Hotel sues guest for posting review on TripAdvisor about bed bugs

Canada-based Hotel Quebec is suing a former guest for $95,000. The reason? The guest wrote a negative review on TripAdvisor exposing the bed bugs in his room and refused to remove the review.

Laurent Azoulay from Montreal stayed at the hotel in April this year, having booked a two-night stay at the hotel due to its proximity to a hockey tournament for his his eight-year-old son.

According to Azoulay, he woke up at 3am in his room to discover bed bugs were biting his legs. Azoulay approached the hotel staff regarding this incident, but since it was early in the morning and a weekend, all other rooms in the hotel were full. The hotel offered to move him to a nearby hotel.

But the guest didn’t want to disturb his sleeping son, so remained in the room for the rest of the night.

Azoulay says in an audio interview with CBC:

“Not only did I see them (bed bugs), I videotaped them, I kept them in a glass and showed it to the front desk.”

After the hockey game, Azoulay was offered a different room in the hotel, and he moved into it. The hotel also offered him a discount of $40 as compensation for the incident.

Azoulay adds:

“This (offering $40 compensation) is insulting.”

When Azoulay returned home, he wrote a negative review (with a one star rating) on TripAdvisor explaining the incident.

TripAdvisor review by Laurant - Hotel Quebec

Hotel Quebec approached Azoulay to try and resolve the situation. But nothing materialised so the hotel has taken unusual step of suing Azoulay for $95,000.

A lawyer representing the hotel says in the CBC interview:

“We believe that the comments on TripAdvisor were put there not to warn or advice people of the problem, but because Mr Azoulay was not compensated the way he had requested the hotel to do so.”

“For some reason, there was no bed bug in any other room in the hotel except for his room. It would seem that there were bed bugs in his room that night.

“Mr Azoulay sent a demand letter asking for three different things: 1) Compensation for $500 2) Excuses from the hotel 3) An interdiction to use any video or audio tape that was taken.

“Come and see us, we will show you how serious we are, we will show you what we are doing for bed bug, but never heard from him.”

Tnooz approached Azoulay (via TripAdvisor and other social networks) to get his view on this incident, but he has not responded to requests for comment.

Amongst the 114 reviews for Hotel Quebec on TripAdvisor, apart for the review by Azoulay, the other 113 reviews do not mention any problems relating to bed bugs.

An official from Hotel Quebec says:

“Since this is a court case, I’m not allowed to speak about this situation.”

TripAdvisor spokesperson James Key admits the company rarely hears about such measures being taken by hoteliers against guests who post negative reviews. However, it will not comment further on the case.

Tnooz spoke to Ravish Jhala, CTO of Leela Hotels and founder of the Indian HATT travel event, about the incident:

What you would have done if the same incident happened at your hotel? How you would have address this situation?

If I was the guest, I would not have gone so much overboard as the hotel understood the mistake and offered me one more chance to prove their service level, I would have given them a chance.

If I was the hotelier, I would have made sure that the guest is satisfied before he leaves the hotel.

This incident was mainly due to communication gap between guest and hotel staff, and secondly, not taking guest complaints seriously. It is all about common sense, I would have offered a complete room cleanup service in ten minutes and made sure that hygiene is taken care in front of the guest. I would have also helped guest to understand that there is no alternate room arrangement and the only option is to service the room and make it fresh for the night. On the second day, I would have transferred the guest to an alternate room or a higher category room.

Hotelier should make sure that communication channel flows from top-down and down-top to make sure most guests leave the hotel with good service memories.

It is not about the brand, but people make a difference in service industry. You need to have the right people to handle such situations.

Who is right in the above incident, Laurant or the hotel?

At first instance, Laurant is right because he has full rights to demand good hospitality for what he paid for. On an another note, the hotel was reactive and offered all best possible options to Laurant as service recovery, but it was too late.

Nowadays, are travellers scared to voice their (genuine) negative opinion about their hotel stays?

Social media should have rules and laws so that legal case on traveller reviews can be supported by those platforms. When failing to do so, those platforms can be closed to avoid such instances in future.

