A Thiruvananthapuram hotel has been ordered by a Kerala consumer commission to pay ₹30,000 in compensation to a retired teacher whose family suffered bed bug bites during a stay. The ruling, issued on September 28, found the hotel guilty of a “deficiency in service” and “unfair trade practice” for failing to maintain proper hygiene standards.
Family's Ordeal After Hotel Stay
The incident occurred after the retired teacher booked an air-conditioned four-bed room at the Thiruvananthapuram hotel on August 26, 2024, for ₹3,500. The family was in the city to attend a marriage function and visit a temple. They checked out the following morning, but soon after, family members began developing insect bites and rashes.
The complainant's daughter, in particular, suffered from swollen, itchy red marks. She consulted a doctor on August 27, 2024, who attributed the bites to bed bugs and prescribed necessary medications, tests, and lotion. The family reported the issue to the hotel staff, but their complaints were allegedly dismissed as mosquito bites, and no alternative room or resolution was offered.
Consumer Commission's Verdict
The Kasaragod District Consumer Disputes Redressal Commission, presided over by K Krishna and member K G Beena, critically examined the case. The commission noted that the hotel's argument that the room had been booked by the daughter, not the father, was dismissed after the father produced a power of attorney.
Crucially, medical records, laboratory bills from Anadiyil Hospital, and other documents provided substantial evidence supporting the family’s claim that the daughter suffered bed bug bites during their stay. The commission stated, “Failing to provide a clean, mosquito-free hotel room with basic amenity constitutes deficiency in service under the Consumer Protection Act.”
“The complainant has produced evidence for the treatment laboratory bill of Anadiyil Hospital, which is sufficient to prove the bug bites and other difficulties undergone by the complainant at the opposite party’s hotel,” the commission observed in its order.
The hotel's denial of allegations and claims of maintaining proper cleanliness were rejected by the commission. Furthermore, the commission highlighted the reception staff's failure to offer a remedy or an alternative room when the complaint was initially raised.
Compensation Breakdown
The awarded compensation of ₹30,000 is broken down as follows:
- ₹10,000 towards medical expenses.
- ₹15,000 for the mental agony endured by the family.
- ₹5,000 for litigation costs incurred during the legal process.
Initially, the complainant had sought ₹3.5 lakh in compensation and ₹50,000 for litigation costs, but the final award was set at ₹30,000.