Anonymous

Property: Aston Waikiki Sunset (229 Paoakalani Ave, Honolulu, Hawaii, 96815) Rooms occupied: Jan 1-Jan 5, 2017 RM 3710 Jan 5-Jan 9, 2017 RM 3801 We hereby freely and voluntarily provide the following statement: Jan 1. • We arrived at 3 AM. It was late, and went straight to bed. • We woke up in the morning, and in the light, realized how filthy the condo was. We have a baby running around, so we didn’t want her crawling on such a dirty floor, so to prevent her from getting sick, we scrubbed the floor off ourselves using a garbage pail and a face cloth on our hands and knees. When we were finished, the water was black. It took 2 times washing to get the kitchen, hall and bathroom clean. • In addition, the condo had not been vacuumed, dusted, or in general, cleaned. The kitchen counters were sticky, the backsplash had slops of food on it. The inside of the fridge had dried milk, food. The front of the fridge had fingerprints and dried food all over it. There was dried food between the kitchen counter and stove. Inside the microwave was also covered in dried food. The top of the fridge had a layer of dust and grime on it. There was hair in the bed sheets. The bottom of the tub was black (so our daughter needed a bath, so we ended up having to clean it ourselves). Under the couch was full of dust and items. The fridge door handle was broken, and the showerhead was loose. We called housekeeping at this point to deal with the mess (8:30am), as this is a case of the Sunset Waikiki hotel's failing housekeeping practices. Hotels are obligated to provide clean and sanitary hotel rooms, free from infestation • Housekeeping got to the room at 9:30 and maintenance. It took them over 2.5 hours to clean and fix the issues with the room. • We had to leave the room for 2.5hrs while the room was being cleaned. During this time our daughter required a nap, and became upset and agitated. • We went back to the room to see if they were done, so we could put our daughter to sleep. Pat was on the bedroom phone with her boss, so we still could not put our daughter down for another 20 minutes. • HK acknowledged that the room was filthy; she said she was embarrassed, and apologized profusely. • Later that day, we received a box of chocolates, and a bottle of Champagne from the Director of Housekeeping, to apologize for the state of the room. • That afternoon, (mother in law) found a tiny bug crawling around on the floor. We weren’t sure what it was, but we squished it, and it was full of blood. We didn’t think to investigate further as we weren’t aware of what bed bugs looked like. Jan 3 • That night, (mother in law) woke up at 5am itching for about 2 hrs. • Later that day, she found another bug on her pillow that was laying on the couch. When squashed, the bug was full of blood. At this point, we were still unaware of what kind of bug this was. • Mother in law continued to be itchy and scratching, and noticed bites on her legs and body. We thought they could be sand flea bites. • Husband worked while sitting on the couch this evening. Jan 4 • 9:30am – called front desk to complain about loud drilling coming from suite directly above us. It was so loud we needed to raise our voice in order to hear each other. This went on for 3 hours. • Husband noticed bites (welts) all over his legs. • Mother in law went to bed again and didn’t sleep all night because she was itching. Jan 5 • mother in law woke up around 7:30am and was drinking coffee on the balcony and noticed some thing on the bed. It was two dead bugs. • We looked up what bed bugs looked like on the internet, and they matched. • We called the front desk, they immediately came up to the room and confirmed the bugs we had found were indeed bed bugs. Again, this is a case of the Sunset Waikiki hotel's failing housekeeping practices. Hotels are obligated to provide clean and sanitary hotel rooms, free from infestation • At this point, front desk told us that all our belongings needed to be wrapped up and taken away to be specially cleaned. (Every single article of clothing we brought had to be cleaned, all luggage, surf bags, diaper bags, stroller, beach bags, purses… everything). • They told us to keep the clothing we needed for that day and night and first thing the next day. They then gave us $20 in quarters to go do our laundry. • We had no diapers because as they had been lying out in the bed bug infested room — we also had to dispose of our non-perishable food items. They confirmed the hotel would reimburse us for diapers and food replacement. • At this time, called our travel insurer to advise them of the situation. • Our travel insurer told us that the hotel should not be having us do our own laundry, but be paying to buy immediate new clothes until our clothes come back from the dry cleaner. As the hotel was going through insurance to pay for the clothing, they asked us to complete Claimant Form. • We told them what our travel insurer had told us, and they verbally confirmed that it was okay to purchase new clothes/items to get us through day/evening and morning until clothes returned. They suggested Macy’s and Ross in Waikiki. They advised that we would need to complete Claimant Form and submit to hotel. • It took us 2 hours to pack and bag up all our clothes for cleaning. During this time, we were trying to keep our baby from crawling on the floor and couch, as we did not want her to pick up bed bugs. • They told us they were cleaning 3510, another Ocean View Suite with Balcony. She said would let us know when it was ready. • At 11:30 we called to find out if the room was finished. It was not. We were informed 3510 was no longer available, but we were not told why. • They told us that they had a 2 bedroom Penthouse available (mountain view, and no balcony), but it was still getting cleaned, and they were checking it for bed bugs. She didn’t know how long it would be, so we were told to leave the hotel to go purchase clothes. We didn’t really know what to do at this point as we were at our wits end— the baby was crying, the, we hadn’t had showers, we hadn’t eaten