Nagesh Pathak, a senior level employee at a global hospitality brand adds:

“As per human psychology, there are four kinds of complaining-guest identified,

  • Guest needs recognition: When guest talks about reference. Example: Owners friend, GM friend, Leadership Committee Member friend etc
  • Guest needs value for money: Does not want extra or free, but a good product
  • Guest needs complimentary benefits: Guest looks for something extra
  • Guest needs perfection/clear process: Guest is expecting what he has ordered with clear/proper process or perfection

We need to understand in which category the guest belongs to, and accordingly decide an action plan:

  • Guest can be offered a room change. If he does not agree, then the bed and mattress can be changed immediately, also someone from senior management needs to talk to the guest at the same time and let him realize that he is important and taken care by hotel.
  • After posting on website: Someone senior from the management team needs to talk to him and request him to remove the post from TripAdvisor immediately.”

This is clearly an interesting case and it triggers a number of questions around online review management:

  • Under what circumstances can a hotel ask guests to remove reviews from sites such as TripAdvisor?
  • When a customer has evidence (video tape, pictures) to prove his/her review, can a hotel still go ahead and sue the guest because of potential loss in business for the hotel?
  • Assume a hotel sues a guest and wins the case to remove the review from the web – wouldn’t this be seen as an example for all other hoteliers to sue guests who write negative reviews?
  • Will such a case set a precedent that will put off guests from writing negative reviews?

Meanwhile, in another development, a hotel that topped TripAdvisor’s “America’s dirtiest hotel – 2011” list filed a $10 million lawsuit against the travel website operator for defamation.

However, the 6th US Circuit Court of Appeals in Cincinnati said:

“Travellers could not reasonably interpret the ranking as a statement that Grand Resort was in fact ‘America’s dirtiest hotel’, and that website operators get broad protection from lawsuits over reader-generated reviews.”

NB: Bed bug bite image via Shutterstock.

Share on FacebookTweet about this on TwitterShare on LinkedInEmail to someone
Karthick Prabu

About the Writer :: Karthick Prabu

Karthick was general manager for Tnooz in Asia until September 2014.



Your email address will not be published. Required fields are marked *

  1. Vincent R

    “Hotels” do not have bedbugs–guests bring bedbugs into hotels. Speaking as a hotelier, every decent hotel simply needs to: (1) change ALL linens between guests, including bedspreads and blankets, (2) properly use, clean and maintain mattress encasements and pillow encasements, (3) have a professional exterminator on a monthly or more often inspection and extermination schedule, and (4) properly trains staff on bedbug detection and what to do if bedbugs are alleged…. then this really won’t be an issue except in the most extreme and exceptional case.

    Ultimately, my point is that if a guest THINKS a hotel room has bedbugs, they should report the problem to the local Health Department along with hotel management. NO HOTEL IS ALLOWED TO OPERATE if it has a bedbug infestation– the Health Department would have shut it down if there was an infestation!

    So, if YOUR room has bedbugs–then it is an exception, not a rule. You absolutely should be comped your visit and moved to another room or hotel at the hotel’s expense. BUT, you should not “warn” the general public via TripAdvisor, etc., because by the time anyone reads your review, the problem will long-since have been solved and now you’re just causing people to lose jobs and income for a reason which no longer exists…

    If a guest contacts the local health department to report the bedbugs, you can guarantee that they will be all over it and will make sure that hotel operator gets everything corrected. THAT is how you protect the public.

    Frankly, I know quite a few hoteliers who wish they could fumigate guests’ luggage before allowing it on their property–for the specific reason of preventing bedbugs.

    Let me say this one more time… hotels do not have bedbugs. Bedbugs arrive with guests (likely the ones immediately before you, so I’m not saying you brought them with you).

    Hoteliers are terrified of the arrival of bedbugs and will do EVERYTHING humanly possible to solve any such issue. Writing nasty reviews on TripAdvisor or elsewhere will do NOTHING to solve the problem, since the hotelier or the health inspector will already have assured it was resolved.

  2. Carlissa

    I just came back from a trip to Hawaii where I stayed at an expensive resort with bed bugs. The bed bugs were all over the bed, and we had to change rooms in the middle of the night. I had bites all over my neck, face, back, arms, and hands. I had to go to a doctor in Hawaii before I came home as well as a dermatologist here. If a hotel has a bed bug problem, guests should know. I literally had not had a vacation in years and to go on one and get bed bugs all over my body is horrible. I think that man is totally right to let ppl know especially since they can travel back home with you.

