Anonymous

Checked out bags in on Sept. 15th, but didn't come back until late and checked surface of bed, all appeared well on surface. Day of 16th in the morning we left and came back to straighten up the beds, noticed mattress pad was crooked, as I straightened up the mattress pad, i had to move the bed, behind the bed was filthy, as I have photos and then saw black dots, and dark yellow (what looked like shells of some sort). I got my phone flashlight on and noticed a bed bug in the crease of the side of the mattress and then looked in between the crevices of the mattress pad and much to my dismay, there a few were, possibly dead, but regardless that was enough for me. We were moved to a few rooms down and then decided to inspect before we got anything moved in and exactly what I encountered in the first room, was almost exactly the same scenario. I took pictures, calmly went up to the desk to relay the information, the receptionist asked the manager to come out, the manager then asks if he can take a photo of my photo…I said absolutely. I wish I could upload what I saw. They then put us in the tower and now being day 3 i am still itching and unable to rest without feeling restless and anxious. Please do your own walk through before taking your belongings into a room in this place. I was on the first floor facing the waterfall pool/cabana and it was section 9.

• Bedbugs Found
• Requested Refund

Anonymous

Checked in on 9/26/2023, stayed for one night and noticed bug bites on my waist on the second night before going to sleep. We talked to the front desk and the the manager. We were then required to file a report, and was transferred to a different room in building 12. However we found a bedbug lying on the bed sheet in the new room! It was midnight and we were too tired to argue with them l, and decided to wait for the report (they informed us we will get the result the first thing tomorrow morning). However, no one contacted us until we were too angry and decided to check out 5pm. We complained to the manager and mentioned we never got the result, and he simply pulled out his phone and said the result was negative ( and we can’t see the result ourselves). Since we got more bug bites on the second night we decided to move out immediately and end the reservation early. Very disappointed at Hilton and how they handled this incident.

• Bedbugs Found
• Requested Refund