Guest User
August 14, 2023
TLDR: Bed bugs. Unprofessional hotel ghosts us for nearly 24 hours, then denies the issue, despite irrefutable evidence. My fiancée and I booked one night here to stay before our cruise departed the following afternoon, and also booked one night for when the cruise ended. The deal seemed too good to be true, and as we would soon find out, it was. We performed the self check-in to our room at around 3AM, and as we were unpacking, we noticed a bed bug on the ground. Ensue panic. We checked the bedroom, and sure enough, under the pillows, black spots and more moving bugs. We took our photo and video evidence and left immediately. We were forced to call a taxi straight to our cruise port and waited outdoors overnight for over 11 hours before we could board our ship, since we had no accommodation (we did not spend the night at the Pame Paradiso for obvious reasons) WORST OF ALL, upon emailing the hotel with our emergency issue, it took them hours to reach back with a simple apology, and did not respond to my multiple follow up emails about a refund, compensation, and full cancellation/refund of the future upcoming stay we had booked. After almost a full 24 hours, we got a response; the hotel was DENYING that they had any bed bugs, stating that they checked the room before and after we left and could not find any. They did not anticipate that I also had video footage of the bed bugs being clearly in their hotel room. The metadata attached to my photos and videos also confirm the exact location and time the photos and videos were taken. There is irrefutable proof of our findings, and they’re going to deny our own eyes? They did offer a refund as a “compensation” alongside their denial, but the whole way the management has decided to handle this situation is horrible, disgusting, and unprofessional. We were nothing but reasonable and fair in our first attempts to contact them. Every hotel has to deal with this problem, we get it. We were calm and collected. But to DENY our statements AND our evidence? I haven’t heard from them since I supplied the evidence that it was in THEIR room. Disgusting hotel. Disgusting management. Awful. Save yourself the grief, the hotel is affordable for a reason.