breakfast… we felt disgusting and filthy— so we accepted the room sight unseen. • gave back the $20 in quarters. • Because we didn’t have a stroller to leave the hotel, they rented us one. It didn’t recline, so our daughter didn’t sleep at all, and became very irritable. This served to raise everyone’s anxiety… no one had had a shower, everyone felt dirty, and our daughter was angry. It was not relaxing in the slightest. • At 4:30 we got back to the hotel half of our things (things that we were told didn’t need to be cleaned… electronics, cords, books—makeup) to the new room. We have since been informed that everything needs to be cleaned, not just clothes and luggage. • Our food had still not been moved to the new room, and we were asked not to go in the old room (3710) • We went to have showers and shave in the new room, but the sink was plugged. • The garburator in the kitchen sink wasn’t working. Had to call maintenance to fix clogged sink and garbarator • During the room change, we left a rental scooter helmet outside of the room in a bag as we were concerned about bed bugs in it, and didn’t want to bring it in the room. We didn’t want to have it treated because we weren’t sure how the spray would affect the helmet’s safety • 5:30pm (8hrs later), remaining food items were finally transferred to room. • We had only purchased regular daytime attire, beach clothes, and other necessary items, but we had no dinner clothes, so we weren’t able to go out to eat in places we normally would dine. • The helmet went missing from outside of the room, but didn’t have time to look into it as our daughter was upset and we needed to eat. • It was cold that night, so we purchased some light long sleeve clothing and were using a hotel towel as a baby blanket. We felt embarrassed of our presentation. • That night, we kept waking up throughout the night, worrying about bed bugs… we were continually turning on the lights to check for bugs. • Baby also wouldn’t go to sleep because she didn’t have her sleeping comfort toys and blanket (took 2 hrs to get her to sleep) Jan 6 • 8:30am we called to get the status of the clothes. She indicated clothes would be delivered in the afternoon. • 8:30am we called housekeeping about he missing helmet, they said they would get back to us. • 2:30pm, front desk called to confirm clothes would be delivered within the hour, so we made dinner plans. • 2:35pm, we called front desk back to inquire about the missing helmet. She said that it was probably stolen. • 3:30pm, the clothing had not arrived. • 6:30pm, called to find out where clothes were as we needed our clothes to get ready for dinner. they indicated that driver had left at 5:30 and should be arriving shortly. • 7:30pm still no sign of clothes, the baby was crying and hungry, so once again we left in inappropriate evening attire, and were left to dine in places we wouldn’t normally dine. • 10:30 pm, clothes were in the room, but only half of the clothes were delivered, and no baby clothes. Jan 7 • 8:30am, called and left voice mail asking the status on remaining clothes. • 9:30am, still no clothes, and no call back. • 10:30am, left hotel, still our remaining clothing had been returned (and still no baby clothes) • 12:30pm, came back to room, more clothes returned. • We noticed lots of items were missing from clothing, including most baby items, and mother in law's clothes. We called to notify , and asked if more clothes were coming. They asserted all clothes had been delivered, and that we should check more carefully. • 1:00 pm, we did a closer inspection, and noticed over 30 items had not been delivered. We were very stressed out and panicking as thousands of dollars in clothing were missing, we called back to call company again. They apologized and said that the dry-cleaning company and hotel had a miscommunication and there was a third batch of clothing that had just been delivered to the front desk. • 1:30 pm. 3rd batch of clothing returned. It took an hour to review all clothing articles to insure nothing was missing. Upon inspection, some items of clothing had been damaged. Specifically: • Brand new bathing suit top with tags (stretched and pilled) • Hat – lost shape • Running shoes stretched • Belt buckle missing • Two (2) Volcom Surf rash guards’ fabric breaking down so they are now no longer have sun protecting properties (only supposed to be hand washed on cold) • Dark Volcom blue jeans faded and pilling • Black Vans shorts faded and pilling • Protective case for headphones never came back • Protective case for battery charger never came back • Running shoes stretched • Bathing suit wrecked • Bib was wrecked • Protective case for portable potty never came back • 2:00pm, went to lobby to discuss our negative experience with management. They were not at the front desk, so we called and left a message to return our call. • 2:30pm-5:00pm, completed synopsis for Claimant Statement as required by Aston Waikiki Sunset • In addition, the issues still have not ended for us— according to bed bug experts, in order to insure that bed bugs do not come home with us, we will be forced to bag all our luggage and clothing and leave outside our home for 2 weeks in the cold weather. Nothing from the trip may enter our home. After the 2 weeks, all clothes will need to be washed in hot water, and dried on hottest heat for 30 min. • We asked to provide us with a copy of the hotel report from Orkin (or pesticide company), for information proving that our items were properly dealt with, and what chemicals it was done with. We want to know if we need to take additional precautions with our things on the chemicals used to clean our items, as a baby will be using many of these items — she refused to give us this. • We also asked for a copy of their claimant report, but she refused to give this as well, and has told us she will only supply it to the insurance company. They were also unable to confirm if room was sprayed. Jan 8 • Still no call as requested in voicemail left on January 7th indicating the situation was urgent.

• Bedbugs Found
• Requested Refund