Avis B&B Al Castello

B&B lost our pre-paid booking and double booked our room. We were left with no place to stay. Owner was rude and unhelpful in providing us with or helping us find a reasonable alternative arrangement. We ended up having to stay somewhere else with significantly higher cost.

I spoke to one of your representatives the other day and she said her supervisor would call me back at 7am my time but they never did so I was left waiting for hours by the phone. The customer service officer I spoke to is Pallavi. My complaint is as follows: I booked accommodation through wotif by searching 'accommodation close to Milan Malpensa airport'. On your search results it told me B&B Al Castello is 4.29km from the airport (I have attached a screenshot of the search I did and the quoted distance from the airport as proof). When I got in a taxi and showed them the accommodation it turned out it was 20km from the airport - nearly 5 times the advertised distance - over a 30 minute car ride. It ended up costing me 47 euro to get there in a taxi and 65 euro to get back to the airport for an early flight, I have attached receipts for the transport costs. Wotif falsely represented the distance to me and as a solo female traveller aged only 22 I did not appreciate ending up in a random village quite far away from the airport where no one speaks English (not even the accommodation owner). I would never have booked the accommodation if your website had of accurately represented the distance from the airport. I was also stuck on an international call with your company for over 40 minutes and received no follow up call or email afterwards - you should be embarrassed by your customer service