Even 5 star hotels get bedbugs. It has nothing to do with the hotel's cleanliness. They cannot know if their guests are bringing bedbugs with them. It only becomes the hotel's fault when they do nothing to fix the problem. So please keep us updated on what the Swan is doing for your friend and to get rid of the bedbugs. My sister worked front desk at POP several years ago. Only once did anyone complain of bedbugs. However, my sister said that the family was claiming this after many other "issues" they had. To her and the other cast members, it was obvious this family was trying to get things for free including their room. But Disney takes this very seriously and even after an inspection found their old room, (they were moved to another room), to be bed bug free, they still exterminated it. I hope the Swan will follow the same procedures as I'm staying at the Dolphin for Christmas and bedbugs are definately not what I was hoping Santa would bring me this year!