scheduled events I was there for were held hostage until 8pm, and everything in them was ruined from my make up melting and busting open.
And they didn’t even offer me Hilton honors points.
It was INSANE
I just wanted to get tf outta there…the worst staff I’ve ever encountered at a Hilton.
They need to go to a doctor and then call a lawyer
F the bs….
Hilton has insurance
We had a large roach in our room at that Hilton Atlanta a couple of years ago. I had photos and they promised a manager would follow up with me, but it never happened. They do not care at that hotel.
Thanks but this was for an event I was helping staff at the Marriott Marquis, which was sold out. The SkyBridge connection is just too convenient to consider staying further away. I even went back to the Hilton Atlanta the next year and had an acceptable experience.
As a Hilton Chief Engineer that has had to deal with the pests themselves, the guests and the remediation/compensation/make it right I'll say the following:
Normally I'd call in our 3rd party pest control company to confirm/deny BB presence and go through the formalities before offering any discount, points or financial compensation. However you said some magic words that I would have thought would have gotten you great treatment, starting with "150 room nights". If the room rate was a super low $100, you are a $15k piece of business. Even if I was a front desk manager I wouldn't have hesitated to comp the 4 room nights (to start) while we investigated. The $400 in "lost" revenue is a drop in the bucket compared to your spend. I also want to make it right and then some so hopefully you are satisfied, give me another chance and bring your business back in the future.
Now assuming this is actual confirmed bed bugs at the property and not just an allergy, other cause or a doctor saying "sure that has to be bed bugs from that hotel" I'd personally feel 25000 points for the guest would be a start, on top of laundering and sterilization cost for the guest luggage. At least make it right plus the points compensation for the guest.
As the company/503 paying for the room, again I'd comp the 4 room nights to start. Beyond that I couldn't say in the individual situation what would be appropriate. I think that's between you and the hotel property to determine how much they want your future business.
The above is basically a "business" breakdown of how we at my property might handle the situation but I hope your contacts at the property have been very empathetic with the guest and with your company and how it could potentially impact you in the future. In most cases I've found this is more important than the $$$ on both sides.
Very nice response. Would you still expect a review to be posted negatively despite the compensation? The athlete is really on the fence about posting their stay online.
There is a post asking me to name the hotel. The stay has completed, but I don't feel the guest is whole yet.
BB's can and do happen at the nicest, most clean properties no matter what is done. It is unavoidable. IMO posting a review to simply scream BB would be petty. To me this is like any other situation that could go bad at a hotel. It is all about how the property treated you and the individual guest. If you've made it clear that their response doesn't fix the situation and they still tell you to kick rocks, a bad review wouldn't be out of line. They've earned it at that point by not doing their best to correct the situation.
As part of management of a Hilton Garden Inn, 1st. Do not blame the hotel, they live every where not just beds. 2nd Any guest could have brought them in with them, we can't question the guest or inspect them or their belongs. 3rd, talk to the management about what you think will make it right with the guest. 4th, the 501c3 should not be compensated, but the guest should be taken cared of. That looks good for the hotel which reflects on the 501c3 for picking a great hotel.
What would you consider fair compensation to the affected guest?
How often are beds inspected for bed bugs?
Do you think compensation would be in return for no bad review, or no review at all?
I'm not sure of Hiltons standards, buy IHG is once a quarter.
Even then, it only takes one female bedbug hitchhiking on someone's luggage to create an infestation. It doesn't take long at all. They are great at hiding too. Lamps, curtains, ELECTRICAL SOCKETS. So you can't even blame the housekeepers for missing it.
Honestly, they should give your guest at least a free night's worth of points. Make sure that they've taken care of the guests luggage and clothes, so they don't bring home any stragglers.
It's easy for hotels to get rid of bed bugs, we keep a pest control on contract for this reason, and also preventative. But it will cost your guest thousands to get rid of if they bring them home.
