Art Hotel Navigli in Milan

BEDBUGS AND BROKEN PROMISES — AVOID THIS PLACE

I stayed at Combo Milano in early May. On my second night, I found a live bedbug crawling on my bed. I immediately informed reception, who initially seemed helpful and even offered me a written agreement for a refund. However, this promise was not honoured. No apology, no solution — and certainly no refund.

The room was in poor condition and I had to leave in the middle of the night, during a peak season, disrupting a work trip and causing major stress.

Later, after issuing a partial refund, the property charged my card again without notice, for the exact same amount — a move that my bank is now reviewing. On top of that, my reservation was removed from Booking.com, preventing me from leaving a review there.

I find it deeply disappointing that instead of taking responsibility, the hotel has responded with personal attacks, false claims, and attempts to discredit me as a guest. For the record: I acted in good faith, documented everything, and escalated the issue only when no solution was provided.

I’m sharing this not out of revenge, but because guests have a right to know what to expect — and how complaints are handled here.

Accusing guests of “coercion” or of “bringing bed bugs” — without evidence — says more about your customer service than any review ever could.