Crispi Luxury Apartments - My Extra Home

The condition of Crispi Luxury Apartment #10 was upsetting from the first day of our stay, July 7th-10th, 2018. My family was me, my husband, our twin girls aged 3, and my mother. The apartment looked comfortable, clean, and pleasant in the pictures, but inside it was dusty and dirty. Our feet turned black from walking on the floor. We were coughing and sneezing in the dusty air, and later found dust on the TV counter, fan, air conditioning shutters, bed stands, sofas, and pillows. Even the old kettle was dirty, with thick residue inside the opening of its spout. We complained soon after arriving, but got an automatic reply from property manager Sylvia Ludica saying she was on leave. The shower temperature kept changing, so we had to watch it constantly, especially when bathing our young children. My mother is allergic to dust and began coughing a lot. By the second day, her throat had swollen so much that she had trouble swallowing food and water. She developed severe bronchitis and inflammation in her respiratory area and lost her voice. The children coughed repeatedly in their sleep, and my husband also said his throat felt swollen on the second night. We felt the apartment had been poorly managed and that basic hygiene had been neglected. Getting meaningful help from My Extra Home’s property management team, including Silvia, was almost impossible, and the back-office call takers, including Albana, were rude and unprofessional. Silvia was away twice in one week. When we called the back office, they kept saying they couldn’t do anything until they spoke with Sylvia. It was completely inefficient. On the third day, Sylvia replied after we sent photos, a summary of my mother’s respiratory problems, and a recording of her hoarse voice and cough. She still said this was their best property, that cleaners had prepared it before check-in, and that the owner had inspected it. She said they trusted the cleaners, who had worked with them for years, and that they managed more than 150 properties across Italy. There was no empathy. Silvia said they would offer 70 Euro in compensation, and that a full refund depended on medical records and supporting documents. We sent everything, including medical receipts, a doctor’s letter or certificate, extra prescriptions, and a second course of antibiotics. Then there was silence. After many follow-up emails and calls, she sent a message through the back office, though she could have emailed me directly, saying they would only offer Euro 70. Our bill was Euro 1041. That didn’t even cover my mother’s medical bills, let alone the effects she is still suffering from. We hoped My Extra Home and the owner would address this fairly, both out of empathy for what happened and in keeping with the professional boutique travel, aparthotel, and concierge service they claim to offer. Accommodation in a dangerously unhygienic state should be completely unacceptable. We wanted My Extra Home to stand up for us, reconsider how it treats paying guests, and help find a fair solution. I hope many people read this, especially the owner, Cesare Fallatti di Villafalletto, and his management of Gextral SRL. They need to improve the service, staff attitude, responsiveness, and efficiency.

The location was good, but I’d never return at any price. It was the worst place we’ve ever stayed, and the filth put us off going out to visit places. I regret not taking photos. We rented an apartment in Crispi listed on Airbnb with Massimo as the host, called "Apartment with Spanish Steps." It was filthy, musty, and smelled bad. The bedding stank, the bed was scratched, and the kitchen and mirrors were dirty. The bathroom was terribly neglected, with bugs coming out of the bathtub. It was obvious no one had properly cleaned it with a cloth and detergent. I was terrified we’d catch something.

The place was clean, well cared for, and very well located.

Very clean.