    • Vincent R

      To say that guests should be advised of a bedbug problem is to not realize that if a hotel “knows” they have a bedbug problem in a room or in an area of rooms, they MUST close those rooms until the problem is resolved. No hotel “knows” they have bedbugs–because they would never have allowed you to check into the room, if they had known.

  3. Ann campbell .

    If a hotelier is and has offered a genuine apology and another room or indeed alternative hotel I think that is wholly adequate. To potentially destroy a persons business over a single problem that was indeed recognised by the hotelier is quite an evil act on the customers part. I think Trip Adviser should also be legally stopped from the publication of such dreadfully damming reports which could destroy the hotels name and render the hotelier bankrupt that is unless they have total and un questionable proof the complaint is true and acruate .. in some cases I know for a fact that many reviews posted on Trip are 100% false ….to say and hide behind they (Trip) rely on a persons honesty or percentages is Incredibly nieve and they are without question open to conjecture …Many people lie and use trip as a platform to harm and destroy competitors etcetc … Slander comes to mind and it’s sad that no one has been successful in suing this company for the same and indeed loss of trade due to unfounded claims.
    Bed bugs can be brought into a bed by the previous guest and indeed unless a hotelier fumigated a room following occupancy there is No way they would know what had been left behind from the traveller of the previous night ….to fumigate a room would then render it un useable for 36 hours?????? Therefore an impossible do when in business!
    It is also worth mentioning that if a guest is happy to remain in such a bed and refuses to be relocated to an alternative hotel for any reason then their so called complaint should be dissmised in total!!!!
    I feel very sorry for this hotelier and many others that may have been subjected to the Trip publications that are so damaging and in my humble opinion, in this case I am 100% behind the hotelier!!! I hope you win your case

  4. Michael Drewe

    Clearly it wasn’t that big of a problem because the guest still stayed in the room. The hotel offered to move him to another hotel and compensation. I would’ve sued him as well. Some people use review sites just to be spiteful.

  5. Chris

    It’s nice to see that someone actually took the time to list the natural pest control methods. If everyone implemented these methods they would be better off. Now I didn’t see anything on GMOs and that might be a great addition to your list. Thanks for the information.

  6. Shariq Khan


    It seems, I am reading this interesting comment so late, however I would like to submit the following points in this scenario.

    – First of all, who has given this right to TripAdvisor to
    provide rankings to the hotels?
    – Secondly, TripAdvisor Management must consult with
    the hotel concerned on any such negative responses,
    before publishing them wrongfully on TripAdvisor!!!
    – How the hell, TripAdvisor can prove that the bed bugs
    were found inside the hotel, and they were not brought
    in by the same family in their own luggage!!!???
    – The Hotel should have sued TripAdvisor too for
    publishing such negative remarks!!!
    – A lot of hotels does have a bedbug inspection plan
    in place on daily basis which proves that hotels do
    take care of such problems.
    – In most of the cases, guests threatens the hotel
    management to post negative comments, they are
    not compensated. Like in this case, the guests
    continued to sleep the whole night, and in the morning
    they created this drama to get compensated!!! They
    should have left the hotel, if they had found these
    bedbugs, no????

  7. Elie

    Exactly what James said! Took the words right from my mouth!

  8. James R

    Wow, Mr. Ravish is completely wrong about the hotels in his statement ” I would have offered a complete room cleanup service in ten minutes and made sure that hygiene is taken care in front of the guest.” If there were bed bugs, there is noway one should allow a guest in that room. The room is sealed, all Mattresses, bed sheets, pillows wrapped in plastic and get thrown out. Isolate and fumigate the room after that…….In 10 minutes, the guy has no idea about hotel operations…………………….

