Groundfloor Apartment In Puerto Banus

I’m not usually one to leave a review, but the whole experience has left me outraged. We booked three rooms: one for six adults and another for four, in addition to the room we were first shown, which slept four. That first room seemed sufficient at a glance. The owner hurried off, saying he’d text me the numbers for the other rooms and they’d be ready in a few hours. I should have realised something was wrong from how quickly he left. When we went to check later, the rooms we’d booked and paid for weren’t what we had been given, and there weren’t enough beds for our whole group. I called and messaged the owner several times, but he didn’t answer and avoided all contact for the rest of our stay. A maintenance colleague kindly helped by squeezing extra beds into an apartment so everyone had somewhere to sleep. I’ve tried contacting the owner since we returned, still with no response. I’m now in touch with booking.com. I’d avoid this place entirely. I was sceptical after reading some reviews beforehand, and now I can confirm they’ll take your money and run.

Nothing like the pictures, and the quality of everything was awful. The walls and shower had mold, the beds smelled of cigarettes, and the place was extremely dirty and unsanitary. The bed was broken, so we couldn’t even sleep there and just wanted to get away. It felt like a dirty train station. It’s a scam and the worst experience ever!

The windows weren’t secure, bare electrical wires were hanging out, and the toilets didn’t work when we arrived. They said we could leave without paying because there were no other rooms, but then charged us the full week’s room cost and 240 euros for parking we never used. The photos on booking.com look nothing like the place. I’d advise anyone against staying here.

I’ve worked in hospitality for 20 years, and I can’t understand how this way of operating is possible. This has been my worst booking experience. I don’t recommend it at all, and even one star feels too generous. I booked about three months ahead and tried several times to ask questions before the trip. Their number was meant to work on WhatsApp, but none of my messages or calls got a reply. I also emailed, with no response. When I arrived at the agreed time, nobody was there to meet me, and they didn’t answer the phone. I contacted the third party I’d booked through. They got an answer when they called, but the call was dropped and the phone was then switched off. The third party cancelled my booking free of charge, but I still haven’t received a refund. They can’t reach the property either.