Thanks to the "Genius 3 level" status of Booking, I took advantage of a discounted offer, proposed by this property and booked a Deluxe Double room for a weekend, paying it in advance, over 1 month before the date of stay.
On the day of the beginning of the stay, arrived at the reception, we did not even have time to communicate the name of the reservation, which the owner rudely told us that the room that had been assigned to us was a single room with a double bed, because for the amount we had paid we were entitled exclusively to that accommodation.
We were surprised we made the lady see the characteristics of our booking and reminded her that the listings on Booking put her the owners of the facilities (Booking can not invent anything... I have been using it for over 15 years without ever having had a problem) and that we were therefore entitled to the allocation of what was booked / paid, but the owner reiterated (in bright tones) that regardless of how much we had booked on Booking, "her management" could not go wrong, she let slip that we were not the first to whom happened to such a situation (from other reviews that I found only now, she was not joking, unfortunately others before us had undergone the same unpleasant Processing!), but that in any case she could not change our room because she had no other available.
We requested to be able to at least view the room to decide what to do, the lady asked us first for the payment of the tourist tax (!) and only then accompanied us to another anonymous structure, in an older building 50 meters away and made us access a tiny room with a bed not suitable for 2 people and with a blind bath... indignant we reiterated to the lady that it was not what we had booked and that if we had not changed room we would have been forced to contact Booking customer support, but the lady answered us even more rudely to do what we wanted, because at that point if we had not stopped for her it was even better (!).
Try to imagine having booked / paid 1 month before departure, arriving in Florence after a 400km journey to spend a carefree weekend and find yourself in such a situation... we contacted Booking assistance, the operator was stunned, obviously agreed with us and proposed to contact the structure directly in order to get explanations and find an immediate solution.
After 10 minutes of waiting, the Booking operator contacted us and apologizing, uneasy informed us that unfortunately the owner of the structure did not show any willingness to cooperate and that they had therefore found us another accommodation not far away, with similar characteristics to those of our booking, without further disbursements on our part.
We accepted the alternative accommodation, we returned the keys to the reception and got the tourist tax back, after which we arrived in the new structure we finally enjoyed our weekend.
Worthy conclusion... back home at the end of the weekend we received on Booking a message sent by the B & B Annamaria, in which we were notified that we had not returned the keys... (!!!)... to which we promptly replied indicating even the exact place where we had seen that the lady had stored them and in fact, in front of my explicit request for feedback, came message with the confirmation of the discovery of the keys by the owner.
He had not already shone out of courtesy and honesty... he could at least have avoided this last "fall of style".
I conclude by wishing the lady a change of job as soon as possible, before having to do so in the face of some legal complaint.
