El Gran González Viviendas Con Fines Turísticos

We booked the property through *********** and paid before arrival. We were given a code to access the property to find it sub standard- the entrance tile were broken, there was a strong smell of damp and rising damp visible, black mould on the living room wall and the roof terrace was blocked with tape as it was unsafe. We had to book alternative accommodation and owner told *********** we did not turn up.

Very disappointed with lack of communication, had to contact the owner 4 times before they replied back to collect keys, no one answers the phone, their is an office near the apts and no one there. When I booked the property it stated there was a pool, which is the main reason we booked it, but we didn't know where to get the key from for the pool door and was then told by one of the residents who also use the pool that it was closed even they couldnt use it, they were angry about it too, we finally realised that a little grey thing with the front door key was the fob key to the pool but then it wouldn't open as we found it had been locked, I called the owner to ask for my money back and we would leave the property as we had booked it for 2 days and we were unhappy with things, and also, lI think it had fleas in the apt as we were itching all the time we were there, also there was lots of bugs and we were a little concerned as the doors didn't lock properly and we were worried to leave any valuables there when we went out. I never got another response from the owner after I asked for my money back which I think is very rude, I stressed to her that I was a travel agent with my own business and I wouldn't dream of treating or ignoring my customers enquiries like she did, she thought I was quite threatening but I stressed I was merely making a point then I heard nothing back It is a shame as the house itself is spacious and if it was given a bit more tlc and you can use the pool as stated then it would be fine......but we won't be visiting this property again especially with the lack of communication from the owner,, her customer care skills require more effort and there should be someone to answer any queries asap not hours later.