Top2Stay Málaga

Staff in reception

We booked apartment at least a month before our arrival. I explained that our UK airport only had 1 flight on the Wednesday and we would arrive after midnight. The company emailed to confirm that was fine and key would be left in key spafe with details as reception would be closed. I then had email couple of days before our flight asking what time we would be arriving to book into reception! This was worrying. So I explained again Details above . My son lives in Spain and speaks Spanish. I said the staff seemed disorganised and asked him to call them to make sure everything was fine. He reported they were clear. I ordered taxi but accommodation in pedestrianised area. When we arrived at reception and put code in we had someone else's name and no key just a card. I called Top2Stay explained And asked for someone to meet us or resolve. I explained my battery was low when the guy said he'd put me on hold for a few minutes. Think I was on hold for 15 mins. In desperation we explained to a random Spanish guy who walked past us what situation was. We don't speak Spanish. He spoke for long time. Then said we should perhaps stay in apartment of who ever mistakenly had our apartment. He was very kind. Showed us where it was after speaking to company. He managed to open door of apartment which we were unable to do. The next morning I went to Top2Stay reception. They knew of the problem. I said I wanted to put complaint in and would like compensation/ refund of accommodation cost. We felt very vulnerable. I have sent several emails and called Antonio at the reception. He said complaints took 24 to 48 hours. My complaint was raised on 22nd. We've had no apology or follow up. Company has dreadful customer service. I would not recommend. I would still like a reply!

The room was very clean but it had a funny smell.

It was not a 2 bedroom apartment, there was no separation between bedrooms and bathroom. It was one space with no full walls or doors