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.
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