Thompsons shares an anonymised client account of discovering an infestation, dealing with the aftermath, and learning what to look for when staying away from home.

Our client was away for work and booked into a hotel for what should have been a routine week-long stay. Instead, the experience became deeply unsettling and changed the way they approach every hotel room they enter.

The first warning signs

On the first or second morning, our client noticed a tiny insect on the bedding. When they picked it up to move it, it burst and left a spot of blood. They initially assumed it was a tick or an insect that had come in on their clothing, so they carried on with their day. The following morning, they saw another insect and dismissed it again.

A few nights into the stay, our client woke in the early hours feeling something crawling on their back and neck. Using a phone torch, they spotted a bug on the duvet. They turned on the room light and inspected the bed more closely. Several insects were crawling across the bedding, while dead bugs were visible beneath the mattress protector near the headboard.

Reporting the problem

Our client recorded video and photographs, packed their belongings, and reported the issue discreetly at reception. A member of staff apologised and offered another room, but after what they had seen, our client no longer felt comfortable remaining in the building. They asked to be moved elsewhere, then left for work while alternative accommodation was arranged through their employer.

After comparing the photographs with reputable online images, our client believed the insects were bed bugs. They sent the evidence to the hotel using the contact details provided at reception but received no response. A later online complaint also failed to resolve the matter because the booking had been made by a third party and our client could not supply every payment detail requested.

The delayed physical impact

Several days after moving to a different hotel, our client noticed raised red marks across their arms, back, calves, and face. At first, they assumed the marks were connected to working outdoors, but their pattern and appearance matched descriptions of bed bug bites. The delayed reaction was particularly alarming because it emerged after our client thought the immediate problem was behind them.

Our client felt unable to continue the trip and returned home early with their employer’s approval. Although they did not lose earnings, they spent significant time and money laundering workwear and personal belongings at high temperatures to reduce the risk of carrying bed bugs home. A pharmacist advised them to monitor the bites and seek further help if they became itchy or infected. The marks healed within around two weeks without physical scarring.

A lasting effect

The physical symptoms passed, but the experience changed our client’s behaviour. They now inspect hotel mattresses, headboards, protectors, and bedding before settling into a room. The dead insects and other visible signs found around the bed led our client to believe that the problem should have been identified during routine cleaning and inspection.

What travellers can learn from our client’s experience

• Check the mattress seams, headboard, bedding, and mattress protector when you arrive.
• Photograph or film anything unusual before leaving the room.
• Report the issue promptly and keep copies of emails, booking confirmations, and receipts.
• If your employer or an agency made the booking, contact them quickly so they can arrange alternative accommodation and keep the relevant booking records.
• Wash and dry clothing on appropriate high-temperature settings if you are concerned about bringing pests home.
• Seek advice from a pharmacist or medical professional if bites appear or symptoms worsen.

What began as an ordinary work trip became a distressing experience with practical, financial, and psychological consequences for our client. At Thompsons, we believe people should be able to expect clean, safe accommodation and to have any concerns handled promptly, respectfully, and transparently. Our client’s experience also shows the importance of keeping clear evidence and acting quickly to protect yourself and support any complaint or claim that may follow.