Smartflats Design - Theatre

We had plenty of room for five, with large rooms, huge windows, fresh linens and a spotless apartment right in the center. I was a bit unsure about booking at first, but it turned out great, and everything was walkable. Nights were a little noisy, though that wasn't the property's fault. My only real complaint is the shower heater runs out after about five minutes.

I cancelled the day after booking and received confirmation that my reservation fee would be refunded within 30 days. I still haven't received it, even though it's now 24 May 2022. I'd booked accommodation with SmartFlats in Ghent through Booking.com on 5 April 2022, choosing the option for a full refund if cancelled at least three days before the stay. The provider requested my card details that same day, and 253.25 EUR was taken from my bank account. I cancelled on 6 April 2022.

The apartment itself was quite nice, with good appliances and a prime location. The experience was spoiled by the customer service. Near check-in, we still had no instructions, even though we knew we needed an entry code. We called for over an hour and only got ringing, then tried WhatsApp with no reply. Booking.com's customer service eventually helped us get in. We also asked to check out an hour later. After two calls, nobody could say whether that was possible and kept passing us between services. In the end I was told to email, but we never got a response. That lack of care and communication felt disrespectful. I wouldn't recommend this, especially for anyone traveling with small children.

Spacious, clean apartments in a great spot, with good equipment. Good value too.