Jan H.

In June I stayed at Casa del Capitano (*******) in Massa Lubrense, Italy. On my return I complained about the 'check in' procedure which basically was being left stranded in a deserted garage for well over an hour with 2 young children late at night. In the end I felt that I had little option than to book into a hotel as I was unable to contact the representatives although I rang them over 40 times.
The level of customer service I have since received from booking.com in regard to my complaint has been disgraceful. They are unwilling to offer a refund for the hotel or a nights stay at the villa. In fact I feel that they think we are lying about our experiences. I would advise anyone who is staying at this villa to arrange an early flight and arrange to collect keys from an office. We are also being discriminated against as we made our complaint on our return, we were away for 1 week, had limited wi-fi, what do they expect you to do? On this occasion the company they represent are Feeling Italy whose customer service again has been a disgrace, their representatives are among the most unhelpful I have ever met, they barely spoke and when they did it appeared their English was limited, no apologies were forthcoming. The whole process is appalling & needs some serious thought both by Booking.com and Feeling Italy. I won't be using either of these companies again.