I recently stayed at the Pacific Beach Hotel in Waikiki in Feb of 2012. I had read reports online of the bed bugs and was quite concerned about it, but as I was given the trip as a gift and I did not choose the hotel, I chose to go and act with as much vigilance as possible when arriving at the hotel. I read online about how to check for bed bugs, and upon arriving at the hotel I checked for them as best as possible. Although we did not realize there was a problem while staying at the hotel, until one day after getting home my arm started to break out in bites and welts. Literature you can read online by professionals will reinforce that bed bugs are hard to spot and the welts can appear up to 10 days after being bitten. This is the reasoning we didn’t realize there was a problem, nor did we report the problem when we were at the hotel. If we would have realized while still there we 100% would have addressed the issue. Upon arriving home and realizing this we were understandably upset and began taking precautions to ensure they did not spread into our home.
As this was an unfavorable and upsetting experience for us we wanted to do our due diligence and ensure other vacationing individuals did not have to go through this experience. Upon contacting the hotel about the issue, our experience with the hotel got worse and worse. We asked to speak with the hotel manager, and after hearing about the issue he was rude, condescending, and unprofessional. He refused to believe that they were from the hotel and accused us of lying and saying we must have got it from another hotel. As two separate individuals that live approximatively 400 miles apart and the only thing we had shared in common was sleeping in the same hotel room this seems highly improbable. The only place we stayed this trip to Hawaii was the room at Pacific Beach Hotel.
This hotel is not accepting their corporate and social responsibility in ensuring their guests are safe and have a pleasurable experience. They are not being proactive and taking this problem seriously. Overall very disappointed and will not stay at this hotel ever again.
Bottom line.... DO NOT STAY HERE. The bed bugs are BAD, the service is WORSE!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
14 March 2012
Aloha, Thank you so much for bringing your experience to our attention. I can assure you we take
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this issue very seriously and our company mandate is to ensure that if there is a problem it is addressed immediately. I spoke with your Mother (who did not stay at the hotel - however, called on your behalf) last week and have left several messages for her to ask for additional details - and so far have not had a return phone call . We have had the room that you were into inspected by a professional pest company and they did not find any evidence of bed bugs . I do want to apologize if anyone one of our team members was rude to your Mother on the phone that is not acceptable and we are planning a customer service training sessions for the departments involved. Again, we appreciate your taking the time to give us feed-back. If I can be of any additional assistance please let me know. A Hui Hou......................
Grayce McCullough, Corporate Director Public Relations and Marketing
808-441-4857 or graycem@hthcorp,com
This response is the subjective opinion of the management representative and not of TripAdvisor LLC