    • Mohamed

      You are right. you took it from my mouth too. There is no way you can exterminate those bedbugs in 10 min. THATS A JOKE!. you might need an immediate heat treatment … It is very difficult to break the cycle of the bed bugs. At least you need 2 treatments scheduled. since all rooms were full. they should have thrown everything in the room and get it well cleaned and replace everything. Guest gets his full refund and stay for free as compensation

    • Vincent R

      I find your reply odd since no hotel would throw away mattresses and pillows in the event of a bedbug problem–assuming they are using mattress and pillow encasements. If you check into a hotel and under the sheets, you can see the mattress itself–demand a new room. When you look under all the sheets, you should see a “wrapper” (mattress encasement) which completely encloses the mattress (not just a top of the mattress pad). Any hotelier who operates a hotel without encasements is exposing their guests to far more than just the possibility of bedbugs…

  9. liz andrea

    I thinks that reputation on line is important but seems to give power to others that cannot control real things. I see how TA grew up and made changes the last 2 years and seems to have a big plan. Reviews there so important but not necessary truth. I can see it from people I know.

    • Wayne Jones

      I hear you. I work in the industry and we have some rather insulting and abusive guests that we deal with. They then head over to Yelp and TripAdvisor to rate us 1 star and slander us all to hell…even after you have caved to their demands they shouldn’t have gotten. All I have to say to them is shut it and go elsewhere, you’ve probably earned the Do Not Rent check mark on your reso haha

  10. Reggie

    I booked 4 nights at a state park cabin to get some work done and enjoy a little nature. Really pretty cabin. I woke in the middle of the night wondering how a horde of mosquitoes got into my room. Turned on the light and I was covered in bedbugs. I called the ranger who told me there were no other rooms available so I moved out in the middle of the night. I am now covered in a hundred or more bites. I lost $100s of dollars worth of goods because of this incident and several days of work. I kept thinking, what if there’d been a baby or a diabetic in that cabin that night? Bedbugs aren’t just disgusting and painful. They’re dangerous for certain vulnerable populations.

    • Wayne Jones

      Then you better stay in a bubble. They are everywhere. How’s that for ruining your sleep away from home?

    • MQ

      VERY TRUE !!!! Cancer survivors/ people with low immunity/ so many people can be SERIOUSLY HARMED … this isnt like a mosquito bite where it goes away in a few days …

  11. Anon

    I think anyone who has commented here in favor of the hotel is delusional. Trip Advisor exists to warn people about what they are getting into. I am staying in a motel right now which is normally $70 a night and I’m pregnant and last night I woke up to bites all over me and caught a bed bug. It was 3 am and like I previously stated, I’m pregnant, I’m not going to pack everything up in the middle of the night and leave to go elsewhere when I’m thoroughly exhausted. Anyway, they moved me to another room and offered to comp me an extra night but now there has been ample time for my bites to become itchy and inflamed; I even have a bite on my upper eyelid that makes me look like I got punched in the eye! I can’t even sleep right now because I’m paranoid that I’ll get bit again and anxious about the whole experience! What am I supposed to do in this situation? Worry about maintaining the integrity of the motel? No! I’m going to speak out against this and warn people what has happened and what can happen to them!! If you don’t like your first Amendment rights, please move to a more fascist country.

  12. Anonymous

    Two things:
    First the hotel definitely went overboard with suing the guest. That is just not going to help the situation in any possible way. Second: bed bugs are notoriously hard critters to find. They could be brought in by one guest to the cleanest and nicest hotel and than hide in the seems of mattresses and carpets and behind head boards (where housekeeping has little chance of noticing them) until another guest occupies the space. Third: while the hotel owner may be a bully there is always the chance the guest is as well. Believe it or not there are malicious guests out there that know how to work the system of online reviews, corporate office customer care centers and complaints. It is not unheard of for certain malicious guests to make up or exaggerate current problems to bully the hotel into giving them what they want. Case in point I had a guest submit an online review claiming bed bugs than complained to our corporate customer care center that she had bed bugs in her room in addition to multiple other problems (maintenance walked into her room at 6:00 am even thought maintenance isn’t on property until 9:00 and and housekeeping doesn’t start working until the same time). When I called and spoke with her she even told me that not only did she not have any bites from bed bugs that she didn’t even know what they looked like. did the hotel overreact? Yes. Was the guest completely in the right? Not necessarily. By the way in the above story I had a professional pest control agency come in and do a full bed bug inspection and treatment in the room in question and they didn’t find the slightest sign of a bed bug. Believe it or not even though you have to operate like the customer is always right sometimes even when they are “right.” They actually are not.

