We arrived in Venice on the 16th of October and booked this property for the duration of our stay, until the 19th. Upon arriving the location was great, with clear check in instructions. It was such a short, easy walk from the water bus.
When we dropped off our bags prior to check in (11am) we noticed there was water through out the apartment, leaking from the shower. It extended from the bathroom, through the bedroom and into the kitchen area. We notified the host straight away, sending photos of the extent of the flooding. The host said she would involve the plumber as soon as possible.
When we entered the property again at 2pm (check in) the flooding was still occurring. We also noticed the apartment was not clean, with dirt and other residue from the bricks on the floor and other surfaces. I checked in with the host again as to when a plumber was coming as I was concerned. She sent a message stating tomorrow, and she would let me know a time. I asked her for more towels (2:15pm), as all of ours were already soaked due to trying to clean up the water. This message was ignored. I messaged her again that night (10:18pm) as I was concerned for our belongings and did not have enough dry towels. The flooding was getting worse. This message was also ignored.
The following morning we had to mop the apartment as it was very slippery and wet. We tried to stop the water with our drenched towels but it wasn’t really working. We sent more photos. The host replied saying she would call the plumber. After messaging her again, she said the plumber would be at the property between 4-5pm. She gave us no guidance as to what to do when he arrived, or if he was able to access the property without us present. We did not feel comfortable leaving our personal items unattended, and with no direction from the host we were forced to stay at the accomodation.
We were about to pack our bags and head to a hotel, as the water was flooding more rapidly and it was a health and safety risk. Thankfully the plumber finally arrived at 5:45pm and fixed the leak. Unfortunately because we were waiting from 3:30-6:30pm we had to cancel all of our afternoon holiday plans in Venice. Aside from this, when booking, a washing machine was listed which wasn’t there. I checked the on arrival and it had been removed from the listing without contacting us to advise of this change. We had to go out of our way to do our laundry multiple times.
Due to the extent of the flooding, cleanlinesses of the accomodation and lack of support/communication, I asked for compensation which was denied. I attached detailed descriptions and photos of the flooding and cleanliness issues. The host was not willing to address the photos, or the impact the flooding had on our holiday. Her responses were rude, and snappy, which was not justified. We were only in Venice for a few days, and a lot of that time was spent trying to manage these issues.
Overall we are very disappointed with our experience. We understand that property maintenance issues can happen, but her response to the problems was simply not good enough. We did not have the appropriate supplies and support to deal with the problem. When the accomodation was set up for check in prior to our arrival, the host should’ve been notified and actioned a plumber as soon as possible. If that was not a possibility, then we should be compensated for the impact it had on our stay.
I would not recommend staying at any of the accomodations this host has listed. It seems other guests have had similar issues and they clearly aren’t being addressed. If you experience problems, you will definitely not have her support and understanding, instead you will get anger, disregard and excuses