Palermo Hollywood House

The owner overbooks the property and didn’t honor our confirmed, prepaid room type. After we checked into the room we had paid for, we were told to leave because another family was arriving for the same three-bedroom flat. The owner even let that family walk in while ours was still there, then closed off half the unit to split it between us. We didn’t get what we paid for, and the customer service was poor. Our safety was also put at risk. The owner said she had cancelled the reservation with Expedia, but that never happened. The OTA had been trying to reach her for days without success. The photos on major OTA and Meta sites look heavily staged, perhaps even Photoshopped. To be fair, it’s an old house with eclectic design and lots of local art, but it’s tired and needs upgrades. We’re a well-traveled family with plenty of experience in hotels and other accommodations, and we’ve never had such a fiasco.