Estate Tuscany

Nice view

No kettle in the room, after mentioning to staff, we were told people steal it, but still have not been issued a ketyle to make a cofee, no fitting wine glases, for being in a winery, no cofee for breakfast as staff didnt know how to operate cofee machine

Lovely accomodation, very quiet,nice views,great location, close to what we required. Bit lacking in housekeeping, ( no spoons for cuppa, no bath mat in one room, no complimentary drinks and snacks in one room)

Location. Surrounds. Size of room. Quiet. Comfortable bed. Bathroom was a good size. TV did not allow for streaming functionality.

Room had an aged musty smell. TV was small. Shower temperature was sporadic, scalding to cold. Black spider hiding behind side table. No microwave to heat food, usually normal for price point. No toaster or cutlery. Bar fridge was tiny.

I am writing to formally express my disappointment regarding the way my recent refund request was handled through Booking.com. I booked accommodation through Booking.com for a family event and an early Mother’s Day getaway for myself, my mother, and my 9-year-old daughter. The property was advertised as charming and well-presented. While we understood it may have been an older property, we believed this was simply part of its character. Unfortunately, upon arrival, it became immediately clear that the accommodation was in an unacceptable condition. The property was extremely run-down, with a strong smell of mould and mildew throughout. There were cracks in the walls and ceilings, damaged furnishings, and even holes in the bed sheets. We raised our concerns directly with the property multiple times during our stay; however, it became obvious that the issues were not isolated to our room, but reflected the poor condition of the entire property. I then contacted Booking.com customer support and was advised that a full refund would be issued once the property confirmed approval. The property agreed to the refund request on 1 May. What should have been a straightforward process then became weeks of unnecessary stress, poor communication, and contradictory information. After waiting over a week with no updates, I contacted Booking.com again, only to be told they were waiting on responses from the property. When I contacted the property directly, they stated the opposite — that they were waiting on Booking.com. I spent hours going back and forth between both parties trying to obtain clear information or progress on the refund. Eventually, after I personally continued following up and requesting action, the property once again confirmed in writing that they approved the refund. Booking.com then advised me that the refund had been processed. However, no confirmation email was sent, nothing changed within the app, and no communication was provided.

There were cracks on walls in one of the rooms we stayed . It felt unsafe.

State of the rooms A microwave would have helped. Especially since restaurant was not open at night