DISHONEST OPERATOR
OPERATOR THAT TRAPS CUSTOMER: Bookiply/Munich webpage sold flat where "Pets Not Allowed " ! My daughter Louise & her friend Hetty, their children (two girls & one boy), rented flat 3 at Calle Puerto Alto 11, Estepona, Spain, for two weeks from 27/07/23, and cost was Euros 3850.00 !!
The "fully equipped flat" sold by Bookiply was extremely dirty with cat's hairs, faeces & dirty toys that produced allergic reactions to two members of the group plus to the Spanish cleaner who was brought in. They all worked for 5 hours to clean the place. Some of the infested rugs & other equipment had to be disposed off. Rusty airers to dry cloths. Group arrived at airport and Louise was told on the telephone to come to a chemist in Estepona near the apartment to collect the keys. If she had accepted that, they would have had to carry the bags up a hill to get to the Complex ( it was very hot & they had been up since 4am!) Louise refused and Bookiply agent, Miss Toro, came to the flat instead. The place appeared abandoned and there were also animal faeces just outside the flat. At the entrance to the Complex a big sign said "No Pets Allowed" but that was to no avail. Arrived at the flat 14:30 hours and started suffering of allergy. The cleaner who came to help my daughter, also suffered from allergic reaction and had never been there before. At the end, they tried to get a shower as they were very dirty, but could only get cold water. No Instructions whatsoever as to how to use the electrical devices. Only two bed rooms had air conditioning & one of these units had water spilling over electric cables at the back. There were spider's webs even inside the kitchen drawers. Sleeping quality, for some, was jeopardized by the dirt in the air and the lack of air-conditioning. Some of the pans were broken. Not enough chairs for a group of 5 !! The electricity supply was weak as it would go off if a person was using the shower. The boiler had parts hanging out. No oven in the kitchen and the micro-wave had no proper tray and they had to use normal plates to warm food. No touristic information was available as well as no instructions about the flat's electric devices. No First Aid Kit & No Complaint Forms as required by the Andalucia Council (decree 28/2016). Louise sent a formal complaint (in Spanish) to the Junta de Andalucia (Council). We await their reply.
The wi-fi did not work on the first days and only after constant complaints was that sorted. After one week's stay Miss Toro brought replacement bed linen that was left outside the flat until we left. We have pictures of most of these failures. Their Customer Service person, Mr Jorge Castillo said that the owner has offered No compensation and Bookiply could not do anything about it because the Contract was between the owner & the clients. But Bookiply refuses to give out the name of the owner because of “ data protection law”. So, we’re trapped. Will write to the German Ombudsman for Travel. Carlos Simas (father of Louise)