I want to share an unfortunate experience with Booking.com to help fellow travelers, especially families with kids.In April 2025, we booked a 3-night stay at the Coronation Hotel in London for CAD 647.60. On the second night, we found active bed bug infestation—my 5-year-old had visible bites. We left immediately after disinfecting our belongings. Hotel staff admitted the issue and verbally promised a refund for the unused night. That refund never came. Booking.com ignored our complaint, even after submitting photos and documents.They offered a CAD 78 “goodwill credit” and framed the incident as a mere “inconvenience.” No real investigation. No responsibility. It wasn’t until I filed a credit card chargeback and BBB complaint that they refunded the amount for the third night as wallet credit. Their public BBB response deflected blame, claiming hotels are “independently operated”—yet Booking.com took our payment and featured this listing.I escalated the matter. Local health authorities in London (Environmental Health, Health and Safety in London, The Royal Borough of Kensington and Chelsea) confirmed bed bugs, removed the room from service, and replaced mattresses and bed frames. This was a serious health violation, not a misunderstanding.Despite the refund, Booking.com offered no apology, no transparency, and no signs of improved safety measures. Their handling was dismissive and inadequate.If you're traveling—especially with children—be cautious. Booking.com failed to act responsibly or protect guests.For those facing similar issues, here are reporting consumer protection authorities:• U.S. Federal Trade Commission (FTC)• Competition Bureau Canada• International Consumer Protection and Enforcement Network (ICPEN)• UK Competition and Markets Authority (CMA) • Netherlands Authority for Consumers and Markets (ACM) While these consumer protection agencies do not resolve individual cases immediately, they monitor recurring complaints and have the authority to take legal action when a pattern of similar issues emerges.Booking.com had a chance to do better—and chose not to. I won’t be using them again. #BookingFail #BedBugs #ConsumerRights
