Hotel i Lecce Historiske Centrum, Lecce

"The apartment was in a fantastic central location and generally quite nice, though it was somewhat dirty upon arrival. We were happy to stay there—until the last day, when the keypad system used to access the building and apartment completely failed. One member of our group was still inside, thankfully, but the rest of us were locked out. At 3 PM, we contacted customer service and were told they were aware of the issue and that a city manager would come by. We waited. Multiple new access codes were sent—none of them worked. At 7:30 PM, we left for dinner and informed support. They said they’d keep us updated. By 9 PM, still nothing. Returning to the apartment, we were still locked out with our 1-year-old crying. I called support and was asked to try the same codes again, then told to film myself doing it. When I pushed back, the agent hung up. Another supporter wrote during this call saying everything was working. The next agent asked for the same video and wouldn’t escalate. I begged them to call someone local—they refused. Finally, at 11:30 PM, a third agent actually helped. They skipped the video, contacted the city manager, and gave us an override code in five minutes. The next day I asked for a refund—it took 20 messages and being offered just 15% off a future booking before getting a fair refund. The apartment is nice, but the support system is completely unreliable. If anything goes wrong, expect hours of stress, no urgency, and no real help. Never again."