It could have been a great stay. The apartment is located in a quiet part of Venice and though small, great fit for a family of 4. But the company behind it totally messed it up. When we came the toilet was kind of clogged and the morning after it was completely clogged. We reported it in a gentle way and then the most rude communication we have ever experienced started.
Firstly we wrote and called the number as informed. And the guy answering was resistant from the beginning and after a long talk back and forth, he decided to go to the apartment. He saw, as we had reported, a clogged toilet. He’s reply was then, we should pay a plumber.
Oehh, we were all like “what/why?” Because, as he said, “that it was clearly our fault” and he continued “we must have stuffed something in the toilet not belonging there”.
And he kept blaming us, though nobody (at the time) knew what was wrong - besides the obviously being a clogged toilet. And we explained over and over again that we are Scandinavian and know how to use a toilet in a proper way, on top of that we have big children and never had such problems before. He kept on blaming us in a more and more rude way.
We then asked for the manager. After talking to her in 2 minutes she exactly knew what was wrong and send us a YouTube video for us to fix the problem. On top of that she said “you have used too much toilet paper” and we were all like “what? we use as normal, not too much and not too little”. And we asked where are the information about using less or not to put it in the toilet (nothing in the information booklet and nothing in the bathroom). And she became more and more rude, it felt like she, at any cost, would avoid a claim case. And the strange thing is that we weren’t (and aren’t) looking for compensation. We were just trying to solve a matter. And a toilet working is a matter.
This apartment is not to be recommended, not because of the apartment itself, but because if something is going wrong, they are not there to help or to support.