Reader Question: Advice on How to Handle a Cockroach Incident at AC Hotel Málaga Palacio by Marriott

A LoyaltyLobby reader has reached out regarding a disturbing experience during a recent points redemption stay at the AC Hotel Málaga Palacio, a Marriott Bonvoy property.

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You can access AC Hotel Malaga Palacio here.

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Reader Question:

I would appreciate some advice on how to handle a complaint regarding a cockroach incident at the AC Málaga Palacio.

I am a titanium Bonvoy member. My stay was for two nights, using points (37K for the first night, 45K for the second). On the first night, my cousin discovered a large cockroach walking on the floor near the TV. It eventually hid under one of the wooden floor panels.

We called reception, and they sent someone to the room. He made some noise in an attempt to lure the cockroach out from behind the wall but was unsuccessful. He then offered us a room change, which we accepted, as we didn’t feel comfortable staying there. By that point, it was past 1 AM.

The second night in the new room—on a different floor—was uneventful. However, after checking reviews online, I discovered that this was not an isolated incident.

When I checked out on Sunday, no manager was available. I emailed the hotel the following day, and they offered me 25K points as compensation and removed the charge for two drinks. The representative explained that cockroaches enter rooms when guests leave the balcony door open. However, I was on the seventh floor, and a quick Google search confirmed that cockroaches don’t actually fly—suggesting the hotel may have a larger issue than they’re willing to admit.

Do you think 25K points is reasonable compensation? Any suggestions on how to proceed?

When I had a look at this hotel on Marriott’s website, I realized that I had stayed there previously (I remembered the shape of the building).

I had taken the two videos of the rooms/suites I had at this hotel in 2015/2016 (time flies!):

Was 25,000 Points a Fair Offer?

Overall, I think that comping 68% of the first night’s points rate is pretty good.

The maximum would have been to waive the charge entirely for the night, which would have meant depositing 37K points for the reader’s account.

If the property has a serious issue with cockroach infestation, then it should be shut down for a comprehensive pest control treatment, which would obviously be extremely expensive for them.

Conclusion

I always remember the first time I saw a cockroach in my life, which was at a London hotel in 1990. It was an unsettling experience at the time.

Depending on the environment, they are impossible to terminate, as I learned when I lived in New Orleans.

They should not, however, make frequent appearances at hotels, although this hotel is not a palace even when it has palacio in its name.

Do you think that 25K points is adequate compensation for a cockroach? Please comment below.

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