We booked this apartment on our trip through Italy. After an exhausted day of travel we arrived at the given address. To arrange the check in we called the number which we were given with the confirmation email of the booking. Unfortunately, this number didn't exist at all. Without any other contact information provided, we found a nice lady from another apartment, who helped as and called the landlord of the building. "We'll call you back in a minute", he said. After 3.5 hours of waiting (!!!), they called us back, telling us that there was a sanitary problem with the room and they need to cancel the booking. They though had another apartment, which was double the price and we need to pay by ourselfes. This wasn't an option for us so they assured us to refund the money. After 3 days, the booking still wasn't cancelled so I texted them what the current state is here. They told me they'll cancel and refund the money privately, not via hotels.com. That was a big mistake, today, 1.5 months later I'm still waiting for my full refund. I don't get any answer of my texts anymore, so I'll ecalate this to hotels.com. This is fraud, don't book this apartment!
