We booked B&B Madison because it was very close to the Naples Train Station, for 4 nights, June 4 - 8. In the 5 minute walk from the train to the B&B, my husband was robbed of $200. When we got to the building, English-speaking Lucia was watching for us from the upstairs office window, & came down take us to our room.
The building itself seem dark & dirty. The entry where I waited for the elevator was grimy, with questionable wiring visible. Our room appeared clean, bright & modern. The bathroom had a broken vanity mirror, no big deal.
We slept well, but awoke to find 4 bed bugs in the bed. We were OUT OF THERE. At about 7:30 I knocked on the office door. I told the man that answered about the bed bugs, that we were leaving & I wanted a refund for the three nights. He didn't speak English, so he called a woman who apparently translates for them, but I don't think she understood about the bed bugs, she just asked if I wanted breakfast before we left. The man in the office tried to reach Lucia, but after 20 minutes I needed to leave to catch a tour bus. Finally with translation on our phones, the man said he still didn't understand what I wanted. I told him I wanted money back for the nights we weren't staying there. He said we paid Expedia, not B&B Madison, so I left.
Back in the US I sent a message to B&B Madison requesting a refund, no response. I called Hotels.com; the cust srvc rep didn't get compensation for us, nor did Hotels.com offer.