Anna G.
The apartment was in such poor shape that, with our children, we couldn't stay and had to find a hotel in the middle of the night. We arrived late in Vilnius with three kids aged 2, 10, and 13. I had instructions for getting the key, but hoped the landlord would hand it over in person. That wasn't possible. The children's beds hadn't been made. The linen was in the wardrobe, but none of it was freshly set up. There was hair all over the bathroom, the heater was on full power with wet towels hanging on it, and it started to smell as if something were burning. When we opened the sofa to make a bed, we found a huge yellow stain on its cover. Before leaving, I contacted the landlord about these problems and asked him to deal with them. He didn't reply or take any action, which was extremely inappropriate. I still haven't received the money back for the room I booked but never moved into. These things should have been fixed beforehand, and you've had a week to process my refund. I'll inform Booking.com about the apartment's condition and how you treat their customers. A few photos might help other people avoid ending up in the same situation. Booking.com, please enforce stricter guidelines and checks. This should never happen.
