Guest User
October 23, 2024
While the staff was friendly at this location, I awoke after one night to find what appears to be a bedbug in my clothing within my suitcase (see pics below). My suitcase was on top of the second bed in the room. This Orange Beach location said their exterminator checked the room (removing headboards, etc.) and did not find any bedbugs after I left. They refused to refund the room costs. I shared the picture of the bug with them (at checkout and via email after) but they did not respond. The first call to Hilton guest assistance resulting in someone named Janice disconnecting my call (she heard trouble and decided to hang up). I again called Hilton guest assistance and was told that the Hilton brand did NOT offer any coordination/refund/response/standard to incidents with bedbugs. The Hilton brand said it was up to the individual location to determine how to handle incidents. Why is there even a Hilton brand if it is managed by individual hotels? I am treating all of my luggage per protocols, but I am very disappointed in the level of customer service from the Hilton brand. I am still in the process of cleaning clothes, and thus far, only one bug has been found. Perhaps there had been an issue, and I was the lucky winner of one of the remaining bugs...