A traveler identified as Mr. Liu recently took to social media to report an unsettling experience at the Hampton by Hilton in Bao'an Xin'an, Shenzhen. He claimed his girlfriend, Ms. Gui, developed numerous swollen, itchy welts on her legs during their stay. Initially, the couple dismissed the marks as ordinary mosquito bites, but by the third night, the rash had spread considerably and looked distinctly different from typical insect bites, prompting a hospital visit where she was diagnosed with insect-bite dermatitis.

Mr. Liu and Ms. Gui checked into the hotel on the evening of August 16 with plans to stay five nights, having paid a total of 2,014 yuan. Ms. Gui recalled noticing red bumps appearing on her legs during the first two nights but paid little attention to them. It wasn't until waking up on the third morning that she realized something was seriously wrong, as the welts appeared completely different from standard mosquito bites. After researching online and suspecting bites from midges or other insects, she reported her concerns to the front desk, suggesting the room might harbor pests. During that conversation, a staff member mentioned that a previous guest had apparently reported similar bite symptoms, though not exactly the same. A客房经理 later examined her rash and suggested it might be an allergic reaction, recommending she seek medical attention. Hospital tests confirmed the bites were insect-related, though the specific culprit couldn't be identified. Following the complaint, the hotel moved the couple to a suite for their remaining two nights, and notably, no new symptoms appeared after the room change.

In response to the incident, the hotel stated that upon learning of the guest's discomfort on day three, staff immediately engaged in verification and goodwill efforts. The property maintains routine cleaning, pest control, linen replacement, and sanitization procedures, with weekly pest treatments documented. Records show the hotel conducted pest control on August 10 and August 17, with the couple having arrived on August 16. After receiving the complaint, the hotel performed additional deep cleaning and pest inspections on the affected room and surrounding floor, while increasing monitoring. Regarding the front desk staff's comment about a similar prior incident, the hotel asserted they had received no such guest reports since opening. Standard protocol for pest-related complaints includes immediately suspending room sales, conducting deep disinfection, and pest testing.

The dispute escalated over compensation terms. Ms. Gui stated the hotel offered to cover the roughly 30 yuan medical expenses and proposed an additional 100 yuan, which the front desk staff allegedly suggested they would pool together personally. The couple declined this arrangement, uncomfortable with the idea of staff covering the cost, so the 100 yuan was never paid. The hotel clarified that while the "100 yuan from front desk staff" comment was indeed made by an employee, it represented an inappropriate personal remark rather than an official compensation offer, and hadn't been approved by management or finance. The employee has since received internal training and counseling. According to the hotel, the guests initially requested a 300 yuan refund covering three nights at 100 yuan each, which the hotel agreed to process through the original booking channel. However, the parties couldn't agree on the payout method, and no final settlement was reached. Mr. Liu explained that due to business travel arrangements, he couldn't receive the refund through the original channel, and insisted that any compensation be handled officially by the hotel rather than through private transfers.

At this point, the couple has shifted their focus away from seeking compensation. Instead, they're urging relevant authorities to inspect the hotel's hygiene conditions to determine whether pests actually exist in the rooms and whether other guests might be at risk. Public records show the Hampton by Hilton Shenzhen Bao'an Xin'an opened in 2024 with 158 rooms. As part of Hilton's Hampton brand, the hotel's standard room rates are approximately 500 yuan per night, though prices fluctuate based on dates, room types, and booking platforms.

酒店方强调，目前已完成对涉事区域的专项消杀，并加强日常巡查，希望打消公众疑虑。