City centre apartment - flat 3

When I arrived at the property the two parking spaces were occupied, then the lockbox didn't work, then a neighbor that was entering the property helped me to find another lockbox where the keys were and then when I got into the apartment everything was a mess, used towels on the floor, and on the bed. The bed was a mess. I couldn't stay in the property because it was not clean from the previous guests that's left in the morning. Terrible experience, I had to book another place for that night. Tried to contact the property owners by phone, by message and never got a response.

Unfortunately, the experience did not meet expectations. Upon arrival, the building appeared poorly maintained, with visible mold in the window of the front room (not our flat). This gave an immediate impression of neglect and lack of proper upkeep. The check-in instructions were unclear, directing us to a lockbox labeled "Flat 3." This lockbox was damaged, with stuck dials, making it difficult to open. When we finally managed to get it open, it was empty. We attempted to call both contact numbers provided, but our calls went to voicemail. Only after searching the area did we find the actual lockboxes on the side of the building. Upon entering the apartment, it was immediately apparent that it had not been properly cleaned. The bed sheets and towels were stained, the floors were unswept and visibly dirty, and the sofa, which we needed to use for sleeping as the listing stated the apartment could accommodate four people, was broken and unusable due to a damaged leg. The bathroom lacked even a shower curtain and the grout of the bath tiles had considerable mould. The television was unwatchable due to a cheap aerial that did not function properly, and the overall condition of the apartment did not match the expectations set by the listing. Due to these issues, our stay was impacted, and we were unable to enjoy the accommodation as expected.

WiFi didn't work and didn't get sorted for us. Shower rail was faulty and come off the wall entirely, alongside other wear and tear in the apartment. Aside from that the stay was fine.

There were bugs crawling around as soon as we entered. There was no hot water or any heating available in the middle of winter. The owner of the property kept leading us on that someone was coming to fix the boiler but no one did. We had to leave eventually after 4 hours of waiting. The sofa bed was also broken on arrival. Hotels.com are not giving us a refund even though we could not stay overnight so please avoid booking this.

The apartment was perfect for me to spend time with my little girl