Studio Apartment - Tower Petrin

I was expecting the two-bedroom apartment shown in the listing, but was given a one-bedroom unit with an extra bed beside the kitchen. It felt uncomfortable and wasn't what I had paid for. Agoda later acknowledged its listing information was wrong. The owner said their correct floor plan was only on Booking.com, and that my reservation showed a one-bedroom with a balcony. Since it was high season and everything was booked, the property said they couldn't do anything. Agoda's response made this even more frustrating. Six or seven different customer service agents emailed me about the same case, each time without a real fix. The conversation kept starting over, and no one resolved the complaint. I never got the room type I booked or a proper solution. The process was chaotic, and I hope Agoda corrects its listing and improves support so this doesn't happen to other guests.

There were eight of us, with four double beds. The apartment was spacious and very clean, with fresh towels and good heating. It was close to everything, and I'd definitely recommend it.

We arrived on December 8th, and I sent photos of the cleanliness and condition problems to WhatsApp on December 9th, after Kate at the property asked me to. Nothing was done. We were also repeatedly pressed to pay again even though the stay had been paid in full. I refused, and the messages and screenshots show what happened. Calling it “simply resolved” is misleading. Our apartment was in the basement on floor -2, with no warning when we booked. It was cold and had very little natural light, despite the listing describing it as “bright, with wooden floors.” This was a mismatch with the listing, not just a matter of personal floor preference. The room was dirty and had many visible defects, and didn't match the photos or advertised standard. Check-in took almost an hour because of a supposed “problem.” I had to explain that rooms and payments should be checked 24-48 hours before arrival to avoid this kind of issue. I have worked in hospitality myself, and it was clear this hadn't been done. The repeated payment requests caused unnecessary stress despite the proof I sent. I asked for a commercial gesture, but got no reply by WhatsApp or email. I was told all issues were handled only through WhatsApp when I asked to speak to someone or go somewhere in person, though the property does have a physical reception. That was inconsistent. At reception, the woman first said she was Kate, then said several people use that name to sign messages. The lack of transparency was unacceptable. There was no professionalism, responsiveness, or transparency, even with written evidence. The continued refusal to acknowledge what happened only made that impression worse. The room conditions and disorganization showed no respect for guests. A very disappointing experience, and I strongly don't recommend this property. Future travelers, avoid it.

The apartment was quiet and peaceful, yet the city centre was only a short walk or tram ride away. The information in the rooms made things easier, and everything worked as it should. It was spacious, spotless, modern, and had a warm, welcoming feel. We had all the essentials: double-glazed windows, air conditioning, heating, and a fully fitted kitchen with a washing machine, dishwasher, oven, fridge-freezer, and microwave. There was loads of closet space and enough hangers for our clothes. We were very happy here and will definitely return. Highly recommended!