Casa Viviana - Bari Policlinico

There were nine of us, and this was unfortunately one of the worst accommodation experiences we've had. We had arranged to check in at 3 PM and told them the day before, but the apartment wasn't ready. We waited 40-45 minutes in the stairwell before we could get in, and nobody had told us cleaning would still be happening. Inside, there was mold in the shower and dust and mold in the kitchen air conditioning unit. One person in our group has a dust allergy and started coughing as soon as the AC was switched on. That's a serious health concern. With four bedrooms, we expected enough basics for a large group, but there were only 2 glasses, 2 mugs, and 3 teaspoons, so we had to buy cups and cutlery. Later the apartment door jammed and kept us out for almost an hour. A young man tried to open it and left without success. A helpful woman from the building arranged a locksmith, and we waited around 20 minutes with no information before I contacted reception myself. Reception's first response was just 😐. In total, we lost around 2 hours of our holiday waiting in the stairwell. We reported the mold, dirty AC, missing equipment, and door problem. Our WhatsApp messages were read but never answered, including our request for compensation. We still haven't received a response. If the AC was moldy and hadn't been cleaned, guests should have been warned not to use it, instead of it being presented as a normal feature. I work in the hotel industry and understand problems can come up. What matters is how they're handled, and the communication, accountability, and concern for guest safety were far below what guests should expect. We reported the mold and hygiene concerns to Booking.com so future guests can make an informed decision. Update after the owner's reply: their response simply isn't true. We told them the day before that we'd arrive at 3 PM, but nobody said cleaning would still be taking place. The locksmith was arranged by the woman from the building, not reception. Our messages about the mold, hygiene, and compensation were read and ignored. The problem wasn't that issues occurred, it was how they were handled.