After a long, hot day at Europa-Park, we (6 people and a 2.5-year-old toddler) wanted to check into our accommodation at 6:35 PM (regular check-in is 4:00 PM). There was no key in the key safe. After a phone call and clarification, the accommodation called us back. We were able to enter the apartment with the emergency key. To our horror, the apartment was neither tidy nor cleaned! Everything was still dirty from the previous tenant (dirty towels, bed linens, trash, dirty dining table, etc.). Nothing had been cleaned. According to the accommodation, the cleaning ladies had apparently forgotten to clean. We couldn't shower, sit comfortably, or put the little one to bed. The accommodation arranged for two cleaning ladies (arrival at 7:45 PM), who cleaned the apartment in a rush in an hour, which is hardly a professional deep clean. The rooms weren't even vacuumed, and we had to button the bedsheets ourselves. They finished cleaning at 8:45 p.m. By the time all six people had showered, etc., it was incredibly late, and everyone, including the toddler, was completely exhausted. Additional cleaning the next day was only done at our request. Again, the cleaning was only done quickly. The accommodation only wanted to accommodate us for the basic cleaning, not for the inconvenience and restrictions we had experienced. Since we received no response to our request for a reduction, including repeated requests, up until check-out, we left the apartment as we had found it upon arrival. To top it all off, the accommodation accused us of leaving the ashtray on the kitchen table (a sort of indirect insinuation that we had smoked in the apartment) – which is not true. I reported this to the booking company. Ultimately, we did not receive a reduction. I have never experienced anything like this before. I will never book this accommodation again.
Original TextTranslation provided by Google