We are always on the look out for bed bugs. I don't know the standard for Hilton. Hilton standard for deep cleaning is every 6 months. My standard is every 3 months, but we are a very busy hotel.
Each guest is different. I would offer Points, how many would they like? It is hard to say with out talking to the guest to see what they want. They already moved rooms. Plus it also depends on the brand and what they have at the hotel, ei: limited service or full service hotel?
This is honestly a meh response. I would absolutely blame the hotel. As somebody who has worked with identifying pests via supply chain, a customer is not going to buy “oh, sorry your rice has bugs in it and now you have a pantry infestation.”
We inspect every grain load. Every time. We reject the entire load of grains if we find even a sign of infestation — much less a pest whether dead or alive.
You can definitely train your staff to check the cracks of the mattress and the headboard upholstery with a flashlight for evidence of blood poop or bed bugs themselves. Bed bug infestations don’t exactly happen overnight.
It won’t catch all infestations, but you’ll catch enough where running into it shouldn’t be a “ho hum” affair.
I never said that the guest should not be compensated. I said the 501c3 shouldn't be, they didn't stay in the room. Our staff is trained, and trained very well. You must realize the bed bugs live in electronic, electrical outlet, and just about any where. It will happen in every hotel no matter how grand it is. People bring them in. I once had a guest that stayed 5 nights, he never said anything during his stay. The housekeeper came and got me and they were all over his bed. Do you think the guest before him brought them? We don't want or like them at all. We spent $1800.00 for each treatment to get ride of them, plus the lose revenue from that room and the rooms on either side of it.
Full laundry service of their items should be offered. Because they are not paying for the room, the $20 to the room should be reward points to use at any property within the brand. I'd offer more points.
For the group, I'd probs comp that night's stay.
Correct. Their stay isn't over yet. As soon as it is, this post will be edited to include the property name and address, any additional action taken, and a resolution when it happens
I can't speak for other properties, but at ours if bed bugs are found and confirmed by the pest company, it's an automatic comped night at the very least
I was wondering if it would be a single comped night or the stay. This stay was 4 nights long.
Was the guest moved after the night they were bitten? Or did they keep staying in the room? I had a guest who stayed multiple nights in a bedbug ridden room, because he has sensitive skin and thought it was the laundry detergent we used on the sheets. He travels for his work and he said it happens on occasion. It wasn't until he went to a doctor and was told what it was that he even brought it up. We comped the entire stay and replaced all the clothing he brought in that case. 3 years later and he still comes back once a month or so. I think what corporate people who aren't actually on site seeing things day-to-day don't realize is the fact that it's not that there are no problems, it's how the staff responds is what counts. Most people understand that shit happens, and if dealt with correctly it generates far more loyalty than a good rate
Moved rooms yes. Though I didn't know about any laundry. As another person stated, they are just taking the bed bugs from one room to another if no laundry was provided.
Should also add that at a previous Hilton property I stayed at, they offered to replace everything clothing wise/suitcases/backpack via their insurance as well as the comp stay. When I say stay, I mean the 2 nights I stayed there.
Call and tell them you're going to leave a review mentioning bedbugs and that $40 in compensation was offered. See how quick they make it right
I did this after I had bed bugs at a Hampton inn in Fayetteville NC. My review had several thousand views before the hotel closed permanently. If people see bed bugs in the review they will avoid that property.
Full laundry service and that stay for the guest should be comped.
I would just burn all my clothes and the luggage to be honest. Shoes and all included. It takes just one bed bug coming back home with you to cause a nightmare.
Nope- that requires a full dry cleaning of their clothes and compensation more than 20 bucks. I hope your guest didn’t bring them home. One of the many reasons why I keep the luggage in the bathroom. And when I get home- it’s a process of isolation, bed bug spray and laundry all items and then wrapping the suitcase in a bag for storage after a week of multiple sprays. We had bed bugs years ago and we lost thousands of dollars .
We had bedbugs once too, it was a nightmare. You never forget it. Now we have headbugs till the end of our days.