  13. Betty

    The hotel owner is a bully. Seriously, your guest was bitten and suffered (2 weeks, plus perhaps keloid scars + they could get Hepatitis) and now your suing your guest who paid you to stay in your parasitic hotel room?! Wow, you should be ashamed.

    • Jack

      You’re so crazy. If you got Zika, it’s the hotel’s fault? If your house guest got Zika in your house, then it’s your fault?

    • Kerry

      From the CDC website:
      Bed bugs, a problem worldwide, are resurging, causing property loss, expense, and inconvenience. The good news is that bed bugs do not transmit disease.

  14. Sally

    Oh and stop twisting up freedom of speech. Freedom of speech is to protect people’s right to call out something bad going on without being put in jeopardy… Face retaliation. Libel and slander not included! What so many have done is twist up meanings to suit themselves only.

  15. Sally

    Suing a guest over posting the truth is ridiculous. I wouldn’t stay there as apparently the ones running that place clearly have issues with criticism and not able to make proper amends. The customer has every right to be upset and to insinuate the customer somehow put the bedbugs in the room is very ignorant. Why would someone do that to themselves. The is actual libel! So one person is telling the truth and the other making up lies to make the customer look bad. Reputation on the line? Suing a customer that was being honest about a bad experience only makes the hotel look worse.

  16. Lisa Roy

    You know..people aren’t too bright. Bed bugs can be anywhere at any time…travelling on luggage..etc..etc. they can be found at the newest.cleanest place anywhere. well as s place that is not so new. Just as disease does not discriminate..neither do problems such as bed bugs.they have nothing to do with cleanliness. People should know what the hell they are talking about or they risk making themselves look more idiotic than usual..

    • Wayne Jones

      Finally a voice of reason!

    • Kerry Page

      Exactly… Lisa has it correct. I also have a problem with the hotel review sites because they print word for word from the guest without investigating if it is factual but the hotel response is severely moderated. Trip Advisor also allows people to review your hotel and they actually didn’t even stay there. One person came to our night window an 4:15AM and expected my front desk girl to unlock the door so they can use the bathroom. For her safety she did not allow it. His wife trashed us on Trip Advisor. They were not even customers. On my soapbox…

  17. Matthew

    What was the outcome of this case?? Did the hotel win the $95,000 suit???

  18. TJ

    I posted a negative review on TripAdvisor a number of years ago after the hotel receptionist asked whether he could accompany me to my room. The owner contacted me and said I had to be lying and to take it down. I refused so she screamed at TA and they removed it. TA is a patsy so no need for litigation

  19. Tim

    Virtually every hotel gets bed bugs from time to time, but very few hotels have systems in place to deal with them effectively. Even if the guest bought the bed bugs in with their luggage, the hotel should treat the problem properly without blaming the guest and if no other rooms are available they should be compensated fairly. A 30% discount is an offensive way to treat a customer.

    It’s fair to say that there are far too many reviews focusing on bed bugs, but this will only be stopped when people are educated about bed bugs and realise that an isolated case of bed bugs is not necessary the hotel’s fault. However taking legal action is an overreaction to say the least. All travellers should be free to post honest reviews without fear of retribution by aggressive hotel management. Reviews are supposed to be critical. They represent independent consumer advice and are not there as testimonials or free advertising.

    By suing their guest, this hotel has simply highlighted their (alleged) bed bug problem and shown other travellers that management are bullies who don’t respect their guests’ opinion. A refund and a simple response to the review on TA would be a much better option from a PR standpoint.

  20. Jeanie Kurzrok

    Things happen! Granted the hotel may not have any any problems in other rooms, but that doesn’t mean this didn’t happen in one room. The previous guest may nave brought them in on his/her luggage and they managed to “hide out” until Mr. Azoulay encountered them. HOWEVER, the staff (as in “on-site management”) should have been a bit more sympathetic to the guest’s complaint … especially if he showed them proof : i.e. the little critters in a glass AND the bites to his body. If indeed the bugs existed, $40 was an insult.

    On the other hand, if no evidence existed, the guest should have gratefully taken the $40 and been quiet.

