Monica Robertson had high hopes for her mother’s 70th birthday celebration aboard the “Pacific Encounter” with P&O Cruises. However, what was supposed to be a joyous occasion turned into a harrowing ordeal when they encountered a bed bug infestation upon entering their cabin.
“We felt there was a problem right away. In the bathroom, there was literally one crawling on me. In the bed I could feel things and peeled back the sheets, and that’s when we saw quite a number of bugs with us,” Robertson recounted, describing the horrifying experience of finding herself and her family under attack by the pests.
The itching was intense, almost burning, she said, leaving her with painful marks that eventually grew to the size of a 50-cent piece. The situation escalated when she discovered bugs infesting their clothing in the walk-in closet.
Despite pleading with cruise staff for a refund due to the discomfort and loss of belongings, their request was denied. “We’ve been bitten on your ship. The answer was no, they’re not going to waive it,” Robertson lamented.
Forced to discard numerous items, the family’s vacation soured as they sifted through their belongings, unable to salvage much. P&O Cruises, however, denied any evidence of bed bugs during cleaning and room inspections, prompting Robertson to question their response.
Refuting the cruise company’s claims, Robertson argued, “I was clearly giving them bugs throughout their stay that they could look at.”
In response to the incident, P&O Cruises asserted their commitment to guest safety, citing “strict and robust health protocols” aboard their ships. Despite this, they offered the family a choice between a $500 future cruise credit or a $250 refund.
“The comfort, health, and safety of our guests is of utmost importance to us,” a company spokesperson stated. “Just like hotels, we have rigorous cleaning processes in place to address and resolve any issues that may arise.”
