I stayed at a hotel that had bed bugs, the hotel was uninterested in refunding us or giving us a new room (I had only been in the room shortly before discovering them). I went back to Booking.com and they said I had to be refunded via the hotel and they would only act as arbiters. After showing proof the hotel wouldn't refund me, they continued to not refund.
To really add insult to injury I wrote a review of the hotel explaining the situation and it was removed!
I stayed at a hotel that had bed bugs, the hotel was uninterested in refunding us or giving us a new room (I had only been in the room shortly before discovering them). I went back to Booking.com and they said I had to be refunded via the hotel and they would only act as arbiters. After showing proof the hotel wouldn't refund me, they continued to not refund.
To really add insult to injury I wrote a review of the hotel explaining the situation and it was removed!