Rm-h501-crsp20b3 - Crispi Luxury B10

My family (myself, husband, twin girls aged 3 yrs old, and my mother) were very disappointed with the entire experience in the Crispi Luxury Apartment #10 during our recent stay from July 7th - 10th, 2018 because it was dirty and dusty (since check in on day one). The impression of it being a nice apartment comfortable and clean apartment in pictures was as is but it is not the case inside the apartment. The floor we walked on was dirty (we had black feet), the air we breathed was clearly full of dust (we were sneezing and coughing a lot, only to later realise it was from the circulating dusts (pictures attached of dusts on tv counter, fan, air conditioning shudders, bed stands, sofas, and pillows). Even the water kettle/boiler was old and dirty with thick residue in the opening of the water funnel (pictures also attached). We filed a complaint soon after, but we received an auto reply from the property manager Sylvia Ludica that she was on leave. The bathroom shower had unstable water temperature (we had to constantly monitor the water temperature during our showers especially with our young 3 yr old children). Our family, especially my mother started coughing a lot as she is allergic to dust. She coughed the entire time... on day 2, she then had a hard time swallowing food or water because her throat started to swell, developing into severe bronchitis and inflammation of the respiratory area resulting in lost of voice by second day. Our children coughed at night during their sleep constantly and my husband also complained of feeling his throat swell on the second night... From our point of view, the property was poorly managed, the owner had neglected standard hygiene, and communication with the property management team of My Extra Home (Silvia, Property Manager) + unprofessional/rude back office call takers (i.e. Albana) to seek real help was almost impossible. Within a span of 1 week, Silvia was away twice! When we call the back office, we receive repetitive unhelpful replies saying that they can't do anything until they communicate with Sylvia. Total inefficiency! When we heard back from Sylvia 3rd day, we reported our complaints with proof of pictures, summary of my mother's respiratory condition, and recording of my mother's hoarse voice condition and coughs -- she still made claims that the apartment is their best property, they had cleaners clean the apartment prior to our check in and the owner had walked through the apartment to check, and that they fully trust these cleaners with whom they have worked with for years and that they have managed more than 150 + properties all over Italy. There was no empathy here. Silvia menioned a 70Euro compensation will be offered. Full refund will be subject to medical records and supporting documents. When we sent all (including medical receipts, letter/certificate from doctor including extra prescriptions and second set of antibiotics), there was silence and after many many follow up emails and calls, attempts after attempts, she sent a message/email via the back office (when she could have directly emailed to me) that they can only offer Euro 70. The total ofour bill was Euro 1041; 70 Euro is not even enough to cover our medical bills and repercussions that my mom is still suffering from! We hoped that My Extra Home and the property owner would have rectified the situation fairly, not only from an empathetic point of view based on real situation but also from a professional boutique travel, aparthotel and concierge service perspective as they present themselves to be. Accommodation provisions in poor hygiene condition (hazardous to health) should be an unacceptable criteria 100% in their books! We wished that My Extra Home stood up for us and/or will reconsider their stand for paying guests and help rectify with a fair acceptable solution. I wish for this message to be read by many, especially the owner (Cesare Fallatti di Villafalletto and his management of Gextral SRL) so that they can better their service, attitude of staff, responsiveness, and efficiency.

Very well located, clean and well-kept