Riva Apartment With Balcony

We were in Ortigia for this stay, and it ruined the experience. The Wi-Fi didn’t work, and the apartment was filthy. When we arrived at 5:00 PM, a young woman showed us around and asked for a €100 deposit, even though it wasn’t due yet. She said it would be refunded at checkout. After she left, we found feces on the toilet, which clearly hadn’t been cleaned, then checked the rest of the room and found hair on the towels and sheets. We started messaging the property at 5:30 PM. They didn’t reply for an hour, then said they’d contact customer service the next day. We kept calling different numbers, asking for an immediate thorough cleaning or a different apartment, but got no response. We’d booked through American Express, so after two hours without help we called them. They kindly connected us with the check-in woman, who said an apartment change wasn’t possible and cleaning would have to wait until the following day. The only thing they could offer was clean linens. We also insisted that the bathroom be cleaned. The woman came, saw the state of it, and started cleaning herself. A colleague brought fresh linens and bathroom detergent, but they had no proper bathroom cleaner and used glass cleaner instead. She promised to bring toilet paper and kitchen paper the next day, since we’d only been left one roll, but neither arrived. The supposedly clean shower towel had more hair on it when we opened it. We were tired, so the next day we wrote to the woman and asked if she could bring a clean shower towel when she came with the promised toilet paper. She said she’d tell the office, but we received neither item. It’s absurd to rent a place in that condition, and to have to go through American Express just to reach the property. I’ve never seen anything so dirty.