    I recently stayed in a hotel where the linens hadn’t been changed after the last guest. After being shown another room with the same problem, I checked out. Problem solved for now. Report turned in. Steps taken to correct so this wouldn’t happen to another guest.

  21. john roy

    Similar thing happened to me. I’d never do another review on trip advisor, they didn’t take one step in helping me.

  22. WilhelmR

    Crisis management gone bad.

    If the hotels had bed bugs (they never said they didn’t) then it’s now public knowledge.

    What I think. If the lawsuit is an attempt to “scare then settle”, then the legal team has no clue about PR in the modern world.

    P.S: By the middle of the article, I thought the guest was asking for $8000 or something, not $500… which, it seems like a small price to pay to maintain a “clean” TripAdvisor score.

    • jc

      Too many one-sided assumptions on your part which leads me to believe that you have some interest in that particular guest being sued and/or an axe to grind with the ‘establishment’.

      • AD

        You work for that hotel as management don’t you JC? You keep trying to defend them. I work as a PR manager for a hotel. They hotel really shot themselves in the foot with this one and probably lost more revenue by suing the guest than they would have gained had they responded calmly on tripadvisor. Which you can do by the way. I do think that the guest either brought the bedbugs in or was lying, merely because he let us son continue sleeping in an infested room rather than moving that night.

  23. Neeraj Bhatia

    Clearly an interesting development where Hotel has sued guest for writing a negative review. User reviews are broadly a reflection of his/her experience and freedom of speech can not curtailed even if someone’s experience has not been up to Industry’s standards.
    Online reputation management can not override the freedom of speech as people will shy away to give any negative feedback which can be helpful for a hotel as ‘feet forward’.

  24. Stuart McD

    Assuming the room did have bedbugs and that the guest didn’t plant them, this seems like a remarkably stupid move by the property.

    Looking at their website, rooms are around the $130-150 mark so I agree offering what must have been an extremely irate and obviously inconvenienced guest $40 back is offensive.

    They should have comped the first night entirely – a more than reasonable action, which they could have noted should the shrill vomment still have hit TA.

    Instead they scrimped to save what? $90, and now are going to court and so announcing to the world that not only do they have a bedbug issue, they sue people who talk about it.

    Fabulous brand protection there – nice work guys.

  25. Patrick

    Bottom line! Lame Guest always right, maybe after re educate . The rebuttal from corp hotel is a joke and will never stay with one! Once again we’ve lost customer service, training and taking responsibility!

  26. Suzanne Fluhr (Boomeresque)

    I think the hotel’s lawsuit makes them look mean and overly defensive. The hotel should have left a well worded rebuttal on TA, explaining their version of events. If this review was an outlier, most TA users are savvy enough to see that. I usually disregard outliers that are too gushy compared to the bulk of reviews and those that are too unflattering if they deviate from the general sense of most of the reviews.

    • Sarah

      Evidently you never booked a stay at motel. They are always find some new ways if screwing over customers.
      Its not even in an area one can look for work, and way to many people make a nuisance of themselves here because we are trying to fix an obvious issue–no wifi which some need for work.

      Guests reviews are sacred. It tells you when shady stuff is going on.

  27. Steve

    I agree that this isn’t really about bed bugs and that the hotel might look silly. But I think it’s good thing that the hotel is fighting back. Tripadvisor is a tool that can cause a lot of damage to any business and needs to be used responsibly. A guest can write whatever he/she wants and there’s no governing body at TA that verifies if they’ve ever even stayed there. Behind the scenes, TA does nothing to really protect the businesses that stand to lose a great deal. And a business who doesn’t want to play the TA game has no choice – you can’t even opt to be off the site.

    A negative response goes right up on the site instantly and it takes days to have a TA staff member review an owner or manger’s response, and they reserve the right to block your response as well so you have to write it completely like walking on eggshells. A bed bug review is like the kiss of death for a hotel and I think it’s irresponsible for TA to publish that if there’s any dispute about its truthfulness. People can be really vindictive and use TA as a weapon. This lawsuit is about not being bullied by the guest.

