Palazzo Bellarmino

From the apartment we could look out over Piazza Grande, and there were plenty of bars and restaurants within 100 metres. The kitchen could use better equipment, and the WiFi kept cutting out.

The location is the one thing this property has going for it. We booked four apartments and not one had a working TV. The beds were extremely uncomfortable, and the pillows were so thin they were like slices of cheese. There was a coffee maker but no pods, so anyone wanting coffee first thing had to find an open café, which wasn't easy. When something went wrong, whether with the heating, water or, for us, the TVs, there was no help on site. The only way to reach someone was through WhatsApp.

I can't give a zero rating, so I'll just describe what my family and I went through. There was no real service: we couldn't speak in person or by phone to anyone responsible about the problems. The owners and managers were away, and the cleaners seemed to be on strike, judging by the state of the place. Nothing looked cleaned or sanitized. Dust was everywhere, the shutters were broken and couldn't be closed, and there were hardly any glasses, pots or cups. The coffee machine couldn't be used, and they told us to have breakfast at a bar, which I suspect was connected to them so they could make money. The beds were broken, and the mattresses were badly warped and stained, like they were several generations old. We couldn't adjust the radiator temperature from inside, and I don't even want to get into the bathroom. They took my money and offered no compensation. After hours of texting with someone at the call center, I said I should contact the health department, and then they blocked me. I couldn't get through to anyone because their phone screen was locked. They told so many lies, it was disgusting. I hope they have to close before the end of this year. This is what people call a scam, and I'm not the only one saying so. Have a good life.

The location is the only thing I can praise: just a few minutes from Parcheggio Fortezza and Piazza Grande. The old palace has some charm, but it's very neglected. As soon as we entered the apartment, there was a stale smell, mold, dust, or all of it. The kitchen floor was covered in water, perhaps because they'd switched on the fridge for our arrival. There were thick layers of dust on the floor, uncovered electrical outlets, greasy pots, and dirty dishes and glasses. A note in the kitchen asks guests to leave the dishes clean, but you'll still have to check whether they're actually clean before renting the apartment.