Cosy Perle - T3 - Quartier des halles & Parking souterrain

😊: Very easy to find the keys and car park with helpful videos. 😢: Nothing..

😢: AVOID AT ALL COST!! Firstly, the code to the lockbox (8668) that was sent via booking.com was incorrect and the host was difficult to get hold of. She would not answer the phone and when she finally messaged me, she was slow to respond to my questions. We were stuck in Pau with three children after a 1000 mile drive from the UK. I managed to access the building and tried the key code on all of the lock boxes in the building. None worked! When I was finally given the correct code, almost 2 hours after arriving, I tried all of the lock boxes again and only one worked, so we presumed this was the apartment we’d booked. Even though I had asked multiple times which floor the apartment was on without any response. Upon entering the apartment, it was dirty, the beds unmade, food in the fridge, all dirty sheets in the wash basket. We decided to leave and find a hotel, that cost us over €400, as it was the only one out of the ten we called that could offer a family room. It was only after we left that the host finally sent me a message with all of the information that would have been helpful before we arrived. By this time it was almost 9pm, and my three children, aged 2, 8 and 9 were tired, hungry and upset. I had no choice but to find them a bed to sleep in. The host was, herself, at the airport with her children, and informed me after we left that we’d accessed the wrong apartment. How is that even possible? The customer service was terrible and we weren’t provided with the correct information. Only one lockbox worked with the 2nd code we were given. So regardless of the information that we were given almost two hours after we arrived, the fact we were able to gain access to the incorrect property shows a lack of organisation, and a complete disregard for customer service. Booking.com and the host refuse to offer a refund!!.