I arrived at a Safestay hostel in London at midnight to find my bed infested, but the platform hasn’t replied to my complaint
I used Booking.com to book a bed at Safestay Holland Park hostel on a work trip to London this month. Arriving at midnight, I discovered bedbugs crawling on the mattress, pillow and walls. Staff moved me to another building, which was also infested. I spent the night awake at reception.
Exhaustion forced me to take a dawn train home, costing a new ticket and my freelance fee as I was unable to work. I also had to buy new clothes and do multiple wash cycles to avoid bringing the infestation back with me.
My expenses came to £265. I’ve since read dozens of comments on review websites reporting bedbugs at the same hostel and similar complaints about three of the other five UK Safestay hostels.
After I filed a formal report, Kensington and Chelsea council enforced pest control treatment. The hostel manager offered £250 compensation but I’m still waiting, while Booking.com has not replied to my complaint. There were other guests left in my infested room without any action taken. There seems a systemic failure of safety and corporate responsibility.
