Andrés M.
Our stay at Casa Sacauva this summer was regrettable, and I blame Luderna. This was our third summer in a row at the house. We saw the cleaning and general condition get worse each year, and reported it promptly when leaving, but Luderna did nothing to improve things. We had also reported mice last year. A year later they were back: we had to clean droppings off the stairs every day and watched them move around freely looking for food in the kitchen. That created hygiene problems and health risks. We intend to report this to the relevant authorities and hope they take action. There were many cleanliness problems, but the worst were mouse droppings, long human hairs on the pillows, and bathroom silicone with mold and an orange dirt stain. Instead of apologizing or accepting responsibility, the people at Luderna blamed us for damage that we noticed as soon as we arrived home and reported within the required timeframe, with photos. They never gave any reason to support the accusation. We formally complained to Luderna to defend our rights, but before the complaint was formally resolved, they improperly charged more than 390 euros to our card. We consider that clear fraud and will report it too. When we went to their offices to complain, we asked to speak with Luderna's management and were told they weren't there. We later learned the CEO was in the next office and wouldn't face us or explain what we felt was an unfair decision. I hope our complaint and report to the authorities succeed and that action is taken over what we see as proven malpractice. I also hope this helps future customers understand which company they're renting their holiday through, and the real condition of the Sacauva house in Garós.
