I am requesting a full refund and restoration of my OneKey points for a completely unacceptable stay where my room was infested with ladybugs, making it uninhabitable for my daughter and me.
Detailed Account of Issues:
Friday, December 27, 2025:
Upon entering Room 209, we discovered approximately 5-6 ladybugs throughout the room - multiple on the ceiling and one on the bed. My 11-year-old daughter was absolutely disgusted and distressed by the bugs, making the room completely unusable for our family stay.
I immediately went to the front desk and spoke with an employee named Siri (spelling approximate). I reported the ladybug infestation and requested a different room.
Hotel's Inadequate Response:
Siri stated the hotel was "at capacity" and no other rooms were available
When I asked what solution they could provide, he responded "I don't know"
No apology was offered for the unacceptable room condition
The only compensation offered was allowing us to take complimentary items from the hotel store (I took a bag of popcorn, my daughter took a Twix bar)
This "compensation" is completely inadequate for being unable to use the room we paid for
Impact on My Stay:
I was unable to use Room 209 at all - we did not sleep there, did not store belongings there, did not use any amenities
I was forced to make alternative sleeping arrangements with my twin brother's family who were also staying at the hotel
My daughter and I essentially paid for a hotel room we could not use!