We chose this apartment because of its location. The people we met, who lives in those buildings, were friendly. The concierge provided additional information.

Communication with the host. Mattresses and pillows should be replaced . Booking.com should re-evaluate theirs procedures and policies for hosts to prevent similar situations in the future. The vetting process should be stricter. Based on the photos, we understood that the apartment was in a residential building with a gated entrance and a concierge. After booking, we expected to receive basic information such as the building number, the floor, and a note that more detailed instructions would follow at check‑in. Since we received nothing even 24 hours before our trip, we emailed the host and also called, leaving a voice message. Because the host did not respond, we contacted Booking.com and explained that the situation was becoming very stressful and unpleasant. We eventually received a reply, but it contained no information. We tried calling again with no success. Booking.com agreed to check in with us the next morning—the day of our trip—to see whether the host had contacted us, but they had not. Given the long journey ahead, this added even more stress, and we believe Booking.com should improve its procedures and vetting process to prevent such cases. Following Booking.com’s advice, we began our trip, and a few hours later the host finally contacted us via WhatsApp. We explained that we had sent several emails, tried calling, and that Booking.com had also attempted to reach them. The host mentioned they had sent an email earlier that day asking us to contact them on WhatsApp, but we never received it. When we arrived, we received instructions during check‑in. However, the intercom system had been changed, so a new video should be provided. Upon entering the apartment, we were met with the smell of cigarettes. The place was generally tidy, but the floors should have been swept or vacuumed before our arrival. The bed in the bedroom squeaked loudly, and the neighbors knocked on the wall because of it. Both mattresses needs to be replaced, as well pillows.