Face

I almost never give one star, but I can't recommend Face Aparthotel after dealing with the caretaker. We didn't have heat, so we called on Christmas Day to report it. I'm not talking about the front desk staff, who we never interacted with. The caretaker scolded us for bothering her while she was with her family and said we were inconsiderate to call with complaints on Christmas. We pointed out that she had taken our money for a Christmas stay, and that heat is a basic amenity, not a frivolous complaint. Each time we called, we were told not to worry, the heat would come on after a little while. This went on for hours, but it never did. Eventually the woman stopped answering and turned off her phone, so we had to contact booking.com. They helped us and arranged a partial refund. Only after booking.com got involved did the woman start communicating again. She came to inspect the apartment with her electrician boyfriend. They told us that since it was warmer inside than outside, we should be fine, even though there was ice and snow outside. We were shivering under the blankets, with cold faces and noses, like we were camping. Apparently, as long as the apartment was above 0˚C and the water wasn't frozen, that was meant to be acceptable. She also offered us a neighboring apartment that was just as cold and smelled of cigarette smoke. Not helpful at all. After that experience, we'd never stay at Face Aparthotel again.