I stayed at the Trump Waikiki with my husband for our honeymoon for 5 nights, we booked through Jet Luxuries on Expedia, the king non smoking city view (room 1006). Our first impressions and experience at the hotel was great. The staff were all very friendly, helpful, welcoming and great employees. The hotel is beautiful, the room was a nice size, and the location was convenient. It was great being close to the trolley lines and slightly off the main Waikiki beach drag, the quiet area was perfect. The trouble started our third night. We went out for dinner around 8pm and our room hadnt been made up yet. We came back after ten and the turndown service had just been done and the bed made up. After changing I noticed something crawling across the bed, and caught it and killed it in a tissue and realized it was a bedbug. I called the front desk and 2 staff came and took the bug. I got a call back and asked if we wanted to change rooms since they confirmed it was a bed bug, of course we said yes. We had to pack up all of our stuff, and we were moved to a "sleeper room" (a temporary room just for that night) by this time it was 1am. We were settling in and I unfolded a pair of shorts that was sitting on the bed in the first room (1006) and another bed bug crawls out! I catch it (photograph it) and call the front desk again. 2 staff came up and retrieved the bug. At this point I am in total panic and feeling disgusted. Now that 2 have been found, I decided to pack up ALL of our clothes and luggage and have them taken away. Our luggage along with new clothing we'd bought had been sitting in the previous room for 2 days, I had no idea if there were more bugs that could have crawled into our luggage or not. As it was the middle of the night there wasnt much more to be done. I tried to sleep but the thought of bed bugs and bringing them home kept me awake most of the night.
In the morning I talked to the night manager (Akimi) and told her I wanted all of our clothing and luggage cleaned and treated. I was informed that the previous room (1006) was checked for more bugs and the room came back negative for signs of bed bugs. She was apologetic and of course nice, but when I asked her simple questions about how our clothes and luggage would be treated for bed bugs she could not answer right away and had to call house cleaning. After a sleepless night and morning spent looking up treatments for bed bugs I found out that high temperatures, pesticides, freezing temperatures and dry cleaning were effective methods for killing bed bugs and their eggs. I was told that our luggage and delicate clothing (wool sweaters) had been treated with a water based pesticide and the remaining items were washed and dried. But they did not spray the inside of our luggage with the pesticide since they did not want it to stain our luggage...which I didnt really understand since they supposedly sprayed our clothing with it. They brought our luggage and things back but as I am someone who wants to be extra sure and careful I packed up our clothing and requested that our luggage be put in the freezer overnight, which they did. We were upgraded to another room for our last 2 nights and were given free breakfast vouchers and laundering for the remainder of our trip. I tried to enjoy the last few days of our trip but the bed bug issue and lack of sleep really put a damper on our honeymoon and my peace of mind.
I asked to have Jet Luxuries call me about this situation but after 2 days no one called me from their headquarters. So I called them (after being on hold for 15 min) and spoke to Amanda, who was unhelpful and spent the phone call trying to wipe her hands clean of the situation, putting the issue of compensation on the hotel. Infuriating.
The day of our check out, Jeff O. (another manager) came up to our room and apologized again for our bad experience and gave us a 2 night voucher for an ocean view room, if we ever come back again. All in all a refund for our night of hell and sour second half of our honeymoon would have been more of a compensation, but the hotel did try their best to make us happy and restore our peace of mind, we did appreciate that effort.
In the end we learned a lot from this trip and will never book through a second agent again, especially not Jet Luxury! It wasn't worth the small savings. Would we stay at the Trump Waikiki again? I think we would, but directly through the hotel. After learning a lot about bed bugs and reading about how they spread I think this situation was bad luck. With the thousands of people coming through these hotels daily from around the world and from neighboring hotels and restaurants it is easy to see how bed bugs could be found in even a 5 star clean hotel.
We really did like the hotel and the staff, but gave a 2 due to this experience alone. I hope others who read this will pack smart when going on vacation. Keep clothes in plastic bags and off the bed, furniture and floors. I will never travel the same way again...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Great Hotel...Bad Bed Bug Experience - Review of Trump ...
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