At the beginning of December 2023 my family and I stayed at the Hyatt Place Frankfurt Airport hotel for a connecting flight. We stayed in a room with a double bed and a sofa bed.
In the middle of the night I was woken up by my kids, telling me that something was crawling on top of them. I searched the bed and found a bed bug. Disgusted of what I saw I caught the bug and kept it in a glass. The next morning at checkout I presented the living bed bug to the attendant at the reception. All I got was a lame apology. That wasnt enough for me. The attendant wrote down my contact details and assured me that the hotel manager would contact me via email to see what could be done. I was charged full price for my stay.
I waited two weeks for an email, but nothing. So, I decided to look up the email address of the hotel manager Ms. Glivenko and write to her. I reported the incident and after a few days she replied to my email telling me that the incident hasnt been reported to her before and she would investigate it.
After another week I received another email from Ms. Glivenko telling me that they checked the room of my stay and couldnt find any hints of bed bugs or other pests. No reimbursement or other kind of compensation was offered. Moreover, she had the audacity to blame me for the bed bug: The picture that you have send is the insect from the outside.
This is truly outrageous. The hotel should be ashamed of its behavior, its not worthy of its name.
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