Numa Seville Alegre

I was disappointed and frustrated, and by now I'm angry about how much time this stay took up. We booked and paid Numa Seville Alegre in full through Booking.com, then checked in through the Numa link before our arrival date. The accommodation itself was clean and good value, in a beautiful city and a great location. The rooftop terrace had nice views, the on-site lockers were useful, and the only staff we met, the cleaners, were friendly and helpful. But for a short city break, dealing with the company took far too much time, on check-in day, during the stay, and afterwards. On our check-in morning, Numa emailed to say our booked room wasn't available, without explaining why. They offered a less superior room in the same building with a 25% refund, or a full cancellation and refund. Since we were travelling to Seville that day, finding suitable accommodation at such short notice would have been stressful, so we took the alternative. When we arrived, the PIN didn't work. It took two replacement codes before the third worked, leaving us waiting outside for almost an hour. The room's living area was dark and didn't match the website photos. I can't say whether the room we originally booked was better, because I never saw it. The bedside lights only worked intermittently. I reported that on WhatsApp and was told it would be sorted, but nobody came and we heard nothing more. I also asked about a free late checkout. Two real assistants said the Responsible Team would reply, but nobody did, so we left at the standard requested time of 11.am. The refund process was another frustration. I was told the 25% refund would arrive 4-7 days after checkout, then, when I followed up, that it could take up to 10 days. A Numa assistant eventually sent an invoice showing the 140.17 euro refund had been made to Booking.com after checkout, so I had to chase Booking.com to process it through our original payment system. Their customer service said the case had been escalated and an update was coming soon. We're now more than a month past checkout, and multiple emails to Booking.com have gone unanswered. Clearly Booking.com do not care! With no on-site reception or single person to sort things out, getting help was problematic. Communicating with virtual assistants was frustrating. WhatsApp often promised a real assistant in 5-10 mins, but that didn't happen in the suggested time and I sometimes gave up after waiting up to 2hours.