Bristol Exclusive by Wonderful Italy

The apartment was filthy, unfortunately, and I can’t understand how it got a 5-star rating. There were children’s handprints on all the windows, hair and dirt on the floor and carpet, stains on the bathroom shelf, a badly calcified shower head, and very dirty grout with yellow and black marks. The toilet and flush were marked with black stains too, and there was hair and lint on the bed and couch. You’re not allowed to hang anything outside, and the dryer provided was covered in dust and hair. The air conditioning was broken, and apparently a technician couldn’t come for two more days, which was miserable with the indoor temperature at 27 degrees Celsius. The pool was filthy, and the front door to the pool was broken. NEVER AGAIN! We contacted “Wonderful Italy” customer service, but they showed no interest and were rude. The employee wouldn’t even tell us her name. After three hours of frustration and phone calls, we left without compensation or a refund. WARNING! The attached photos show just a few examples of this horrific apartment.

Hair and dirt were scattered all over the apartment, the air conditioning was broken, the pool was dirty, and the front door was broken too. We hadn’t been given the code to open it, and even then it was broken. Check-in was complicated, and customer service from “Wonderful Italy” was unfriendly. I don’t know if the 5-star reviews are fake or if I was just incredibly unlucky. Either way, the place should be inspected before guests arrive. It’s embarrassing. This was no relaxing holiday: I spent an hour cleaning when we got there, then two hours on the phone with customer service and got no useful help. We left after three hours, but they still wanted to charge us for all three nights. We even offered to pay for one night without staying at all, and they refused. Anyone looking for a relaxing holiday should find somewhere else.

The apartment was nice, and the instructions for finding it and the garage parking space were clearly laid out in the manual we got with the key. But first we had to collect the key 5 km away, and they charged an extra €30 for supposed disinfection. The bed linen had bloodstains. Even after washing it, it still... The floor was dirty enough that after a few barefoot steps our feet were black. The shower cubicle had hair and other debris in it, and the towel warmer was dusty. It clearly hadn’t been disinfected, and it hadn’t even been mopped. We documented everything in photos. After we complained by email, a cleaner came the next day, changed the bedding, and did nothing else. The agency showed no understanding or willingness to compromise when we followed up. Charging extra for disinfection and not carrying it out feels like a rip-off, just lining their own pockets. The photos from before and after the cleaner’s visit show no difference. The Wi-Fi signal was good, but there was no internet access, so it was unusable. The air conditioning ran constantly even when all functions were set to “OFF,” and it was very loud when we were trying to sleep.

A bright, beautiful residence with up-to-date technology. The beach is right across the street. Open the windows and you can smell the lake, and see it from inside the apartment.