Couple Claims Bed Bugs Infested Luxury Jerusalem Hotel Room

A couple staying at the five-star Waldorf Astoria Jerusalem hotel for a birthday celebration claims they experienced a "horrific experience" due to bed bugs. The guest, identified only as 'A', paid NIS 2,600 for a single night's stay between August 26th and 27th, seeking a luxurious experience to celebrate his wife's birthday. He stated that the breakfast quality was subpar and the birthday amenity was minimal, consisting of a small bottle of wine and two cookies.

According to 'A', the main issue arose later that evening when they returned to their room around 11 p.m. He reported that the bed appeared dirty, and shortly after lying down, both he and his wife began experiencing intense itching, particularly in groin and stomach areas. His wife reportedly suffered throughout the night, unable to sleep well due to the discomfort.

The couple reported the issue to the hotel the next morning. A hotel representative offered compensation in the form of complimentary parking (valued at NIS 80) and a two-hour late checkout, which 'A' described as inadequate. He stated, "She offered a solution where they wouldn't charge us 80 shekels for parking and would let us stay two more hours in the room with the bed bugs."

After returning home, the wife developed a rash in intimate areas requiring medical attention. 'A' then contacted Hilton's global customer service, providing a video of the alleged bed bug infestation. He claims Hilton responded that they could not hear the audio in the video and therefore could not address the claim. Following further escalation, including contacting the hotel's general manager, the couple was offered a complimentary night's stay, which they are still considering.

The Waldorf Astoria Jerusalem issued a statement asserting that they take all claims regarding cleanliness seriously and adhere to strict international standards. They stated that upon receiving the guests' complaint, the hotel staff addressed the issue immediately and offered service gestures, including late checkout and free parking, which the guests accepted and for which they expressed gratitude. The hotel added that they found no evidence linking the guests' itching sensations to the bedding or room conditions, and therefore cannot confirm the claim as fact. They expressed regret for the inconvenience and pledged to investigate all inquiries seriously.