Clara N.
The elevator had failed before at this LimeHome, but I’d assumed it was a one-time problem. When I arrived this time, my flat was on the fourth floor and I had boxes for a week of work events in Madrid, along with my luggage. Carrying everything up and down wasn’t workable, so I asked LimeHome to cancel and refund me so I could find somewhere else. They wouldn’t say when the lift might be fixed or help get my things upstairs. They also refused a refund under their no-refunds policy, and the staff made themselves out to be the victims. After I escalated the booking with Hotels.com, they refunded me and offered compensation. LimeHome then told Hotels.com they’d offered a solution, a 10% discount for each night the elevator was out of service. That felt manipulative. I had to book another place at greater cost because Madrid had very few rooms available. I’m sure LimeHome could still rent the flat that night to someone who didn’t mind the fourth floor. I won’t stay with them again. For flats in Madrid, I’d point people to SlowSuites. Their service has been much, much better over the years.
