From a partner site
2/10 Terrible
Elizabeth T.
3 Mar 2026
Hi! Sending a follow up message per Arthurs request. I expierenced many issues during my the length
Hi! Sending a follow up message per Arthurs request. I expierenced many issues during my the length of my stay. Upon check in the apartment was dirty. The bed was covered in long black hair ontop of the sheets and in the sheets. The shower was also covered in mold and old shower used items were left in the shower. I contacted the main number that when to a support line in Spain. They wouldnt a ticket and said they would get back to me that evening. No one got back to me. I sent pictures and videos of the bed asking when someone was going to come clean the apartment. I never heard anything back until the next day when someone just showed up at my apartment to clean it. The cleaner walked in and said I cant stay long what has to be cleaned. I expressed the whole apartment and she was very annoyed. She only ended up cleaning the bed and vacuuming. I reached out for a midstay cleaning which was offered online and in the apartment book in the apartment. It both online and in the book says to scan the QR code to request service. I did that and QR code didn’t work. So I reached out via whats app and I never heard back. That evening I called the support line because I hadnt heard back though someone had read the request. I opened a ticket and I was told someone from the office would get back to me. The next day I hadn’t heard back so I called again and sent a message in whatsapp. I never heard back. I reached out the next day again on Saturday and was told someone from the office would reach out to me. Never heard back. I reached out on Sunday and it was the same thing but I was told that because it was the weekend the office would contact me back on Monday. Monday I reached out for service an I never hear back. I actually gave up after that because is was extremely fusterating when I was willing to pay for service I couldnt get it after checking into a dirty apartment. The next day I was washing dishes in the kitchen and a roach ran across the counter. I took a picture and sent it in the whatsapp. I never heard anything from anyone. so I called the support line. They said someone would reach out to me from the office. that was on 1/13. on Sunday 1/18 another roach came up from under the counter by the fridge. I was able to capture it and flush it down the toilet. I sent picture and videos of each time. I called the support line to complain again because I still hadn’t heard from anyone from the office regarding the first roach. I was finally contacted by the office.. Lorriane called me and let me know that she was working on the issue and she would give me a call back. I still havent to this day received a call back from lorriane. I was told that someone couldn’t come out until after my checkout day which was 26th. I reported the first roach on 1/13 and the second on 1/18. that is ample enough time to get someone out. I was never offered any options. I asked to move apartments because I was so uncomfortable and I was told that is handled by the office. Lorriane said she would look into it and get back to me. Which she never did. My stay was highly impacted by this. I felt uncomfortable the whole time from walking into a dirty apartment, the lack of customer service and response, and then the roaches. Its completely disgusting. I wasn’t able to cook or use the kitchen after I saw the roach because I didn’t know if there were more or a a bigger issue so I didn’t feel safe keeping anything to eat. I was also nervous I was going to take them home with me in my bags or they were all around the apartment which kept me up at night. I was offered a 230 euro refund but I don’t think that is enough for the terrible stay I encountered the whole time. I am asking for half of my stay back in refund for my terrible experience. Beyond the issues the bathroom needs work. wen you sit on the toilet it comes off of the ground. the shower is covered in mold. and the wood self thing next the the toilet is completely off the wall.