Residencias Viterbo

We still haven't received our refund, and it was a terrible experience. First nobody answered the phone. Then a woman picked up, kept hanging up, and said she'd got the wrong number. I asked for Residencias Viterbo's number, and she gave it to us. We called, and a man confirmed it was Residencias Viterbo, but said they were fully booked, even though we'd reserved through Booking.com. He then asked us to wait a few minutes. Eventually they called it fraud, claiming an employee had stolen photos and posted them on Booking.com. But if that was true, why did the same woman give us the number? It felt like an excuse for overbooking the dates. Incompetent people.

The houses were large, but the stairs felt really dangerous for children, and the door handles were falling off. I also couldn't understand why there wasn't a TV in the living room. When we asked what our house would be like, they sent photos that made us think we'd get a place like the pictures. At the last minute, though, they sent us somewhere that looked nothing like them.

The room was spacious, and we managed to spend the night, but the mattresses were old, with wires poking through, and there were bedbugs too. Service at the property was good, though the cleaning was poor. I wouldn't recommend it even for one night!

I arrived to find that someone was already staying in the accommodation I'd been assigned. The host couldn't sort anything out and only offered a refund. They gave me no alternative place or other solution. Really unprofessional, and an awful experience.