The apartment itself was clean, comfortable, and well-equipped, and we were satisfied with the accommodation once we finally got in.
Unfortunately, the arrival and check-in process was very disappointing. We did not receive any instructions on how to access the property or where to find the reception. By pure luck, a resident of the building noticed that we were looking for the entrance and kindly showed us that the reception was actually located in a neighbouring building.
Without this person's help, we would likely have left and looked for alternative accommodation. We were later told that we should have received a message with check-in instructions, but no such message was ever sent to us.
What is even more concerning is that, according to the receptionist, had we arrived outside reception opening hours, we would not have been able to access the apartment at all. We also contacted Hotels.com support and were told that the property would contact us directly, but unfortunately that never happened.
It's a shame because the apartment itself was perfectly fine. However, clear arrival instructions and reliable communication are essential, and this aspect of our stay was handled very poorly.
