How would you handle apartment switch on arrival?

[chiaro di Luna]

I have had this happen to me in Italy twice and am wondering how frequently this sort of thing happens.

Just recently, I had a confirmed reservation through Booking .com for Per Camilla apartment at Fattoria Viticcio in Greve, Italy. I booked it in Dec. '14, forwarded this confirmation to the property, received a confirmation from the property manager, reconfirmed this reservation the first of May '15, received a confirmation with the apartment name in it from the property manager.

To my surprise, upon arrival, I am told Per Camilla apartment is already being occupied by another couple.
I was given a choice of an upstairs apartment, which was unsuitable for me, a small studio apartment that did not compare to the one I had reserved or help finding another property to stay at.

How would you handle this situation?
What is your opinion of a manager who comes up with excuses for this overbooking practice?

If I had not shown up for this reservation I would have my credit card charged.
In my opinion, an offer of a small euro discount and a cheap bottle of wine does not rectify the problems this manager created for me.

 

[Pauline]

I have not had this happen, but would not be happy either. I am sorry that this happened to you.

You are right, they would have charged you if you were a no-show. And they should have offered a very good discount, but I think these kinds of small businesses don't often do that.

I am not sure what I would have done. I probably would have stayed there because it would be too much trouble to try to search out another place.

Isn't Fattoria Viticcio the place that Jane stayed at for a year?

A possibility is to write to them now and say how unhappy you are and ask to have some kind of reimbursement.

 

[chiaro di Luna]

I did receive a 50 euro discount & bottle of wine. I am not unhappy about that.
I am very disappointed to reconfirm 2 weeks prior and upon arrival find my reserved apartment is already occupied by someone else. I was also very disappointed in the excuses that were being used: ie: Booking. com did not send my reservation to them; there was an overbooking etc. I had 2 email confirmations from the property manager in my hand as he said this.
Also, my son had just read 2 complaints on Trip Advisor along similar lines and mentioned this to him.
He was also told not to post on TA about this problem/apartment we settled for.
Yes, this is the property where Jane stayed, but there has been different people running things, I believe, since she lived there.
I believe this manager is bringing the reputation of this lovely property down by pulling this on guests upon arrival.

 

[chachalaca]

I'm sorry. This is a rough way to begin a trip. I've never had it happen either. As a weary, vacation-starved traveler we're kind of screwed, aren't we? I mean you're damned if you do and damned if you don't...Then you have to shake off the irritation so that you can enjoy everything else.

 

[Lisa in Ottawa]

This has never happened to me. Thank goodness. I spend a lot of time researching where I want to stay and then have that decided for me. No way. Frankly I would post a scathing review on TA especially if you've found out this manager has done this before. In the moment I don't know what I would do probably what you did. Unhappily suck it up.

It doesn't sound like this was the issue as you had a confirmation from the manager but I try not to do 3rd party bookings.

 

[chiaro di Luna]

I see no point posting on TA. I know management reponds with nasty responses and in another case has had reviews and photos removed. TA told me this. There are also people posting favorable reviews for friends properties to up their ratings, I've been told.
I just read that the Forum Hotel in Rome, did the same type of thing to others in the last month. The overbooking, plumbing, electrical problems seem to be used a lot in Italy reently.

 

[Lisa in Ottawa]

Mmm, I read TA reviews. I find them helpful. I ignore the over the top ones. Altho I just posted a review on Airbnb where I gave it and owner 6 stars b/c I thought both she and apt were great. In context, however, it wasn't luxurious by any stretch. I guess when everything goes well or better than expected I'm plain grateful.
One of the things I like about Airbnb is that you have to actually have stayed there. Although anyone can cheat, I guess. And they post the negative reviews but so far they haven't been as horrible as TAs which can border on slanderous. But I get your point. I guess all one can do is chalk it up to experience. I would just hate for this to happen to others when it might be preventable.

 

[Pauline]

I use Booking.com because it is easy to use. @chiaro di Luna you could do a review there because you have to have booked through them to do a review.

But, I hesitate to give bad reviews now (except I usually post something on these forums). I hated our apartment in Forcalquier last year but did not mention it to the owners (who never emailed after to ask how our stay was) and I did not review it anywhere. So I can understand not doing a review, especially if they then post a nasty reply.

You could do a "just the facts" review. State that you booked a certain room, confirmed it, and when you arrived they did not have your booking.

 

[chiaro di Luna]

In the case of Fattatoria Viticcio, there are other reviews on TA describing similar problems, so people can judge for themselves whether they want to chance this happening to them. Simone, has responded calling the unfavorable reviewer a liar.
My post here is to see how others would handle this situation.

 

[Pauline]

I just checked (should have thought of this sooner) and I have them on our vacation rentals list on the site, with a review from Jane. I am going to paste the text in here - and will remove them from the website now.

