Well, it's a bit harsh to say they brought this on themselves by having the infestation, because it's basically impossible to prevent an occasional infestation. Bedbugs don't spontaneously generate in filth, like people used to think rats did. They are brought in by guests, and even a clean, vigilant hotel is going to have them from time to time.
It seems to me like the hotel did the right things, up to the point where they went ape-shit over the trip advisor review. Yeah, the review was probably not fair, and it's going to hurt business in the short term, but them's the breaks. Into every business a little misfortune must fall. You suck it up and move on, you don't turn it into an ongoing PR disaster.
Bedbugs are disgusting, but they're harmless. They carry no diseases. Yeah, it's no fun finding them and they're a pain to get rid of, but they're not the Mark of Cain on a particular hotel. They're just something unfortunate that happens. Finding them is not proof that a hotel is dirty or lax, but people *will* over-react to bugs of all kinds.