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Hello, I urgently need help with my current reservation.
We found bedbugs in two rooms of the apartment and immediately reported the issue to the property. We have photos/videos as evidence. We are a family of 6 and cannot stay in this apartment another night.
The property has now confirmed in writing that they are unable to relocate us and specifically told us to contact Booking.com. I have screenshots of their messages.
We are already packing our belongings and need to find another place to stay tonight. Please urgently help us either by relocating us to a suitable, clean apartment with clean sheets and proper hygiene standards, or by arranging a full refund so we can book another place ourselves.
We cannot wait until later today because we need enough time to find suitable accommodation for our family. Please treat this as an urgent hygiene/safety issue and let us know what we should do before we leave the property.
Country of complaint: Portugal
Desired outcome: We request a full refund as bedbugs were found in two rooms, making the apartment unsafe and unsuitable for our family. We cannot stay another night and request Booking.com’s help with alternative accommodation tonight.
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