CASA NAUTILO - Monopoli

That rooftop terrace was a great bonus, and the host was easy to communicate with and gave us helpful recommendations. We came in May with our two kids, aged 7 and 9, and had a lot of fun. A great place in a really nice location. Thanks for a lovely week!

We spent four days here and may have had the best Italian vacation we’ve ever taken. The friendly host replied quickly and offered useful suggestions, including local restaurant tips. The house had everything we needed. It’s a charming seaside town on the Adriatic, nicely balanced in size and not overwhelmingly touristy. From Monopoli, most places in Puglia are within about 90 minutes. The home is in the old town right by the sea, with the beach, restaurants, cafes, gelaterias, and bars all less than a 10-minute walk away. Though it’s on a quiet side street, the bustle is only seconds away. The house has three narrow floors and a rooftop. It’s ideal for two people looking for a romantic stay, but I wouldn’t recommend it for more than that.

The rooftop is fantastic, with a sea view, and we spent a lot of time up there. The house is right in the center, surrounded by lovely little cafes and restaurants, and the owners are welcoming and have good local tips. The stairs are quite narrow, so I wouldn’t suggest it for families with small children. They weren’t an issue for us, though. We’ll be back for sure!

On August 14, I saw the house available on Booking.com for August 22-28, 2021. It was also listed on the CASA NAUTILO website for €4 less. I chose Booking.com for the extra protection and made a non-cancellable reservation, paying the full amount at the same time. I received confirmation from both Booking.com and the owner, MARTIN, and we exchanged friendly written messages. The next day, I was asked to cancel. I said I didn’t want to, and reminded Booking.com and Martin that I had a confirmed, non-cancellable booking paid in full. The agreement applied to both sides, so I expected them to honor it or face the 100% penalty. Martin said Booking.com had made a mistake. I pointed out that the house had also been bookable on their website. Neither Booking.com nor Martin.com offered me an alternative, which I feel common sense called for. On the 16th, I received a full refund. I complained to Booking.com. Their assistant, Natalia, promised a response within two hours on August 15th, but by August 18th I still hadn’t heard back. I’m submitting a form to ODR to seek an out-of-court settlement. I hope it teaches this host to treat guests with respect, and Booking.com to protect and assist its customers, including Genius and Superhost members.