Booking.com Apartment Had Bedbugs and Didn't Match Listing Photos

I made a reservation through Booking.com for Bahnhof City Loft & Apartments in Augsburg, Germany, for 26–30 June 2026, under the reservation number 5901751671, with a total payment of 380.04 EUR. When we arrived at the property, we saw that the apartment had almost no resemblance to the photos shown on Booking.com. The interior was very dirty, in terrible condition, and there were insects everywhere. On Friday, we tried to report this situation, but did not receive any response. We sent emails and messages to both the landlord and Booking.com customer service and again received no reply. On Monday, we called the landlord, but they did not answer. When we called again from a different phone number, they answered but spoke as if they had nothing to do with the apartment. They claimed that the insects were ladybugs, whereas they were brown bedbugs spread all over the apartment. Despite sending photos via WhatsApp, they acted as if we did not exist and have not provided any solution to date, and the landlord no longer answers our calls. Because of the unacceptable hygiene conditions and the insect infestation, we did not stay in the apartment at all and had to search for alternative accommodation until late at night, which caused us serious stress, loss of time, and additional costs. We have also filed a complaint and refund request with our bank. I request an urgent full refund of 380.04 EUR for this reservation, as the apartment was uninhabitable and completely different from what was advertised, and I also expect Booking.com to review this property and the host’s behavior so that other customers do not experience similar issues.