W New York Downtown Bed bug - compensation?

 
Old Sep 7, 13, 9:48 pm
  #1  
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W New York Downtown Bed bug - compensation?

Hello, I was staying on points last night and got upgraded to a corner room as a plat. When i got back to my room at 1:30 a.m., I discovered a bed bug on my pillow. I thought it was dead but then it started running. I got it and called downstairs. Security came up and had room keys for a new room and changed rooms for me but got a downgraded room. When I checked out the next day, I mentioned the room change and they just said "oh yeah, we know we are going to call pest control." I know bed bugs happen, especially in NY, but I do think it is an inconvenience to change rooms at 1:30 AM. They didnt offer anything. thoughts?
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Old Sep 8, 13, 6:13 am
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I'm generally not one to ask for compensation when things go wrong in hotels (even when having to switch rooms late at night due to a non-functioning toilet since maintenance had gone home for the day), but bed bugs happen is generally not an explanation I'd accept at a property, especially at a W.

Outside of amenities like TV, internet, room upgrades, food + beverage, the primary purpose of a hotel is to provide you a bed to sleep in. It's not only a matter of getting a few bug bites, but if you manage to bring a few of these guests home with you in your luggage, then you're in for a few months and several hundred dollars of headache to get rid of them back home.

I would write a letter to the GM, and see what their response is. I wouldn't even mention the downgrade, as that's not the issue here.
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Old Sep 8, 13, 6:29 am
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+1

Agree completely with the above post. Lately, it seems folks are looking for compensation for things like missing a bar of soap from the shower. However, in this case, compensation is definitely warranted. Personally, I would have talked to the manager the next AM about it but seeing you have left the property, a call or email may work.
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Old Sep 8, 13, 9:46 am
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Originally Posted by novaguy30 View Post
Hello, I was staying on points last night and got upgraded to a corner room as a plat. When i got back to my room at 1:30 a.m., I discovered a bed bug on my pillow. I thought it was dead but then it started running. I got it and called downstairs. Security came up and had room keys for a new room and changed rooms for me but got a downgraded room. When I checked out the next day, I mentioned the room change and they just said "oh yeah, we know we are going to call pest control." I know bed bugs happen, especially in NY, but I do think it is an inconvenience to change rooms at 1:30 AM. They didnt offer anything. thoughts?
If in one room I'd worry about any room in that property. I've been told by a Starwood property owner that many locations have insurance to cover these issues ie Guest takes them home and needs an expensive bed bug extermination. Sometimes its linked to a Pest Control contract where that company is obliged to make regular inspections to have a baseline if real or bogus claims are made. Just something to consider if you ever bring the Bed Bugs home and they said always have a trackable complaint before you check out ie email etc to back up any future claim.
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Old Sep 8, 13, 11:00 pm
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Originally Posted by novaguy30 View Post
Hello, I was staying on points last night and got upgraded to a corner room as a plat. When i got back to my room at 1:30 a.m., I discovered a bed bug on my pillow. I thought it was dead but then it started running. I got it and called downstairs. Security came up and had room keys for a new room and changed rooms for me but got a downgraded room. When I checked out the next day, I mentioned the room change and they just said "oh yeah, we know we are going to call pest control." I know bed bugs happen, especially in NY, but I do think it is an inconvenience to change rooms at 1:30 AM. They didnt offer anything. thoughts?
Hi novaguy30,

My apologies for the experience you have come across.

Could you please send your reservation details to us via Flyertalk private message or email below?

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
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Old Sep 8, 13, 11:45 pm
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Originally Posted by Points Surfer View Post
If in one room I'd worry about any room in that property. I've been told by a Starwood property owner that many locations have insurance to cover these issues ie Guest takes them home and needs an expensive bed bug extermination. Sometimes its linked to a Pest Control contract where that company is obliged to make regular inspections to have a baseline if real or bogus claims are made. Just something to consider if you ever bring the Bed Bugs home and they said always have a trackable complaint before you check out ie email etc to back up any future claim.
Totally agree. I wouldn't stay in any hotel with beg bugs.
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Old Sep 9, 13, 7:27 am
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Any respectable hotel would comp the stay.
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Old Sep 9, 13, 7:34 am
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A bed bug ON the pillow sounds like you just brought it in. They don't thrive ON pillows.

Was it even a bed bug?
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Old Sep 9, 13, 7:35 am
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If it really was a bed bug, enough Starpoints for a free night at the same cat property.
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Old Sep 9, 13, 8:06 am
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Originally Posted by holtju2 View Post
If it really was a bed bug, enough Starpoints for a free night at the same cat property.
Agree.
In any case the stay, or at least the night when the bug was found should be comped.
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Old Sep 9, 13, 12:01 pm
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Originally Posted by novaguy30 View Post
Hello, I was staying on points last night and got upgraded to a corner room as a plat. When i got back to my room at 1:30 a.m., I discovered a bed bug on my pillow. I thought it was dead but then it started running. I got it and called downstairs. Security came up and had room keys for a new room and changed rooms for me but got a downgraded room. When I checked out the next day, I mentioned the room change and they just said "oh yeah, we know we are going to call pest control." I know bed bugs happen, especially in NY, but I do think it is an inconvenience to change rooms at 1:30 AM. They didnt offer anything. thoughts?
Why didn't you ask?

As someone pointed out, are you sure it was a bed bug?
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Old Sep 9, 13, 12:07 pm
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Originally Posted by novaguy30 View Post
Hello, I was staying on points last night and got upgraded to a corner room as a plat. When i got back to my room at 1:30 a.m., I discovered a bed bug on my pillow. I thought it was dead but then it started running. I got it and called downstairs. Security came up and had room keys for a new room and changed rooms for me but got a downgraded room. When I checked out the next day, I mentioned the room change and they just said "oh yeah, we know we are going to call pest control." I know bed bugs happen, especially in NY, but I do think it is an inconvenience to change rooms at 1:30 AM. They didnt offer anything. thoughts?
How do you know it was a bed bug?

Cheers,
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Old Sep 9, 13, 4:34 pm
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Originally Posted by clublounger View Post
A bed bug ON the pillow sounds like you just brought it in. They don't thrive ON pillows.

Was it even a bed bug?
Are you the GM?
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Old Sep 9, 13, 7:22 pm
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I think there is a process the hotel has in order to inspect the room after you've left. They would be able to determine if the bed was positive or negative for bed bugs.
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Old Sep 9, 13, 10:38 pm
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Thanks everyone for the input. I will contact Starwood Lurker. Yes, it was a bed bug, and you better believe I took multiple pictures of it. To be precise, the the bug was hanging out under the breakfast order form on top of the pillow (yes, bed bugs do like to hide). I find it unlikely that I brought in the bed bug since I had not unpacked or even opened my luggage and I was using a hard plastic suitcase. I was already dressed, checked in, and ran out to a wedding.

I was annoyed that W didn't seem to care when I checked out, although the check-out person was aware of the incident. I made it a point to say that it was disappointing to have to deal with the incident and move rooms. I even went out of the way to not mention it in front of other guests checking in, so as not to freak them out. I quarantined my luggage when I got back and have washed everything. Hopefully no surprises!
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