SUBMIT A COMPLAINT

Homeawayholiday apartment accommodation

Dear Customer Services of Home Away
REF 9923592
Property [protected]
VFT-MA36116
Date of stay Sunday 22 September to Saturday 5 October
Mr and Mrs D Baker
I am writing to complain about our stay in apartment 1A Lac Encimas 1, Benalmadena Costa, 29630 Malaga .
The agency called Canovas looking after the apartment checked us in .
From day 1 water was constantly coming into the bedroom when having a shower, the shower room is not usable .
There are no towel rails or shelves to put toiletries and towels .
There are no blackout curtains or blinds and this is making it impossible to sleep as it is like daylight at night with light from the street lights shining in all night .New regulations came in to holiday apartments in May 2016 stating blackout curtains and /or blinds are needed .
A representative called Paco came from the agency but did not fix any problems .
We asked for the Complaints book twice but this was not given to us to fill in, but totally ignored us, The holiday has been very stressful from the start, no change of bedding clothes hangers etc we had to go out and purchase the stuff ourselves .We are asking for a full refund due to all the stress, water coming from the bathroom to the bedroom and having no sleep due to having curtains or blackout blinds to the windows .
We have been visiting the resort for 50 years and this is the worst apartment we have stayed in .The apartment has not been finished off and we do not want anyone else have the same stress we have had .
There is also no safe for our valuables and passports etc, so we do not fee secure nor want to leave the apartment empty, i am enclosing photos i have more if required, one photo shows lounge with no curtains and other photo shows bedroom with light coming in from street lamps no lights are on in bedroom just street lamps .
We look forward to hearing from you
Yours faithfully
Mr and Mrs D Baker

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Oct 02, 2019

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