#10OCA6 - Apartamento en Vista Alegre

Dear Booking.com Team, I am writing to formally express my dissatisfaction with my recent stay at Vista Alegre Madrid, booked through your platform. My experience was far from satisfactory, and I feel compelled to bring the following issues to your attention: Misleading Location Information: The listing indicated that the property was 7 km from Ifema, but upon arrival, I discovered it was actually 20 km away. This misrepresentation caused significant inconvenience and disrupted my travel plans. Hidden Charges: I was charged an additional €185 above the listed price, with no prior explanation or communication about these extra fees. This lack of transparency is highly disappointing. Cleaning Charges: Despite paying €125 for cleaning services, the property owner informed me that I needed to clean the house myself. This is unacceptable and completely undermines the purpose of paying for cleaning. Key Access Procedures: The process for accessing the keys was overly complicated and poorly communicated. I spent over an hour trying to use the application to gain access, which could have been avoided with clearer instructions provided in advance. False Promise of Airport Transfer: I was informed by Booking.com that the price included a transfer from the airport to the accommodation. However, upon arrival, there was no one to pick us up, leaving us to arrange transport at our own cost. This is a clear breach of what was promised. I kindly request an explanation and resolution to these concerns. Accurate property descriptions, clear communication, and transparency are essential for maintaining customer trust. I am deeply disappointed with my experience and hope to see meaningful action taken to address these issues. Thank you for your attention, and I look forward to your prompt response. Best regards, Ephata Nanyaro

all is ok