Don’t book with this company!!!
Scam! Don’t book with this company. We had arranged a late night check in. Nobody showed up. We got hold of a nice and helpful employee. He did what he could. We had to wander around for several hours in the middle of the night. Got acces to the appartement at last. It was a total mess/dirty and we had to clean and make our beds ourselves. The next morning the manager called. No excuse. She said we have misread the contract. We have all the mails and Whats App texts! She just informed us that we had to pay for the extra night plus late night fee, if not we will get kicked out. With help from a customer service company back home, we made an arrangement of only paying the late night fee. We left the appartement extremely tidy. Back home we receive a message saying that we broke the umbrella and that they will charge us. We have pictures from the first morning showing it in the same state. Total rip off! Stay away!!!
Reply from Solaga
Dear Chiara,
We are sorry to read this review, but unfortunately it gives a very misleading account of what actually happened.
Your reservation was confirmed for **6–9 August, with check-in from 15:00 on 6 August**. This was clearly stated in the booking confirmation as well as in the rental agreement that you signed.
You had informed us that you would arrive very late and had agreed to our €50 late-night check-in fee. However, you actually arrived during the night **between 5 and 6 August – one day before the start of your reservation**.
As we had no reservation for you that night, the apartment was naturally not yet prepared or cleaned. The cleaning was scheduled for later that day, prior to the official 15:00 check-in time on 6 August.
Despite this, when you contacted our colleague at approximately 02:00, he did not want to leave you without accommodation in the middle of the night. He therefore went out of his way to give you access to the apartment, even though your reservation had not yet started. This is also the reason why the apartment had not been cleaned and the beds had not been prepared.
The following morning we explained the booking dates and initially informed you that the additional night would normally have to be paid. After discussing the situation, however, we decided **not to charge you anything for the extra night**, as we accepted that you had simply made a mistake regarding your arrival date. You therefore received this additional night free of charge. The only amount you paid was the €50 late-night check-in fee that had already been agreed before your arrival.
The apartment was subsequently cleaned as scheduled.
After departure, we contacted you regarding a damaged parasol at the property. As with all our reservations, guests are responsible for damage caused during their stay in accordance with the rental agreement. This was a completely separate matter from the confusion surrounding your arrival date.
For these reasons, we strongly disagree with describing our company as a “scam” or “rip off”. In fact, when the booking error became apparent, our employee helped you into the apartment at 02:00 despite you arriving a day early, and we subsequently waived the cost of that additional night entirely.
We are always happy to accept criticism when we make mistakes, but we also believe it is important that the full circumstances are presented accurately.
Regards
Solaga Holiday Homes