T
Google
During our 2-nights-stay at the B street hotel, we shared our room 106 (Superior room) with bed bugs. After the first wave of bites on the first night, we thought they were mosquito bites. Late on the second evening, we found residues of the parasites in bed after further bites and confronted the hotel, where they claimed that the problem had never occurred before and they gave us a new room in a lower category than we had booked, which we had to accept because it was too late to change hotels. After research, the problem was reported to the hotel by customers in October 2024 (and multiple times during the last years, see reviews here), but nothing was done, which is why I now have around 50 bites all over my body, including an allergic reaction.
The behavior of the staff is irresponsible, we could not sleep a night because of the parasites, could not enjoy our vacation in Penang, had to cancel day trips because of a hotel change and are now struggling with health reactions and have to have all of our luggage cleaned to avoid spreading. We requested that the entire booking should be refunded, but they refused to even refund one night. No apologie, no refund, they didn't even refund us the difference between the expensive room we booked and the cheaper one we had to move to. They are not taking this issue seriously, as the guy on the reception was laughing, not offering any helpful solution, and didn't let us talk to the manager.
Furthermore, the guy at the reception claimed that the mattress would be disposed of and the room professionally cleaned, which is a lie. The hotel is fully booked and we saw the cleaning staff cleaning room 106 as they do every day. No replacement of the matress whatsoever.
Worst experience ever!