Dear Only Apartments
We have just been informed by Best Venice Apartments that our reservation with you, despite us paying a deposit has been cancelled. Can you please confirm whether our reservation is still valid? We definitely still want the reservation or a refund. Nobody answers our calls in the advertised business hours, and Ive had no response to my emails.
Booking under: Iona Novak Novak
Name of the property: Venice S.
Polo (Apt. 924131)
Complete address of the accommodation: Sestiere San Polo, 1296, 30125, Venice,
Arrival date: 02/09/2019 from 15:00h to 23:00h
Departure date: 07/09/2019 before 10:00h
5 nights, 5 adults 4 children in total*
We rented this apartment Early October 2017
The kitchen was very dirty with both Margot and lice infestation! We found the same in the bathroom. The bedroom had a serious bed bug infestation and the bed linen was not clean. The whole apartment was frankly disgusting ! I have made our complaint to only apartments whom have not made any attempt to resolve it !
John and Leesa
The apartment was booked and paid for from 3 -8 August. From the beginning it was clear that the apartment was not properly maintained or cared for. There was a missing blind from one of the large living room windows and other blinds were dilapidated.
The only bedding was large heavy duvets not suited to a Paris summer and if dubious cleanliness.
In the cupboard were towels which were badly stained and unpleasant along with old clothes.
One bedroom had no cupboard side light or table - just a bare room with bed.
After two days we got bites on our skin which I took to be from mosquitoes because of the open windows. However as these developed it became clear that these were entirely consistent with bed bugs - being present on the body on the side which was slept on.
These are now being treated as advised with cortisone cream and I have thoroughly cleaned all clothing and cases on return to ensure that the bugs haven't travelled back with us.
This is an appalling outcome for a holiday trip and shows a lack of care and maintenance of the apartment and disregard for the comfort of paying guests.
These complaints have already been sent to the company.
Never trust Only-Apartments. They'll rent you an apartment they don't have. They charge for services, but they do not take responsibility. And they do not answer complaints properly. Check Trustpilot, Tripadvisor or Complaints Board and you'll find stories like ours – only we did not know.
In January we rented an apartment with terrace in the Monti district in Central Rome, confirmed January 21. But one week ahead of our rental date (May 22) we were informed by the owner that the flat has been rented out through AirBnB. "I'm afraid there was a mistake in the Only-Ap reservation system", he said. Shock!
Only-AP had no real regrets, however. Five days before departure we received an email saying only: "Unfortunately, we have just been informed by the owner that the apartment is no longer available". – But how on earth can they charge us in January for something where they don't have a clear contract?
They offered us a different apartment – way out on the other side of the Tiber River. I told them we were going on two criteria: With terrace. In Monti.
Some mails later we were informed that "We don't have other available apartments in Monti with terrace for the same price". No, but I would expect a decent service to say: If we COULD find an available apartment in Monti, with terrace, we would of course accept our responsibilities towards clients and make up for additional costs, if necessary.
Actually, we did find another apartment, in Monti, with terrace – and we found it on the Only-Ap site! It was even in the same Via Leonina Street as the first one, so we hurried to book it. It was larger (but we still liked the first one better), and 50 percent more expensive.
I sent them a letter on immediately (May 18) asking them to act responsibly and take at least half of our additional payment, i.e. 192 euro. They did not even answer. It took me four sharp mails to wake them up. Finally, May 30, they offered a next-to-nothing compensation: A 10 percent discount, if we make still another rental with them - within the next three months! But who can trust a company that rents out apartments they don't have and won't take any responsibility for the mistakes they make?
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