  28. Matthew

    I’ve stayed in hundreds of hotels in my lifetime and, thankfully, have yet to encounter a bed bug. However, in recent years bed bugs have become a rampant problem in public spaces, not just hotels. Recently it was reported that the seat cushions in the conference room at the United Nations building in New York were infested with bed bugs.

    Here’s the long and the short of it. Let’s say the guest brought the bed bugs with him, either intentionally or unintentionally. Suing him for a comment on a travel review site is just plain bad publicity for the hotel in question. It makes them look overly defensive (and rather guilty) and says a great deal about their service and how they value their guests. Who would want to stay at a hotel that sues its guests for making perfectly legal, albeit disparaging, comments regarding their experience? Not me.

    This article isn’t about bed bugs, it’s about the hotel and its lawsuit. Let’s not miss the point. Anyone who is in business these days is open to public criticism on the internet. One post about a negative experience, even if it is something as creepy as parasites, shouldn’t make a difference to a hotel’s reputation if the experience was an aberration. However, if a hotel is so quick to file a lawsuit it may indicate a larger problem that they’re trying to keep quiet. Either way it makes the hotel look like a bully and is really bad for business.

  29. Steve

    Bedbugs do not spontaneously appear and aren’t related to any cleaning issues. If a hotel has them, it’s because they were brought from a traveler. Cleaning won’t help. Moving him to another room could possibly just spread the infestation. Moving him to another hotel is irresponsible – unless all his belongings are cleaned.

    I find it upsetting that the reviewer doesn’t understand that in the case of bedbugs, the hotel here is also a victim. It sounds like they gave him an option to stay somewhere he’d be more comfortable, but rather than do that, he chose to stay and be miserable and then lash out at the hotel.

  30. P. Jason King

    As our role includes checking for Bed Bugs and their droppings at every bed we view during our investigations, is the norm for Hotels to be concerned. It is somehow wide spread here in the USA and concerned Hoteliers need to check their beds on a regular basis. Although most Hotels are concerned it is still occurring. Housekeepers need to develop an internal system and purchase MagLights to check for these critters.

    While I do not know the hotel personally that this article is about, there are items mentioned that seems suspicious. Why would anyone stay in the room for even another second, nevermind another night? If the Guest showed the management those trapped under a class, surely it is not the intention of the hotel to say she had brought them with her? People do do strange things to lower their coast or get a free hotel room – having your son be boitten by Bed Bugs takes it a bit far… does not believe TripAdvisor is all that it can be, but if a Guest wishes to post on TripAdvisor they have taken the time to do so, you have to apply to the site and go through a siging up procedure. Thge guests who state their complaints should be heard and I believe TripAdvisor should not be obligated to remove any guest comment.

  31. Andy

    I applaud the hotel for taking a stand on this. Something like that could seriously damage the reputation of the hotel. I recall when a ‘criminal’ was claiming that his suit had been damaged by a waiter at a hotel restaurant. Unfortunately the last time he carried out the scam was with a restaurant without a restaurant (!). Prior to that he had claimed damages from several hotels who paid up without challenging him.

    The fact the hotel are challenging this would tend to suggest they don’t have bugs in their hotel. If they do……bad mistake!

    I do hope the hotel wins because Tripadvisor seems to not care a jot whether this type of review is genuine or fake.

  32. MK007


    The right to reply IS as important as the right of Free Speech.

    If people are having a “bad hair day” they should not be allowed
    to say anything about anybody –
    without the right of reply!

    If they are out for compensation, they deserve to be prosecuted…

  33. Matteo

    I do believe that French Canadians seem to file lawsuits to make a living, non?
    Is this the new low norm that they have come to? Sad…very sad.

    • Jeff

      I don’t understand how you can relate a hotel’s decision to sue a guess to all the French Canadians …What is ‘sad…very sad’ is that you can base your opinion of a population based on the action of one company. Oh Wait, this could actually be fun:

      All Irish have no respect for Labor laws (Ryanair)
      All Brits are broke (Thomas Cook)
      All Emirati are late (Emirates)…


Newsletter Subscription

Please subscribe now to Tnooz’s FREE daily newsletter.

This lively package of news and information from Tnooz’s web site provides a convenient digest of what’s happening in technology that drives the global travel, tourism and hospitality market.

  • Cancel