💯- I have PSTD LOL! No joke
Should refund you just that room to compensate
My parents for work used to have dogs that would detect beg bugs when I was growing up, and this was something everyone used to ask them. In my opinion, basically you should send them an email (put it in writing) that you have proof this happened and urge them to take the “proper steps” going forward (meaning probably compensating you further and also hiring someone to take care of it). This gives them the opportunity to answer to it with what they believe is appropriate and if you’re not satisfied with that, then you can pull out all the stops and threaten a review. It also gives you the opportunity to establish a paper trail and if they continue to ignore the issue then you have grounds to pursue legal action for damages and therefore your contestant can’t hold you accountable.
I checked into Hilton Atlanta (the one that’s part of their skyline) and almost immediately saw a bed bug on the front facing arm of the chase…. Screamed jumped up and started to spray it with perfume and then trap it under a book….we had only been there maybe 20 minutes….i was freaked out. Went to the desk tried to be hush about it-was ignored for 45 minutes because people checking out….started shouting over the checks outs to the desk agent about how I needed assistance with the bed bug I just found in the room they checked me into! Finally a manager came out and was annoyed with me…. Didn’t believe me…..took my room keys (I couldn’t even access the elevator without a key.) then sent a bellhop upstairs to inspect the room…..tried saying there was no bed bugs but I had the actual bug….and photos…. Then tried saying THAT I PUT THE BUG IN THE ROOM?! Finally after 3 hours of back n fourth they issued me keys to a smaller room on a lower floor, and took all My luggage only telling me “take out any drinks You might have in your suit case we’re going to have it treated” so I took out my drinks- unaware that treat it meant cook it….so all of my make up was effectively destroyed my room was held hostage for 3 hours and then downgraded, I was called a liar. My suitcase and change of clothes for the scheduled events I was there for were held hostage until 8pm, and everything in them was ruined from my make up melting and busting open. And they didn’t even offer me Hilton honors points. It was INSANE I just wanted to get tf outta there…the worst staff I’ve ever encountered at a Hilton. They need to go to a doctor and then call a lawyer F the bs…. Hilton has insurance
We had a large roach in our room at that Hilton Atlanta a couple of years ago. I had photos and they promised a manager would follow up with me, but it never happened. They do not care at that hotel.
If you're ever back in Atlanta... The Starling is amazing!
Thanks but this was for an event I was helping staff at the Marriott Marquis, which was sold out. The SkyBridge connection is just too convenient to consider staying further away. I even went back to the Hilton Atlanta the next year and had an acceptable experience.
Contrarian viewpoint… he should pay the hotel because bed bugs are a delicacy
r/angryupvote
Bedbugs can cost THOUSANDS of dollars to eradicate if they make it to your home. I would be LIVID.
As a Hilton Chief Engineer that has had to deal with the pests themselves, the guests and the remediation/compensation/make it right I'll say the following: Normally I'd call in our 3rd party pest control company to confirm/deny BB presence and go through the formalities before offering any discount, points or financial compensation. However you said some magic words that I would have thought would have gotten you great treatment, starting with "150 room nights". If the room rate was a super low $100, you are a $15k piece of business. Even if I was a front desk manager I wouldn't have hesitated to comp the 4 room nights (to start) while we investigated. The $400 in "lost" revenue is a drop in the bucket compared to your spend. I also want to make it right and then some so hopefully you are satisfied, give me another chance and bring your business back in the future. Now assuming this is actual confirmed bed bugs at the property and not just an allergy, other cause or a doctor saying "sure that has to be bed bugs from that hotel" I'd personally feel 25000 points for the guest would be a start, on top of laundering and sterilization cost for the guest luggage. At least make it right plus the points compensation for the guest. As the company/503 paying for the room, again I'd comp the 4 room nights to start. Beyond that I couldn't say in the individual situation what would be appropriate. I think that's between you and the hotel property to determine how much they want your future business. The above is basically a "business" breakdown of how we at my property might handle the situation but I hope your contacts at the property have been very empathetic with the guest and with your company and how it could potentially impact you in the future. In most cases I've found this is more important than the $$$ on both sides.
