We booked and paid for this apartment almost seven weeks in advance, yet on arrival the host claimed they "didn't know we were coming" and had "done their best" to have it tidy. That is simply not an acceptable explanation for a confirmed booking.
The apartment was not ready at check-in. The cleaner asked us to come back 40 minutes later, and when we returned it was still not cleaned to an acceptable standard.
The fridge was dirty, there was toothpaste over the sink and toilet, rubbish under the couch etc. In my opinion, the property felt more like someone's lived-in home than accommodation prepared for paying guests plus the pictures are not the actual apartment.
The biggest issue, however, was the handling of a €300 security deposit. It was demanded approximately one hour before arrival – the first time I had ever been told about it. I had screenshots of my original Booking.com confirmation and listing information, and there was no mention of any security deposit. I was told I would get it back on checkout provided no damage and had to chase 2 days later and was told checkout does not mean immediately and just be patient as they wanted to get paid by Booking.com first.
After I raised this with Booking.com, the property information was updated to include deposit details. I have screenshots of both the original information I booked under and the updated version that was done when i made my complaint. I was then told its none of booking.com business if they take a deposit, they are entitled to, but my issue was that this information was not provided at the time of booking and I was left with no choice but to pay as some of the guests were after travelling 2 hours and were near the apartment when I got the call requesting deposit.
Booking.com reviewed my complaint and agreed the deposit policy was not present when I made my booking, and they upheld my complaint.
1 / 10
Customer service needs to be improved
The apartment itself is lovely and is in a great location, set in a beautiful area. It was comfortable to stay in and had everything we needed. However, the cleanliness could have been better on arrival.
The biggest issue was the €300 security deposit. It was taken via Revolut and was supposed to be returned within 7 days. Unfortunately, I had to repeatedly chase the property to get my money back, and it wasn’t returned until 9 days later. This made the experience unnecessarily stressful.
Overall, the apartment and its location were great, but the customer service and communication regarding the deposit were disappointing. With better customer service and improved cleanliness, this would have been a much better experience. I was asked to pay an additional €50 early check-in fee, which was very frustrating given that the earlier check-in had already been agreed.
Parking is not specified as an available amenity at Modern Deluxe Apartment with a Seaview. For more information, we encourage you to contact the property about where to park.
Is there a pool at this apartment?
We didn’t find pool listed as an amenity for this apartment. It may be worth double checking if a pool is important for your stay.
Is Modern Deluxe Apartment with a Seaview pet friendly?
Yes! This apartment is pet-friendly. For more information, we recommend contacting the booking provider about animal policies.
What amenities are available at Modern Deluxe Apartment with a Seaview?
We found 6 amenities for this rental. This includes free wifi/internet, free parking, non-smoking, pets allowed, and balcony/terrace.
Parking is not specified as an available amenity at Modern Deluxe Apartment with a Seaview. For more information, we encourage you to contact the property about where to park.
Is there a pool at this apartment?
We didn’t find pool listed as an amenity for this apartment. It may be worth double checking if a pool is important for your stay.
Is Modern Deluxe Apartment with a Seaview pet friendly?
Yes! This apartment is pet-friendly. For more information, we recommend contacting the booking provider about animal policies.
What amenities are available at Modern Deluxe Apartment with a Seaview?
We found 6 amenities for this rental. This includes free wifi/internet, free parking, non-smoking, pets allowed, and balcony/terrace.
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