REMOVED FROM SLOW EUROPE Vacation Rentals in Italy, Tuscany.

Tagging @Jane so she will see this post. Jane - I removed your review since the ownership has changed.

Fattoria Viticcio
Four apartments on an estate near Greve in Chianti.
Listings for Italy: Tuscany

Review of: Fattoria Viticcio

Reviewed by: Jane (2 reviews)

Reviewed on: March 6, 2009

Date of Stay: spring, summer, fall, winter 2007

Vacation Rental Name: Fattoria Viticcio

We lived at Fattoria Viticcio for a year (2006-2007) and loved each day. We returned last summer (2008) and will be returning this year (2009.)

Viticcio, an agriturismo in Greve-in-Chianti, sits on a knoll overlooking the quintessential Chianti countryside, complete with a castle on the hilltop. It has 5 apartments and 3 B and B rooms. The complex is surrounded by its own vineyards and its on-site winery produces award winning Chianti and Super Tuscan wines as well as an excellent olive oil.

The apartments are fully equipped making meal preparation easy. The beds are comfortable AND all the windows are screened! Internet access is available free of charge. This is a wonderful location for families with children and yet, due to its layout, couples will find that children are not distracting.

The spectacular pool area has lounge chairs and covered arbors to shield guests from the hot Tuscan sun. The vista from the pool area is incredibly beautiful and relaxing after a day of sightseeing--or just to spend the day lounging pool side.

It is an easy 1 km walk into Greve where the charming piazza has several restaurants, stores and gelato.

The owners, Nicoletta and Alessandro, are warm, friendly and helpful.

 

[Pauline]

I would do a just the facts review on Booking.com.

And I would email them saying that I was not happy with how they resolved things. But - maybe not because what could they do? They won't refund any more money, I am sure of that. All they could offer would be a discount on your next stay, which probably isn't going to happen.

 

[chiaro di Luna]

Since 2009, the manager has changed. It is now Simone. I met him about 4 years ago when I was there buying wine & oil. Many things have changed.
I am with you Pauline re:writing the negative reviews is just not worth my while right now. I see TA as a resource and see truth bad and good in what is posted there, but I am responsible for the choices I make.
I don't have a lot of experience in apartments, so that is why I am curious as to how often this switch upon arrival happens.
I did contact Booking .com and tell them he blamed them for not giving him my reservation and what was offered to me. I did not use the form they sent me as it did not suit what I had to say.

 

[Pauline]

We always stay in vacation rentals and this has never happened to me. And, as you know, I talk to a lot of people who stay in vacation rentals and I have not heard of this happening. Most places it is very clear which place you book and you get the place you book.

Don't let this put you off vacation rentals/apartments! They are a wonderful style of accommodations.

 

[Jane]

The ownership of Vittticio is in the process of changing and will be final, I believe, at the end of this month. At least that is when, our friends, the owners move out. They have sold their entire business....vineyards, winery, labels, and agriturismo...to a company from Malta owned by Ukranians. Simone has been the employee who has handled the rentals for the last few years and I think did not get appropriate oversight. I have read his responses on TA and they are exceedingly inappropriate. Personally, however, I would review on TA , matter-of-factly explain what occurred but include that he had asked me not to post on TA. Clearly he knew he was wrong and validated the clients review IMHO.
Pauline, it is appropriate to remove my review as things have changed since I wrote that.

 

[chiaro di Luna]

Jane, thanks for clarifying the current situation.

Here is the Dec. confirmation:

Subject: Fattoria Viticcio
Date: Mon, 29 Dec 2014 14:21:25 +0100

Dear *******,
Thank you for choosing Fattoria Viticcio!
We confirm your reservation of Per Camilla apartment for June 1-6 2015
Please find below some indication to get here,
We remain at your disposal for any further question and look forward to meet you next summer

Our best
Simone

There was also a reconfirmation email I received on May 13/15 for this booking.

Doesn't the property have a contract with me? If I don't show up they charge my credit card. If they break the contract/rental agreement at the manager's whim, what are their consequences?

 

[Pauline]

I did contact Booking.com and tell them he blamed them for not giving him my reservation and what was offered to me. I did not use the form they sent me as it did not suit what I had to say.

I don't know if this is considered a contract, but maybe you should talk to booking.com. Did you hear back from them?

 

[chiaro di Luna]

No, I did not hear back. I am not taking this any farther, but it has made me reconsider booking places with only 1 or 2 suitable rooms for me. A larger property allows for more choice. And in hotels I will book the lowest category, so I get what I pay for, and hopefully not sent to another property because of overbooking.

 

[chiaro di Luna]

Thanks to everyone for your input. I'm putting this topic to rest.
On to planning for the fall!

 

[Pauline]

Closing the thread.