Residenza Fiori Oscuri

Hello, My friends and I booked and paid for an apartment in Milan on January 28 for 20.04/21.04. But the apartment we were given was completely different from the one in the booking photos. The person we spoke with on WhatsApp said those apartments weren't available, even though we had booked in advance, in January. We weren't told ahead of time, sent photos of the available apartments, or given a choice. We were just informed after the fact. The booking photos showed a clean, tidy room, with beautiful gold lamps, lovely wall colors, gray in the living room and blue-green in the bedroom, snow-white beds, and shiny floors. Instead, we got a dirty apartment with scratches and spots on the walls, a shabby, dirty floor, and a disgusting cat litter smell. There were no gold lamps, colored walls, or snow-white beds. On WhatsApp, they told us no cleaners or other rooms were available. There was no kettle, the Wi-Fi didn't work, and the bathroom had a single dim lamp that didn't light the washbasin and mirror above it. It looks like a scam. I'm absolutely sure this apartment is cheaper than the one we booked. We're disappointed and want compensation for the wasted time, nerves, and money, not just an apology.

The apartment was disappointing. The kitchen wasn't well equipped, there was no iron, the washing machine was broken, and the bathroom was very small and dated. The air conditioner worked well near the entrance but didn't really cool the whole apartment, so sleeping in the hot, humid room was difficult. The Wi-Fi said “no internet connection” the whole time. When I asked for help with that and the washing machine, support was very unhelpful and eventually stopped responding altogether. The check-in process began the day before, when I had to submit various ID documents and pay the city tax before my holiday had even started. I think it would've been better to do that on the day with a simpler process. On arrival, it wasn't clear which room was ours. We took the wrong staircase, and staff were patronising when trying to help. They even said they'd opened the door and sorted things out while we were still stuck in the wrong area.

The photos on Booking didn't match the room we got. When I called the host around 3-4pm after check-in, she said she'd look into it. After dinner, I called again and she told me the room we'd booked wasn't available. She was rude on the phone and hung up, so we decided to leave and find somewhere else to stay. Luckily, we later received a full refund from booking. Think twice before booking a room here.

We only stayed one night. The next morning, when we went to shower, no water was coming through the pipe at all. We contacted the manager to explain, and she immediately said she'd send someone. But it was late and we had to leave, so we told her we weren't going to wait for a shower. I said this shouldn't have happened if the room had been checked properly before check-in, and asked what she thought. She replied as if she couldn't have known because we hadn't told her. But I had just told her when I tried to use the shower that morning. They should have checked the room and made sure everything worked before we arrived. I didn't know that as a guest renting a room, I'm supposed to check all the equipment as soon as I check in. Thanks for responding, but the main problem is your attitude and how you handled the complaint. I'm still waiting for an apology.