Loft 17 Arena

We'd prepaid for the whole stay, but when we couldn't arrive at the very specific check-in day and time in their rigid terms, they refused to accommodate us and kept all the money. There was no effort to be flexible or work with us. We were traveling as a young family with two children and were left stranded without understanding or empathy. I'm extremely disappointed. It felt like money mattered more than customer satisfaction, and the experience was completely unacceptable. I would never recommend this place.

As a young family with two children, we ended up stranded when we couldn't make the exact date and time required for check-in. We'd already paid for the full stay, but they wouldn't help and kept the money, showing no flexibility or understanding. I'm thoroughly disappointed. There was no empathy or attempt to resolve things, and it felt as if profit came before customer satisfaction. An unacceptable experience, and I wouldn't recommend this accommodation.

We had traveled internationally to Milan and then driven from Malpensa to Verona, where heavy traffic slowed us down. At 18:00 we called to say we'd likely arrive around 19:10. They insisted we had to be there before 19:00, so we rushed and reached the house at 18:58. We messaged to say we were nearly there, and they replied that we hadn't arrived yet but would "come soon." Because it was raining, we waited by the roadside and messaged them about it first. At 19:04 they told us the property had closed since it was past 19:00. We got to the door at 19:08, but they wouldn't open it or answer us. They left us outside and marked us as no-shows. We had to contact Booking.com for help and arrange a refund. I have all the WhatsApp conversation screenshots and will keep them as a reminder of this unprofessional host. Their check-in window is 14:00 to 19:00, but they don't say that even arriving a minute late means losing the reservation and being unable to stay in the apartment. Strict check-in hours are common, but many places offer self-check-in, free or paid. International travel can easily be delayed, and I found their response unacceptable and completely unprofessional. I've traveled the world for many years and never been treated so poorly. The worst host ever. Beware. I'd give a minus rating if I could.

What a bad experience, it ruined our vacation. My husband and I had to find somewhere else and pay twice for the stay, after the landlady took payment in advance and then, with one excuse after another, wouldn't give us the house keys. She didn't return any of our money. This feels improper and borderline illegal, and we should report it to the tax authorities.