“Do not book a Solaga apartment - urine running down the walls and the worst customer service I’ve ever experienced.
I stayed in one of Solaga’s apartments earlier this year (Merced I) and it was the worst customer experience I’ve ever had.
I was picked up from the airport as planned and taken to Merced I...all good so far. I checked in to the apartment and went out to meet some friends. When I returned that evening, there was a pool of liquid by the toilet (what I assumed to be water) in the main bathroom. As it wasn’t visibly dripping anywhere and it was quite late, I mopped it up with a towel and went to bed. The next morning, the pool was bigger and the ‘liquid’ was running down the walls, it was only when it dripped on my head and shoulder did I realise it was urine from the waste pipe from the apartment above.
I rang the maintenance team and someone attended the apartment after a couple of hours. The maintenance person said that we’d have to move to another Solaga apartment as this one needed repairs but that wouldn’t be a problem. A bit inconvenient, but fine I thought, these things happen. After he’d left the apartment, I rang head office to check when my new apartment would be ready (it’d been at least another hour and considering they have a large portfolio of apartments all over the city, I thought it’d be a quick fix). After multiple calls and emails, I was finally told that there were no apartments available and I had to leave the apartment immediately and find somewhere to stay on Booking.com.
I complained and said that I wanted the Director to find a solution as the company has a duty of care for its guests. He was not interested in helping us find another apartment and we had to find a hotel, which, as it was last minute, was more expensive than the apartment we’d booked for the duration. The customer service was the worst I’ve ever encountered on any holiday. I wasn’t only angry about the way I was treated (and for literally being pi**ed on), it was the fact that I lost valuable time on holiday and that there was no effort whatsoever to help us on the part of the Director and his team. It was shameful to be honest.
Even if they’d said, we’ll find you a hotel of a similar standard and subsidise the cost, that would have made a difficult situation tolerable and I’d be leaving a beaming review rather than the one I’m leaving now. Such a shame but I’ll never stay in a Solaga apartment ever again.
P.S. I was unable to leave a review on their website as they removed my booking from my account so I couldn’t leave a ‘verified review’ on their website for others to see.”
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