2/10 Terrible
Michael
Traveled with partner
Apr 30, 2024
Disliked: Cleanliness, amenities, property conditions & facilities
We booked a 4-night stay at the "Romantic Apartment". It was small and sparsely furnished. The previous guests did not follow the instruction to take out the garbage. Some unfolded sheets were stuffed in a hanging storage. The only toilet in the property was broken on arrival. They could not fix it nor offer any alternatives. Phone calls never got through, but they did respond to text.
We waited for the mysterious "property manager" all evening and throughout the night. No one showed up or called. By dawn, we texted them we had enough and wanted to check out. We were assured that the remote process (Keycafe) would work despite the early checkout. It did not. I immediately notified them of the anomaly and even sent a picture of the exact Keycafe box where I dropped off the keys. They said they would handle it from there and there was nothing else I needed to do.
Weeks later, they refused to issue any refund or compensation because my reservation remained active in their system the entire 4 nights. The security deposit which was to be automatically refunded within 7 days is also being withheld without any explanation. My credit card company and several other agencies are looking into this fiasco.
Their hands-off approach probably works OK most of the time, but when it fails (and toilets do break), they need to have some kind of local support, and not just keep repeating "We have already forwarded this issue to the property manager".
Michael
Stayed 4 nights in Apr 2024