Casa Falco Della Regina

The worst part wasn't just losing the money, but the complete lack of empathy. I'd booked three nights for about €600, with check-in on the 26th at 6 p.m. At 7 that morning, a very close family member was rushed into hospital, so I had to cancel. Booking.com told me I might have been able to get all or part of the money back if the host had been available. I explained the emergency to the agency and asked if they'd consider keeping the cost of one night, especially as the flat could be rented again. They wouldn't make any allowance for what had happened and insisted on the full €432 cancellation charge. I later found out the apartment had been rented again that same day. I know cancellation terms matter, but with a family emergency I expected at least some understanding and flexibility. I can't recommend this agency.