We did eventually get an apartment with sheets and didn’t have to pay extra, but the way we were treated has put me off recommending this agency. I’ve never come across so much arrogance, indifference, and ignorance on a holiday. Our stay was booked from Sunday, May 25th, until May 29th. The terms said we could rent towels and sheets for €15 per person or bring our own, and I planned to bring them for the two of us. On Friday the agency said a landslide had cut off the apartments’ water supply, so we’d be moved to a hotel. The next day, though, an email thanked us for choosing them and mentioned the linen rental again. We called the property to check, and they said not to worry since we were at the hotel. They asked us to delay arriving at the agency because they had set hours. We agreed and left early the next morning. We got to Alghero at 7:00 AM, looked around for a while, then called at 9:00 AM to say we expected to arrive after 11:00 AM, as requested. Nobody answered. An hour later they called back to say we’d been moved to the apartment after all, and brought up the towels and sheets again. We had none with us because of what we’d been told earlier. At the agency, the owner was cold and snapped at us when we asked why the change hadn’t been communicated promptly. They said they’d known at 11:45 PM the night before that the water was back and we’d be returning to the apartment. I was still at home at that time and could have changed what I packed. Telling us just two hours before we arrived left us facing extra costs. They showed no concern. Reception time had passed and they were going to lunch, so they said, “If the website you booked on pays for the sheets, fine, otherwise we won’t provide them. See you at 3:30 PM.” What made me angriest was the owner’s husband saying, “Do we look like a charity house to you?” before driving away in his Audi Q8. I’m not a charity either. When a place’s late notice creates extra costs for a customer, the place should take responsibility. They repeatedly email guests telling them to report arrival times in advance, charging €20 per apartment for a late arrival and raising the surcharge to €40 if changes aren’t communicated promptly. That should apply to them too, as the people taking customers’ money and looking after their arrival. I’m now in Turin for a concert, staying in another apartment that costs the same and isn’t managed by this agency. It has towels, sheets, hand soap, floor soap, and paper towels, all things the agency’s apartment lacked. I hope they improve, but they won’t get another cent from me. I won’t recommend them to anyone.
