Review Time
My experience with the accommodation and the management of the situation was very disappointing. 1. Before my arrival, I had to pay the city tax upfront to receive access information. I complied immediately and requested an invoice, but the property never responded, neither by phone nor email. 2. Upon arrival, I still had not received the access code. The host was unreachable, forcing me to contact customer service directly to obtain the code myself. 3. Once I entered the property, I found that the shower was completely non-functional. I tried to reach the host multiple times through calls, voicemails, and emails, but received no response. Customer service also struggled to contact them despite several attempts. I ended up speaking to at least five different representatives without any resolution. 4. Due to the circumstances, I had no choice but to shorten my stay — it’s impossible to remain in a place without a working shower. Initially, customer service assured me they would request a refund, but 15 days later, they informed me: “We reached out to the hotel multiple times to request a refund for unused dates, but unfortunately, they declined, citing their policy. We escalated your case to the hotel manager internally.” They only offered a compensation of 10 EUR, which doesn’t even cover the city tax I paid in advance. The most alarming part? The property is still available for booking through the service, despite being unresponsive and having unresolved issues, including the non-functional shower. Overall, this experience was unacceptable at every level, from the host's lack of communication to the service's failure to ensure minimum quality or to follow through on their proposed solutions.
I made a booking through the platform, which was then canceled without any prior notice. I had to rebook at a higher price. I was informed that I cannot be refunded for the original booking until they receive a refund from the hotel that canceled it. Essentially, I ended up paying twice and was told that the refund process would take over 30 days. I recommend avoiding this service.
Overall, this app is quite good. However, when adding hotels for your stay, it doesn’t automatically adjust the search area to your destination, which caused some confusion as I was unfamiliar with the area. Eventually, I figured it out and adjusted my search. I do appreciate the ability to add steps to the journey, especially for including trains from airports.
The platform charged the corporate credit card, but the hotel booking does not exist. While this can happen, I had to spend over 40 minutes with customer service (an international call), and they still couldn't clarify what went wrong. It seems a middleman was supposed to handle the booking. The only solution offered was to rebook directly with the hotel!
I spent three hours in chat last night and was unable to book the hotel I wanted, losing my flight in the process. The agent was kind but gave contradictory advice, which ultimately led to losing my needed flight and hotel.
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