Review Time
.I booked a Novasol managed property in Orba through Booking.com as an ‘awesome home in Orba’The property had video cameras in the bedroom and living area which is illegal in Spain.Which were quite clearly on .It was reported to Novasol who have failed to take the matter seriously and not even asking to see my photographic evidence .How will you feel being videoed in the bedroom of your holiday villa.There were other issues reported as well , but just ignored.The matter is in the process of being reported to the authorities.Update 13/1/26To EmmaBooking 10162979CRM 003404457Reported to Orba police today who have taken the matter as a serious breach of privacy .A further report has been made to the Guardia CivilA full factual review of our stay was submitted to Booking.com , however it has not been added to the property - shame on Booking.com for censoring a factual review .As of today 16/1 Booking.com have included my review on the property minus 2 pictures of the 4 submitted
We booked what was advertised as a massive 500 sqm private holiday apartment for a New Year's celebration with 13 people. Being cautious, I explicitly asked their support before booking if this was a private unit. Their agent confirmed in writing: "We do not rent out rooms at all - only whole place." We trusted this promise, but it turned out to be a lie.Upon arrival on New Year's Eve, we discovered the "private apartment" simply did not exist. It was a standard hotel offering us separate rooms in a public hallway, with no private kitchen or sauna as promised in the listing. When we tried to get help, we found that Novasol's chat support had closed at 16:30, leaving three families with children stranded in the street with nowhere to celebrate.Since the service we paid for was not provided, we refused to check in. The aftermath has been even worse than the ruined holiday. After weeks of emails, their agent finally admitted that the listing was a "catalogue error." However, instead of a full refund, they returned only 10% of the cost and are keeping the rest! They claim they "remedied the problem during our stay," completely ignoring the fact that we never stayed there because of their fraud.Novasol takes money for premium listings, provides cheap substitutes, admits their mistake, and then refuses to return your money. We have now filed a formal legal case with the Swedish Consumer Disputes Board (ARN). Do not trust this company's descriptions or their support.UPDATE 18/01/2026: After posting this review, Novasol contacted me proactively. They explicitly stated that because of this Trustpilot review, they re-evaluated my case.I have now received a full refund for the booking. I appreciate that they finally took responsibility, but it is disappointing that it required a public review and media involvement to get the support that should be standard.I am raising the rating to a 2-star only because the holiday was ruined, and the resolution process was unnecessarily difficult.
The house is beautiful and modern with a lovely atmosphere. Everything is in very good order and we felt very comfortable. The location is great and quiet.The only thing to keep in mind is that if you come in winter with your dog to avoid fireworks noise this house is unfortunately right across the road of the main fireworks location of the village.Everything else is just perfect.
Never Novasol again.The house was only roughly cleaned, yet they charge a high fee for final cleaning. Not even a roll of toilet paper. Quality completely inadequate.Much worse: we forgot our laptop there, and it took a week - after contacting every channel for 7 days -before anyone bothered to look for the laptop. We urgently needed it back. It was only sent days later. Cost for this "service"? A €24 fee for this supreme customer-oriented and wholesome service. Absolute rip-offs who only focus on profit. This has nothing to do with relaxation or vacation.
i asked for support via their chat, waited 15+ minutes for an agent, he answered with a question, which I needed to research, but after 5 min he wrote back "you are not answering so i will just close this conversation!" like wtf. Also, the summerhouse we rented didnt have internet, but nowhere in the description it was mentioned that there is no internet.
We rented a summer house through Novasol and discovered after our departure that we had forgotten some personal belongings in the bathroom. We contacted Novasol the same day to ask whether we should drive back to retrieve them or if there was a procedure for forgotten items. We specified exactly which drawer the items were in and were told that they would inform the cleaning staff that would be there the next day and they would then contact us to arrange sending them to us.No one ever got in touch, and after several chases, we finally received an email response two weeks later. Novasol said they were sorry but nothing had been found and they would not pursue the matter further.It’s disappointing that Novasol doesn’t follow through on their own promises, and it creates a sense of complete carelessness on their part. We’ve now lost belongings worth a couple of thousand kroner, which we would have driven the two hours back to retrieve on the day of departure, had Novasol not assured us it was no problem and that they would send them to us.We will not be renting through Novasol again and recommend others to be extra cautious. You can't trust that they will do as they promise and forgotten items apparently never resurface.
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