Rolandino Apartment by Wonderful Italy

Dear Kerstin, Thank you for your kind feedback. We regret to read about your frustrating experience and the significant inconvenience our last-minute cancellation caused you and your group, especially given your long-standing booking and the festival. There's no doubt that being informed of a cancellation just hours before arrival, while you're already en route, is an incredibly difficult situation, and I completely understand your anger and disappointment. As we communicated at the time, the cancellation was due to unforeseen safety issues with the apartment that made it impossible to host you. While we always strive to honor reservations, the safety and well-being of our guests must always be our top priority. We have also immediately processed a full refund for your booking. I apologize if our subsequent communication fell short of your expectations. We were dealing with an urgent and unexpected situation, and it seems we did not manage to provide the timely follow-up you deserved. This is certainly not the standard of service we aim for, and I regret that this experience has led you to feel you would never book with us again. We are taking your feedback seriously as we review our procedures for handling unforeseen circumstances and guest communication to prevent similar situations in the future.