I rated this stay so low because I paid Valentina 80 euro for a van to take my family to the train station but it never arrived. I sent her three requests for a refund, and she has been ignoring me. When the van didn't arrive, we called up to the room and she kept telling us a few more minutes but wouldn't give us details or come downstairs to help. When the van was more than 20 minutes late, we were frantic that we would miss our train and she didn't seem to care, so my dad was shouting up to the balcony (for which she sent me a message later chastising me for being impolite). Eventually she called us two taxis, and I had to pay for one. She still hasn't refunded the money for the van ($92 USD which is way too much for a 10 minute ride, but I thought it would be worth it for the convenience. Nope). Very poor customer service.