6/10 – Okay
Alexey L.
24. Okt. 2021
Gut: Check-in und Lage
Verbesserungswürdig: Kommunikation und Genauigkeit des Onlineauftritts
Misleading and confusing ad. Awful and impolite service from Novasol.
The house in general is ok. It was not perfect clean, some garbage was left when we arrived. The biggest problem was that there is no single word about absence of bed linen. On the contrary the pictures shows that all beds are covered with linen. Also during the process of booking and payment the client is not informed that linen must be brought or ordered for extra money. 15 EUR per person is quiet a lot and can be a deal breaker for some people when your come as 8 people group for 2 days only. These extra costs must be communicated before client's booking confirmation and payment. In our case it would be extra 20% to the final price of the booking. When we arrived we didn't find the linen and contacted local host Novasol. The lady was not polite and lied that we have been informed about the linen and had an option to order it during our booking process in Vrbo.com webpage. I tried to book the house for another weekend and it is not true. She said that nobody was able to bring linens for the first night and that we still have to pay the same amount for the rest of the stay if they bring it next day. She sent us to buy linen instead of celebrating 50th anniversary in our family and refused any compensation. I am not telling about any single word of apology for the inconvenience. Just pure arrogance. Absolutely unprofessional service from Novasol! Misinformation, lying and impoliteness. Nobody wants to be responsible for wrong advertisement on Vrbo.com and that the client is not informed in due time about extra needs and costs during booking. Nobody from Novasol feels sorry that the situation was uncomfortable and disappointing for the clients and it was not the fault of the clients. Can you imaging to drive 8 hours and face the situation lately in the evening that you have to sleep without linen and having unpleasant conversation. They insisted the next day that we shall order the linen from them and pay full amount. I would highly recommend to avoid accommodation operated by Novasol. P.S. Next morning we were going to buy bed covers but luckily we could find some kind of linen and fabrics and couple of towels to share in the house.
Alexey L.
Aufenthalt von 3 Nächten im Oktober 2021
