I am writing to formally file a complaint and request a refund for our recent stay at Hilo Reeds Bay Hotel, which fell well below reasonable expectations and significantly disrupted my family’s vacation.
Upon entering our room for the first time, there was a gecko inside the room, indicating inadequate pest control. More seriously, we encountered ants in our clothing and personal belongings, and our children were bitten. This created a health and sanitation concern, especially for our family. As a result, we had to spend a considerable amount of time during our stay cleaning our clothes one by one to avoid bringing ants home, which took away from the vacation experience we paid for.
In addition, the Wi-Fi was extremely unreliable and largely unusable inside our room, despite being listed as an available amenity at the time of booking. This further added to the inconvenience.
There were also hazardous steps on the property that were not clearly marked. My wife and children tripped over these steps multiple times, raising serious safety concerns. Fortunately, no one was injured, but the risk was very real and distressing.
These issues—sanitation problems, safety hazards, loss of advertised amenities, and the significant amount of time spent addressing these problems—were not disclosed at booking and materially affected the quality and value of our stay.
Given the circumstances, we respectfully request a refund for this reservation.