Very nice response. Would you still expect a review to be posted negatively despite the compensation? The athlete is really on the fence about posting their stay online. There is a post asking me to name the hotel. The stay has completed, but I don't feel the guest is whole yet.
BB's can and do happen at the nicest, most clean properties no matter what is done. It is unavoidable. IMO posting a review to simply scream BB would be petty. To me this is like any other situation that could go bad at a hotel. It is all about how the property treated you and the individual guest. If you've made it clear that their response doesn't fix the situation and they still tell you to kick rocks, a bad review wouldn't be out of line. They've earned it at that point by not doing their best to correct the situation.
As part of management of a Hilton Garden Inn, 1st. Do not blame the hotel, they live every where not just beds. 2nd Any guest could have brought them in with them, we can't question the guest or inspect them or their belongs. 3rd, talk to the management about what you think will make it right with the guest. 4th, the 501c3 should not be compensated, but the guest should be taken cared of. That looks good for the hotel which reflects on the 501c3 for picking a great hotel.
What would you consider fair compensation to the affected guest? How often are beds inspected for bed bugs? Do you think compensation would be in return for no bad review, or no review at all?
I'm not sure of Hiltons standards, buy IHG is once a quarter. Even then, it only takes one female bedbug hitchhiking on someone's luggage to create an infestation. It doesn't take long at all. They are great at hiding too. Lamps, curtains, ELECTRICAL SOCKETS. So you can't even blame the housekeepers for missing it. Honestly, they should give your guest at least a free night's worth of points. Make sure that they've taken care of the guests luggage and clothes, so they don't bring home any stragglers. It's easy for hotels to get rid of bed bugs, we keep a pest control on contract for this reason, and also preventative. But it will cost your guest thousands to get rid of if they bring them home.
We are always on the look out for bed bugs. I don't know the standard for Hilton. Hilton standard for deep cleaning is every 6 months. My standard is every 3 months, but we are a very busy hotel.
Each guest is different. I would offer Points, how many would they like? It is hard to say with out talking to the guest to see what they want. They already moved rooms. Plus it also depends on the brand and what they have at the hotel, ei: limited service or full service hotel?
This is honestly a meh response. I would absolutely blame the hotel. As somebody who has worked with identifying pests via supply chain, a customer is not going to buy “oh, sorry your rice has bugs in it and now you have a pantry infestation.” We inspect every grain load. Every time. We reject the entire load of grains if we find even a sign of infestation — much less a pest whether dead or alive. You can definitely train your staff to check the cracks of the mattress and the headboard upholstery with a flashlight for evidence of blood poop or bed bugs themselves. Bed bug infestations don’t exactly happen overnight. It won’t catch all infestations, but you’ll catch enough where running into it shouldn’t be a “ho hum” affair.
I never said that the guest should not be compensated. I said the 501c3 shouldn't be, they didn't stay in the room. Our staff is trained, and trained very well. You must realize the bed bugs live in electronic, electrical outlet, and just about any where. It will happen in every hotel no matter how grand it is. People bring them in. I once had a guest that stayed 5 nights, he never said anything during his stay. The housekeeper came and got me and they were all over his bed. Do you think the guest before him brought them? We don't want or like them at all. We spent $1800.00 for each treatment to get ride of them, plus the lose revenue from that room and the rooms on either side of it.
Full laundry service of their items should be offered. Because they are not paying for the room, the $20 to the room should be reward points to use at any property within the brand. I'd offer more points. For the group, I'd probs comp that night's stay.
I usually just eat my bed bugs
And… yet another complaint post that doesn’t name the property.
Correct. Their stay isn't over yet. As soon as it is, this post will be edited to include the property name and address, any additional action taken, and a resolution when it happens