An awful experience - that went from bad to worse!

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Pillow Apartments
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catbennett's review of Pillow Apartments

“An awful experience - that went from bad to worse!”

★☆☆☆☆

written by catbennett on 14/06/2011

I have never written a bad review about anyone before , but feel it is important to other travellers not to undergo the same problems that we had on our recent trip to Barcelona.

In chronological order, the problems we experienced were as follows:

Arrived in Barcelona to a text advising that we were no longer staying at the apartment we had booked, and given a number to contact to meet at the new apartment.

Upon meeting at the new apartment, we were advise that the apartment we had booked had water damage, and that we would be moved to this apartment for a maximum of 2 nights only and that they would sort us out something after that.

The representative wanted us to pay the full weeks deposit of 200 Euros , despite being moved last minute to a different apartment with no guarantee of another one. We had to argue with the guy , and after an hour of arguing agreed to pay him 100 Euros as it was late at night in Barcelona, and we didn’t really have any other options.

The next day pillow apartments advised us that they could not find us any new accommodation. After repeated phone calls to an international number, which was very expensive, they agreed to give us our money back and stay free of charge in our friends apartment (luckily we had other friends travelling with us).

We moved to the new apartment (which was smaller and dirtier than it looked on the advert). The air conditioning unit didn’t work, and the electrical supply kept going off due to water leaking from the roof of the apartment. The water was a brown colour and we were also worried about hygiene. The representative suggested that it may have been water dripping from the upstairs toilet , and quickly took it back when I started to complain.

The electrician was called the first time and seemed to fix it , however on the 2nd to last day, water was leaking through so badly that the electricity was completely off and we were scared to flick the trip switch as we had been advised to do. We asked pillow apartments to come back as we were worried about our belongings and our safety if we stayed in the flat.

Pillow Apartments moved us to a new apartment overnight , we were advised that this was the only one available. We were told it was the original apartment my boyfriend and I were booked in. It was small, dirty, and was infested with insects. The two friends who had kindly let us share their flat, had to share a futon. We had no covers as there was only covers for 2 people in that apartment. The “outside area” that was advertised, was a shared outside area (not clear in the advert) and was basically a smoking area for the whole block of apartments. You could not open the windows in the apartment due to either smoke from the shared area or the noise from the traffic on the other side of the apartment. Facilities were shared (ie washing machine) with other apartments and the bathroom was smaller than a cupboard. We were grateful that we had not spent over 500 GBP staying in this apartment as it was disgusting.

We went back to the apartment the next day. A cleaner arrived as we had been advised , and stayed for about 5 minutes to mop up the water. No detergent or anti bacterial product was used for cleaning. We got to the apartment at 9.00am and saw no sign of an electrician. We emailed and visited pillow apartments to complain during this day and evening , and still have had no response.

We are generally very accepting people , and appreciate that things don’t always happen as planned. However , in this instance , we felt we were being taken advantage of and our holiday to Barcelona was ruined by the bad management at Pillow Apartments.








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