Appartement spacieux à côté de la Plaza de Merced | REMS

Excellent séjour et très bon accueil Positive: Très bien situé et au calme Negative: Rien

Worst customer service I ever experienced and possible review fraud Negative: I travel multiple times a year, mostly through booking.com and I have NEVER experienced anything like this stay and the following customer service. The whole ordeal started with an ant infestation in the apartment that wasn’t handled and because of that we agreed on a compensation. When I got home they called me to talk about the compensation process and explained to me over the phone that I would get my compensation in two rates: one now and one after writing a good review. I was then told, that if I didn’t make a review or made a bad review, then I wouldn’t get the rest of the compensation. I agreed, but afterwards I realised what they just told me and I then confronted them in the chat and all of a sudden they told me that there had been a misunderstanding because that is not something they do and I would get my full compensation without writing a review. It’s been almost two months now trying to get them to confirm when the payment would be made and having booking.com taking over the case multiple times - and I only just got the first half of my compensation. The rest of my compensation won’t be transferred until the end of January and they refuse to explain to me (or booking.com) why it’s being transferred in two parts over writing. They will only explain it over the phone to avoid misunderstandings (even though the last misunderstanding happened over the phone). Whenever I tell them I want to do all communication on text, they say they will get back to me, which they don’t or won’t give a clear answer and then it starts all over again. They also lied to me about when they transferred the first half (and that they would not transfer all the money at once) to me and I found out because they sent me the transfer receipt that didn’t match what they told me. They will most likely say this is also a misunderstanding and then I hope they will follow up with a written explanation of why they didn’t just send me the compensation in one transfer right after my stay.

Positive: Great location, so central. No noise at night. Very clean & so we'll equipped. Negative: No microwave

Positive: The location but it was hard to reach as it is in a mountain Negative: Not clean. There was a hair in the beds from previous guests. Which means that they are not changing the sheets. And even when we ask them to change sheets, they didn’t do it. Also the maintenance came during our day to fix the window shutter. And there was ants everywhere during my stay. Basically the apartment was not ready.

Top! Positive: de uitstekende bedden. ik heb keigoed geslapen op de goede matrassen. Negative: het water van de douche was niet altijd even warm. Het ging soms van ijskoud naar snikheet.