Hola Patricia, evidentemente cuando reservó no se percató que usted rentó un apartamento y no un cuarto de hotel. En el apartamento encontrarán un kit de bienvenida con jabones, gel para la ducha, champo y papel higiénico para cubrir las necesidades de nuestros huéspedes durante la primera noche: para los siguientes días tienen que comprarlos juntos con la comida en el supermercado cercano. Por lo mismo tampoco ofrecemos limpieza diaria: solo la limpieza inicial y final. Invitamos todos nuestros huéspedes a informarnos inmediatamente a su entrada en el apartamento si encontraran algún desperfecto o si el apartamento no fuera perfectamente limpio, para remediar inmediatamente. Ofrecemos a nuestros clientes de depositar sin coste adicional las maletas en nuestras oficinas durante nuestro horario de trabajo desde las 10 de la mañana hasta las 11 de la noche de lunes a viernes y desde las 3 de la tarde hasta las 11 de la noche.

Gracias por su comentario.

Unser Check-in dauert in der Regel einige Minuten und alle unsere Mitarbeiter sprechen neben Italienisch und Englisch mindestens eine weitere Sprache. In diesem Fall dauerte der Check-in länger, da dieser Gast nicht wusste, dass er zwei Apartments in der Via Pola gebucht hatte, zwanzig Gehminuten von unserer Rezeption entfernt (10 Minuten mit dem Bus). Dies lässt sich auch aus seinem Kommentar zu den Fotos nachvollziehen. Tatsächlich können Sie auf Expedia, sobald Sie eine Wohnung ausgewählt haben, alle Fotos dieser Wohnung sehen. Die Kommentare über DDR-Küche, schimmelige Badezimmer und zwanzig Jahre alte Bettwäsche sind nicht zutreffend.

This guest did not understand the conditions he had booked as he expected to check-in at midnight when our reception closes before that time. He didn't realise what apartment (address) he had booked and had not even seen the photos of his apartment on Expedia. Once you select an apartment from the list displayed during your search on Expedia (Hotels.com or Orbitz), you can see the photos of that particular apartment type. You can also see the address of any particular apartment type.

We manage apartments close to the Centrale station in via Pergolesi 31 were most of our apartments are and where our reception is and four apartments in via Pola 19. Via Pergolesi is a five minute walk to the station and via Pola is a ten minute walk to the station. To be precise, the distance from our apartments in via Pola to the Centrale station is exactly 1km. Our apartments in via Pola are clearly marked with both Via Pola in their name and the address is specified in the 'address' field, meaning that Frank confused the address of our reception with the adress if the apartment. The distance from our reception to via Pola is 1,5km as it isbin the opposite side of the station..If you don't want to book an apartment in via Pola, nust make sure you don't see Pola in the apartment's name, as all apartments in via Pola are clearly marked in their name as belonging to that address

This guest booked a non-refundable rate and pretended a free cancellation. Furthermore for the remaining apartments that he booked he arrived after midnight, when our offices are closed. He then pretended a refund of that night, even though we had kept the apartment available to him. Even though as no-show he had technically cancelled his reservation, we did admitted him the following day. What this guest claims is clearly false, because having booked through Expedia, if what he claims were true, Expedia would have refunded him.

As is clearly posted on Expedia's website, we do charge for AC usage. Our apartments are next to Milan's main railway station Centrale. All our apartmentsa have sound-proof double glazed windows. When the windodws are closed, you don't hear the city noise. If you are very sound sensitive, ask for a room facing the interiour court were you can sleep with open windows.

This guest booked for five persons and showed up in six: therefore we charged him a supplemento for the extra guest. All our apartents are covered by our WiFi network which we offer for free included in the rent.

All our apartments are energetically independent from each other. Hot water is produced in hot water balloons of 80 or 100 litres that take between 45 minutes to one hour to heat up from when they are cold. In general we turn on the electricity and the hot water a couple of hours prior to check-in, so that our guests find the water hot when they arrive. In your case, you were a last minute booking and you turned on the electricity and the hot water boiler when you entered the property: this means that you had to wait one hour prior to getting hot water (not five).

This guest stayed at the room she booked. She thought she had booked a different room type and both our reception and Expedia's customer service confirmed her that she was staying were she had booked. Reading between the lines, she 'confesses' that 'by mistake' she 'found' the third bed for the fifth person (in total at her apartment there were two double beds and a single bed). Expedia's listings correctly reflect our apartments, but if you are in doubt, don't hesitate to contact us or Expedia, before booking.

This guest was unhappy because she expected a two-bedroom apartment with two bathrooms, while she had booked a one-bedroom apartment with one bathroom. We offered her to switch paying the price difference between the two apartment types, but eventually she didn't want to switch apartments.

您入住了在 Expedia 上預訂的公寓。 當您要求我們換到更高級別的公寓時，您不想支付差價。 公寓配有床上用的被子和沙發床用的羊毛毯。 在我看來，當你談論米蘭的水味時，你的評論質量就合格了，有 200 萬人可以毫無問題地飲用。

This person did not show during our regular opening hours and had not requested a late check-in either, and is now complaining that we left him out in the cold. According to Expedia's own regulations this review should not even been shown, as this was a no-show and did not comply with the terms of his reservation (due to his own fault) and is blaming his problems on us.

As this person is clearly stating in his review, he did not stay at our property because he did not show for check in during the booked check in reception hours. He also complains that we did not answer the phone or respond to emails while our office was closed (he did not warn us in advance). The fact that Expedia could not help this person in any way clearly shows that his claims are not founded. Since Expedia usually doesn't publish reviews of persons that didn't show and hence didn't comply with the terms of their reservation, we kindly ask Expedia to remove this review which unjustly sheds a bad light on us, even though we complied with all the terms of this reservation.