We chose this property trusting the photographs, the description of the services, and the reviews present in the listing, but unfortunately, the experience was very different from what was represented.
We stayed for 7 days with 3 people and encountered several critical issues, which we reported during the stay without seeing any concrete solutions adopted.
Breakfast was one of the most disappointing aspects: even though the "buffet" format was not specified in the listing, the photographs showed a much richer offering, with croissants, tarts, and other products, and several reviews spoke of a hearty breakfast every morning. In reality, there was only a designated space, often devoid of food and drinks and not regularly restocked. Only on two occasions were croissants brought, generally after 9:30/10:00 AM. Even on the day of departure, the station was lacking the expected products.
After our report, it was explained to us that the croissants would be brought every morning, but that the staff member's schedule was after our departures. The problem, however, was not just the schedule, but the fact that there was no breakfast service actually usable by guests.
The common areas were not adequately maintained: the coffee machine and the kettle showed signs of neglect and needed more cleaning. Furthermore, the terrace indicated as the breakfast area was also used to hang the property's laundry, and there was a basket of dirty laundry near the spaces intended for guests.
The cleanliness of the room was also insufficient: in seven days, the room was tidied up only once. We were informed that cleaning would only be carried out in our presence, since the cleaning lady did not have the room keys. Only later was it explained to us that she could have entered independently but that she preferred not to for privacy reasons. This procedure had never been communicated to us and prevented regular tidying up. Upon arrival, shampoo was also missing, despite it being indicated among the available services; only body wash was provided after our request.
During the stay, every problem was reported via WhatsApp, the only channel used by the manager, without ever using the Airbnb chat. This prevented the platform's support service from directly viewing the communications. We also believe that the fact that issues can only be reported within 72 hours of check-in provides little protection, considering that during a one-week stay, some problems may emerge even later.
Guest identification was never carried out. After our refusal to send the documents via WhatsApp, it was proposed that we have them photographed by the cleaning lady. We considered this method inadequate and disrespectful of our privacy, as these are personal documents and the person did not identify herself as being in charge of the procedure.
Even the requested tourist tax did not correspond to what was indicated in the listing: an amount of 1 euro per person per night was stated, while initially we were asked for a total of 54 euros for three people and seven nights. The exemption subsequently proposed was appreciated, but it does not change the critical issues encountered.
We understand that organizational difficulties or staff absences may occur, but such limitations should have been communicated before booking. The main problem was the distance between what was presented in the listing and what was actually offered during the stay.
