“Worst hotel in the world” is the best phrase which could describe Roka Resort. For context, I am a university student, female, and went to Roka for 5 days - 4 nights, with my 5 other university friends. We are all girls. Although the personnel, Dewi (at the restaurant) & Ishak at the front desk, were more than adorable, it was the Manager of the hotel (Iwan Kadly) himself who ruined my whole experience, along with his wife. On my first night at Roka, I noticed that upon waking up I had visible insect marks on my legs (see photo), as well as my friends. After searching on the internet, it obviously looked like bed bug marks, but we were not sure and did not want to cause a commotion, hence waited the second day to see if this situation repeated itself. The second morning, we all had even more rashes from these marks. That is why we decided to check all the beds ourselves to see if there were any bed bugs. What we did find is bed bug poop under the sheets (see picture). However, we did not see the bed bugs directly since they hide INSIDE the mattress. When we raised this concern to the staff on the third night, we demanded to change rooms. Since Roka was fully booked that night, we were really panicked as we could not change rooms, nor change hotels as we do not have enough money for this as university students. Hence, we asked to be refunded the 4th night we would not spend at Roka, as we wanted to leave earlier. The room itself was faulty: the curtains had mold, and when we arrived at our room the bed cover plus pillows had mold. Then, the Manager came. Mister Iwan Kadly’s behaviour was more than humiliating, odious and shocking towards us. He had no sense of customer service, and made me feel a way I had never felt before. As he knew I was a young girl with very little amenities, he purposely mocked me and threatened us that he would file a lawsuit against us, as we supposed our beds had bed bugs. He said that these were sand fly marks, but no one informed us of this issue. One thing for sure, and I have verbal proof of this, is that he promised he would reimburse us the night we did stay at Roka. That would help my other friends and I to pay for the clean up of our belongings, if it did contain bed bugs. His wife, which by the way is as deplorable as him, also claimed they would reimburse us one night. I may add that she doesn't even have a working visa, yet works for the hotel by speaking on behalf of it. A few days later, when I asked for a refund on Agoda, the hotel DENIED the refund, saying that it was a conditional reimbursement: “they would reimburse only if we had obvious proof of bed bugs”. However, that is NOT what was agreed. All of this to say, this is the worst hotel experience I have ever had, and as a human being, I have never felt so disrespected. The Manager knew what he was doing, and laughed when we were raising our concerns the whole time, and even mocked us by making us feel stupid for raising the bed bug concern
