Let me describe our story and the way we were served…read more The arrival day. Despite calling one hour earlier to inform the key holder about the time of the arrival no one was waiting for us. The man arrived after two reminder phone calls. After several hours of driving we were forced to wait another 30minutes in the car. We rung to remind that we are waiting and the lady called Gertrude nearly shouting at us told us to wait there. Without any introduction or welcoming the man took the deposit of 500EUR plus additional 10EUR for cards etc. No explanation was given. In the flat. I was surprised and disappointed as for 1557EUR weekly rent there was no: Internet or baby sleeping arrangement. No mentioning simple things such as toilet paper in one of the toilets, no hands soap, washing liquid, dishwasher tablets. We had to supply all of the above items ourselves. We were given one parking permit for 2 cars, we were told to look for the car park elsewhere. There was a dirty sock left behind in one of the bedrooms by previous holiday makers. Despite informing about young baby arriving there was no cot for a Little One. Sunday (2nd day). In the evening we released the TV was broken. The second one was also not working. The key holder Gertrude did not answer our phone calls. When the telephone was finally picked up the lady asked us to wait for the cable man. Gertrude literally told us to come back at 5pm and wait for the TV engineer! After minutes of negotiations when we told her we are on holidays the woman agreed to make the appointment with the engineer without us staying at the flat. Condition of the flat. Broken door glass. Broken towel rack in the bathroom. Loose handle on the shower door. Shower hoses were broken. Absolute filth and stinking also of cigarettes toilet. Kitchen utilities were mostly broken and not complete. Frying pans were stripped of Teflon coming of it which health hazard. Departure day. On the departure day, there was 8am set for the key holder to pick up the key and return the deposit. We got up very early to be ready for the place to be returned. We had to wait until 9 o'clock and Gertrude just showed the worst ever customer service. She told us to shut up when we complained that we have to leave. She told us we are not getting the deposit back and on the way up to the flat she accused us of the broken items. It looked like she was preparing to punish us for our demanding of time keeping in the way of holding of the deposit for the condition of the flat she hasn't seen yet. When we got into the flat she knew exactly where to go to show us the broken items. It was like it was set up on us to blame straight away. She then locked herself in the flat and did not want us to get back in. In addition to that she ripped out the deposit payment receipt from my hand and did not want to return it until we rung the police. Only then gave it back to us. The cleaner Gertrude, her husband and her team are the worst kind of people to run the business. They cannot clean the place, keep the times agreed and are rude beyond believe. I cannot also believe that we paid 180 EUR for the cleaning. We were outside and the cleaners finished in 50 minutes. Then they left. Deposit refund On the top of things we waited for our deposit for 2 month and we only got 300 EUR as Alpen Apartments kept 200EUR for hovering the carpet. It was actually left cleaner than it was on the arrival. Alpen Apartments also complained to us that they have to pay the bank transfer fee! We live in the UK and had to pay the same when booking was made. It was very sad ending of the holiday. We would not advise anybody to use Alpen Apartments