Visage Appart

I stayed for two months, and the room was in very good condition overall. The cleaning service was good, and the office staff were cooperative and quick to reply by email whenever I had a question. The apartment is in a really nice, quiet area. Both S Südkreuz and S Julius-Leber-Brücke are within walking distance, and there’s a bus stop just a minute away on foot. I’d definitely recommend this place.

The host replied quickly and was keen to help, and the room was clean and attractive, with a nice bathroom. It’s in a quiet area, less than a ten-minute walk from the train station. A couple of things were annoying, though. The bathroom light and fan run off a sensor, and when I turned on a heater, they switched on and off randomly through the night. I realized the next day that the heater was causing it, and the bathroom has to be cold for the sensor to work properly. The internet was also pretty slow most of the time. Apart from that, it was a pleasant stay.

We’d booked several nights through Booking during the corona crisis, but couldn’t get a refund, only a voucher valid for one year. Booking’s team didn’t help much, and the Managing Director wouldn’t meet us halfway. I was seven months pregnant and the sanitary conditions were extremely bad, but we had to make the trip or lose the voucher, so we decided to go. Before that, the Managing Director had been so rude that we didn’t feel welcome and considered not going, even if it meant losing the money. Then we were told to pay an extra €80 by bank transfer, despite having paid in full on the official Booking platform a year earlier for the same dates. When we asked why, the director wrote, and I quote, that she was "tired of discussing" it with us. We were shocked and told her she shouldn’t speak to customers that way. She didn’t reply. A few days later my grandmother died, and we learned her funeral was scheduled for our departure day. The Managing Director only said she wouldn’t refund the night we’d miss and was still waiting for the extra transfer. She offered no sympathy and didn’t apologize for her earlier rudeness. We chose to leave the €260 we’d already paid rather than send another cent. She didn’t deserve it. She’s clearly in the wrong line of work, and if the rest of the service is as unprofessional and unpleasant as she is, we didn’t miss much. She may reply that she followed the terms and conditions, but that’s not the issue. The problem was her complete lack of empathy and flexibility in extraordinary circumstances, and, above all, the unacceptable way she spoke to us. Save your money and stay away.

The apartment photos only show part of the story. The mattress was bad and smelly, and the chair was broken. The manager is dishonest and deceitful, and will do anything to overcharge customers or keep money from their deposit. Stay away!