Apartamento Albatros 131

Charlotte, who looks after the apartment, was very helpful. It’s a nice holiday apartment with everything you need.

A stunning apartment with a great view.

Everything was spotless, and the apartment itself was great with very good views. The bedroom, though, was tiny and had a strong tobacco smell.

PLEASE READ THIS BEFORE BOOKING. I strongly advise against staying here. The rental photos don't match the apartment, and the bedroom smelled so bad that we couldn't sleep properly. Be careful with the other reviews too: reception said that guests who showed them a positive review on Google or Booking.com would be entered in a draw for a free week in one of their Benidorm apartments. We got to Benidorm at about 10:15 PM and checked into the apartment we had booked through Booking.com. It was at Avenida Ametlla de Mar nº10, while reception was at Avenida del Mediterráneo 66. The bedroom reeked of alcohol and tobacco. After a few minutes, we had strong headaches and felt nauseous, so we opened the bedroom window, which faced the living room rather than the street, and the other apartment windows to air the place out. The smell stayed. We went back to reception to report it and ask for a suitable solution. We asked the staff to come and check the odor themselves, but they refused, saying they believed us and didn't need to verify it. They then looked for another apartment with the same features. Since it was almost midnight and apartments were available, this seemed like it should be easy to sort out. While they searched, my partner called a senior manager on the company phone line. At 12:45 AM, the manager told us to stay calm and be patient, and assured us they would promptly provide a solution under the same terms as our original booking. After the call, reception gave us keys to a new apartment. We went back to collect our things, and the keys were handed over at around 1:00 AM. We had loaded everything into the car when the receptionist called at 1:15 AM and changed his mind, saying he wanted to inspect the apartment. We went there with him, and once inside, we were told there would be no move after all because they could find no reason for one. We asked for a complaint form, but they refused at first, claiming the Benidorm Local Police had to be present. They eventually agreed to give it to us. The receptionist was openly disrespectful and arrogant, and the complaint process dragged on until around 2:30 AM because he didn't know the company details and kept putting up obstacles to avoid accepting the form. By 3:00 AM we were left outside the apartment with no solution from the company or Booking.com, and no refund. Since the evidence is only a smell rather than physical damage, a consumer is likely to lose a complaint like this. Please be careful.