Public Mediation

Bed Bugs Nightmare at the Hilton Hotel

R. D. vs. Hilton Hotels - Headquarters
7930 Jones Branch Drive Suite 1100, Mclean, Virginia, 22102-3313, United States
Amount Involved: $11,800.00
Complaint(s): Personal injury
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Hilton Hotels - Headquarters
    • Claimant Seeks: View.
    • Claim #: 4612593
    • Amount Involved: 11,800.00
    • Filed On: Sep 14, 2010
    • Posted On: Sep 29, 2010
    • Complaint(s):
      • Personal injury
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"We chose to stay at a Hilton Hotel when my husband delivered his paper at a Mathematical Seminar in Boca Raton. We picked up bed bugs at this hotel. It has cost us over $5,000.00 to remediate this situation and we still can not say the process is complete. We traced the infestation to the hotel because we saw the bugs and were not aware of what they were last March. We called the hotel many times and they have chosen to ignore us and said that we never stayed at their hotel even though we have the credit card records confirming this. It is terrible being treated like this ignored and refuted, especially when we thought we were choosing a good hote."
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What Claimant Wants Hide
1. Compensation: pest removal service Sep 29, 2010 $2,500.00
2. New mattresses and furniture Sep 29, 2010 $3,000.00
3. Removal of Items which may have been infested Sep 29, 2010 $1,300.00
4. moving out of our house and still not home since the end of June Sep 29, 2010 $5,000.00
Cash total : $11,800.00
1. Compensation: pest control services Sep 29, 2010 $2,500.00
2. Damages: removal of furniture Sep 29, 2010 $1,300.00
3. Payment due: new mattresses and furniture Sep 29, 2010 $5,000.00
4. Moving out of our house for the past four month Sep 29, 2010 $5,000.00
Cash total : $13,800.00
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "Dear Ms. DuCasse,

    The Hilton Garden Inn – Boca Raton received a claim notification on September 20, 2010 via PeopleClaim.com, a member-supported online dispute resolution, regarding your stay on March 7, 2010 to March 14, 2010. I, Patricia Martinez, General Manager, received the initial complaint and I am contacting you today in hopes of finding a mutually rewarding resolution.

    I understand you may be frustrated and annoyed by the recent attempts to contact our hotel directly to discuss the bed bug infestation in your home. The data I have gathered from my Guest Services Team conflicts with your account of the sequence of events. You phoned the property in late August 2010, approximately five (5) months following your departure from the Hilton Garden Inn – Boca Raton on March 14, 2010. At the time of your initial phone call you were unsure as to the name of the registered guest, although you physically stayed in our hotel. You were unsure as to the exact dates of your stay, thus making it difficult for my team to successfully locate your guest record in our system.

    Phone calls, to and from you, continued for approximately three (3) weeks while my Guest Services team members made every possible attempt to locate the information you provided in our property management system. My Guest Services Supervisor phoned you within minutes of your calls after learning the information you provided was inaccurate; information such as the specific spelling of your name, correct sequence of credit card numbers, dates of your stay, etc. At the time you provided the correct spelling of the registered guest name, after a number of phone conversations with you, we were able to successfully locate your information in our property management system. My Guest Services Supervisor then phoned you back (sometime in the first week of September) leaving a lengthy voicemail message stating we had successfully found your information in our system. We did not hear from you following the last phone call attempt we made to you. We reviewed housekeeping and guest service recovery records from March 2010 to determine if you, or your husband, provided any feedback during and following your stay regarding bed bugs, insect bites, a rash, etc. We were unable to locate any substantive evidence on our end to support your claim regarding bed bugs.

    The guest room you occupied, room 421, is one of eight suites on our property and a very popular room type and location. We have occupied the room since your departure and we are happy to say we have received no complaints regarding pests or bed bugs, specific to room 421 or any other guest room. We take the health and safety of our guests very seriously at the Hilton Garden Inn – Boca Raton and cleanliness is of the utmost importance to us. We regularly inspect our guest rooms to make sure they meet our very high standards of excellence. Our hotel does not have a bed bug issue (and never has in the past). We regularly have our rooms inspected on a monthly basis with Massey Preventech Commercial Services, a leading exterminator. The inspection entails room-by-room inspections and property interior and exterior pesticide treatments. Our most recent inspection occurred on September 17, 2010, and no pests were found at that time. Our pesticide company has no record of treating the property for bed bugs this year, or in years past, as we have not had ANY incidents relating to bed bugs in the hotel's existence.

    We are proud of our efforts in this area, which consistently rate at the top of all hotels in national customer service satisfaction rankings and are reflected in the loyalty of the returning guests to our hotel and our brand. Our property is an award-winning property in the Hilton Garden Inn family of hotels, specifically achieving “outstanding” ratings for cleanliness and customer satisfaction year after year.

    At this time, while I can certainly validate your claim, I reject the terms of settlement you seek. Unfortunately it is impossible to track the source and origin of bed bugs, especially after a long period of time has passed since the initial departure in March 2010. We value our guests and make every attempt to ensure we provide an extremely satisfactory guest experience.
    "

This claim will remain posted until resolved.

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