Misleading Listing, Unsafe Apartment, and Unprofessional Handling by Management
I booked an apartment managed by Moka Italian Holiday Homes (La Finestra su Pisa) via Booking.com, and the experience was deeply disappointing.
The listing failed to mention that the apartment was on the fourth floor of an old building with no elevator—a major omission, especially since we had senior guests and pregnant women . The building itself had exposed metal rods in the staircase, creating a clear safety hazard.
Inside, the apartment was unclean, had a leaking sink, broken doors (including the bathroom), a persistent odor from the drains, and no instructions for waste disposal. We contacted the property manager multiple times during our stay via WhatsApp (as instructed in the lease agreement), but received no response.
After the stay, the property manager acknowledged the issues privately via WhatsApp and admitted the listing was incomplete. However, they later reversed their position when communicating with Booking.com—showing dishonest and manipulative behavior in order to avoid accountability.
Offering a bottle of wine does not make up for unsafe and unhygienic conditions. A property management company is responsible for accurate listings, proper maintenance, and timely communication—all of which failed here.
I would strongly caution future guests from booking through Moka Italian Holiday Homes. Their handling of the situation was not only unprofessional, it was evasive and unethical.