Home is Here Dos Aceras

We booked a two-bedroom apartment on AirBNB for two nights, 24/06-26/06/25, and paid for all three AC units to work. Only one of the three worked, so we ended up sleeping on the floor with ants on the second night. They treated the ants like no big deal, even though someone could have an allergy. The employees didn’t seem to care or offer useful help, and when I asked for the consumer complaint forms, they were casual about that too. They said someone would come to fix the AC after the first night, but no one offered even to bring fans in the meantime. A few fans would have made a huge difference. We paid for a service, and I don’t think sleeping on the floor with just one working AC was what we paid for. I wouldn’t book with them again.

Four young girls were left stranded in Marbella after this company cancelled our apartment. They stopped replying and gave no clear reason. They first blamed us and said we had cancelled, but booking.com confirmed that we hadn’t. Then, while we were on the phone with booking.com, they officially cancelled it, saying the accommodation was closed. Before that, they had told us the cancellation happened a month earlier, even though they’d messaged just days before check-in to say they’d be there if we needed anything. They also claimed I hadn’t completed the check-in form, but I had proof that I had. Awful customer service. Do not book.

I'm still waiting for the security deposit from July. "La Recepción" had also said they wanted to deduct about €150 because the electricity costs were so high. I asked for a breakdown of those charges and never got a reply. This is about the apartment on Biedmas Street, and I'm now going to consult a lawyer.

Three months after moving out, we still hadn’t received our deposits, and our messages and emails got no reply. When I went to the office, the woman who answered looked disinterested and sarcastic, and said it would be returned soon. I’d already been waiting more than two months. The communication has been terrible throughout. They gave me only part of my refund, saying I’d used too much water, even though the plumbing had been leaking badly through the floor. After nearly two weeks waiting for an explanation, they threatened to leave us without showers for five days because they don’t maintain the apartments. I asked for the full amount back since the wasted water came from burst pipes, but they refuse to take responsibility. Other roommates had even more deducted, and some still haven’t received anything. They also charged one roommate for cleaning after we reported that he was filthy, but nobody came to clean. They rent to students and seem to ignore problems on the grounds that we're young and they can't get involved. It's a terrible mess.