Our experience with this agency was highly disappointing, mainly due to the lack of professionalism and the way the refund process was handled.We initially found the property through Airbnb. After submitting a booking request, we were contacted directly and encouraged to cancel the Airbnb reservation and complete the payment outside the platform in exchange for a better rate. Trusting the agency, we agreed.Due to unforeseen circumstances, we cancelled the booking well in advance. The agency acknowledged the cancellation and clearly confirmed that a full refund would be processed, requesting our bank details to proceed.From that moment on, the situation became unnecessarily complicated. Communication was inconsistent and often delayed, requiring multiple follow-ups. There were long periods with no response, followed by generic replies without any concrete progress.Despite having confirmed the refund, no payment was made for a significant amount of time. This lack of transparency and follow-through reflects a concerning level of professionalism.Only after initiating a chargeback procedure with our bank did we receive a partial refund. However, the amount returned was lower than the original payment, and no clear explanation has been provided for this difference.At the same time, the property appeared to be available again, which adds further concern regarding the handling of the situation.Overall, the issue is not simply the cancellation, but the combination of poor communication, delays, and lack of clarity in the refund process.I would strongly advise future guests to keep all transactions within Airbnb and avoid direct payments outside the platform.
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