There was no communication whatsoever about how to check in, despite sending several messages through Hotels.com and directly to the property before our arrival. When we arrived, we found a Ring doorbell at the entrance, which had not been disclosed in the listing. After ringing it, there was no apology for the lack of communication—only someone asking if we had been given the access code, which we had not.
The property itself was in a totally unacceptable condition. It was filthy throughout, with mould in multiple areas, dirty and broken windows, and unclean appliances. The cooker was broken, had only one shelf, and was also extremely dirty. It was clear the property had not been cleaned before our arrival.
As a result, we left after just one night, despite having travelled five hours to get there, and then had to make the five-hour journey home the following day. We have received no response whatsoever to our complaint, so we have had no choice but to pursue a full refund through our credit card provider.
This was an extremely disappointing and unacceptable experience and totally ruined our holiday. We have numerous photos and videos which have been sent to hotels and the credit card company to investigate.
