Italianway - Colletta 70 Flat

Our three-night booking in Milano turned into a mess over the price. The site showed 253.60 euros, but Booking took 217.60 euros from our account. When we asked about the difference, Booking said it was an error, quoted around 90 euros per night rather than 60, and asked whether we still wanted the flat. We agreed to stay, but understood the extra amount would be only 50 euros and would be paid on arrival. The website also said taxes were included. Two of us reached the apartment between 7 and 8 pm. The man there demanded another 90 euros for rent and taxes, making the total more than 120 euros extra. We tried to explain the mismatch, and he called the owner. She said we’d have to leave if we wouldn’t pay the higher amount. A few minutes later she changed her mind and said we could check in late if we contacted Booking, since the payment problem was their fault. That late check-in would cost another 30 euros, even though we were there before 8 pm. We were left outside in the cold with big suitcases. We wanted either a refund or to stay and pay more because we felt we had no choice. The owner refused to refund us, then said it was too late for us to return to the flat, even though we had been there. Booking later tried to reach her while we asked to get inside and pay the extra, but she refused us entry and cancelled the reservation. We lost 150 euros and had to find another place in Milano. We ended up looking for a hostel at night and paid a lot again for somewhere to sleep. We had no money left for the flat, and never even slept there. Nobody helped us. The owner was irresponsible and impolite. This was the first time anything like this had happened to me, and it was the worst day ever. It ruined our plan to enjoy Milano before Christmas, and because of your mistake we had no time to see anything. This is the first and last time here. Given all the trouble, we expect a refund and a full explanation. If this isn’t handled promptly, I’ll have to take further legal measures. I look forward to your email.

The place feels cozy inside.