Free upgrades can only be offered under the following circumstances and only if no other rooms are available in the same category.
2.2.1 physical/technical faults in the room rendering it unable to be lived in as normal. If the problem can be fixed in reasonable time then NO upgrade is warranted.
2.2.2 took-gae, rats, snakes or other unpleasant creatures that cannot be removed at that time; this will be recorded and effect the performance appraisal of Housekeeping team.
2.2.3 bed bugs are not considered under the above category and do not warrant a room upgrade. HK should change the mattress by bringing one from another room and FO is to inform the guests accordingly.
I want a session to educate Housekeeping and Reception team about bedbugs, which can be obtained from Wikipedia. These are microscopic animals that cannot be seen by the eye as normally claimed. Reception has to be aware of symptoms if a person has been attacked. This knowledge will enable our staff to fend off any false accusations from guests. If there is a clear evidence of bedbugs, the way to deal with the issue on-site is to change the mattress by bringing one from another vacant room, NOT by moving guests to another room.