We booked a one-bedroom flat with a large loggia overlooking Santa Croce Square in Florence for 4 nights, paying €1200. The booking process in March was smooth. However, three days before our arrival in August, the agency informed us via WhatsApp that the flat was unavailable due to bedbugs. They offered us a supposedly upgraded two-bedroom flat near Ponte Vecchio or a full refund. Given the short notice and our location in Venice, we reluctantly accepted the alternative, despite it looking inferior based on the photos. Upon arrival, the experience deteriorated rapidly. The check-in agent was late and rude. The flat itself was filthy, dingy, and smelled bad. It was unbearably hot (37-38°C outside), and though the air conditioning worked in the living room, it did not cool the bedrooms. We immediately expressed our dissatisfaction and asked for the refund that had been offered earlier, but were told no decision could be made because it was a Sunday. We were forced to stay overnight, and further problems emerged when using the kettle tripped the electricity. We were left in pitch darkness with no response from the agency's emergency line. With the help of a neighbour, we reset the electricity, and they informed us that the flat was not even supposed to be rented out due to condominium rules. By morning, the internet was down due to the electrical issues. We contacted the agency, but they were dismissive and extremely rude. Despite our complaints, they refused to offer any solution or refund, claiming they needed to investigate. After waiting hours for a response, we checked ourselves into a hotel. The agency later informed us that they would not be refunding anything, downplaying the issues. We also discovered that the flat we had originally booked, supposedly closed due to bedbugs, was occupied, as we saw people on its terrace. This experience was extremely disappointing, and the agency's conduct was unprofessional and dishonest. We strongly advise against booking with this company. read more