“Do not book a Solaga apartment - urine running down the walls and the worst customer service I’ve ever experienced.
I stayed in one of Solaga’s apartments earlier this year (Merced I) and it was the worst customer experience I’ve ever had.
I was picked up from the airport as planned and taken to Merced I...all good so far. I checked in to the apartment and went out to meet some friends. When I returned that evening, there was a pool of liquid by the toilet (what I assumed to be water) in the main bathroom. As it wasn’t visibly dripping anywhere and it was quite late, I mopped it up with a towel and went to bed. The next morning, the pool was bigger and the ‘liquid’ was running down the walls, it was only when it dripped on my head and shoulder did I realise it was urine from the waste pipe from the apartment above.
I rang the maintenance team and someone attended the apartment after a couple of hours. The maintenance person said that we’d have to move to another Solaga apartment as this one needed repairs but that wouldn’t be a problem. A bit inconvenient, but fine I thought, these things happen. After he’d left the apartment, I rang head office to check when my new apartment would be ready (it’d been at least another hour and considering they have a large portfolio of apartments all over the city, I thought it’d be a quick fix). After multiple calls and emails, I was finally told that there were no apartments available and I had to leave the apartment immediately and find somewhere to stay on Booking.com.
I complained and said that I wanted the Director to find a solution as the company has a duty of care for its guests. He was not interested in helping us find another apartment and we had to find a hotel, which, as it was last minute, was more expensive than the apartment we’d booked for the duration. The customer service was the worst I’ve ever encountered on any holiday. I wasn’t only angry about the way I was treated (and for literally being pi**ed on), it was the fact that I lost valuable time on holiday and that there was no effort whatsoever to help us on the part of the Director and his team. It was shameful to be honest.
Even if they’d said, we’ll find you a hotel of a similar standard and subsidise the cost, that would have made a difficult situation tolerable and I’d be leaving a beaming review rather than the one I’m leaving now. Such a shame but I’ll never stay in a Solaga apartment ever again.
P.S. I was unable to leave a review on their website as they removed my booking from my account so I couldn’t leave a ‘verified review’ on their website for others to see.”
“Cancellation successful BUT attempt to obtain refund of 175 Euros made for reservation over 90 days away was denied emphatically.
Use Extreme caution dealing with Solaga. They have policy that is unrealistic and confiscatory. I have cancelled several other arrangements for this journey that resulted in full refund with NO questions. WAKE UP SOLAGA. You want more business? This is not a way to establish customer satisfaction.”
Posted 3 years ago
We are sorry to hear that you feel this way.
Our terms and conditions, which you agreed to at the time of booking, do clearly state that the deposit is non-refundable in case of a cancellation.
As a gesture of goodwill, we did offer you to keep the deposit as a credit towards a future booking but unfortunately you decided not to take up our offer. With all due respect Steve, our policy is not "unrealistic"; it is very similar (and often more flexible) to any other company in the industry.
Customer satisfaction is paramount to us. We think this is reflected in the fact that 96% of our clients have rated us as either 5* (78%) or 4* (17%)
We sincerely hope that you will try us again in the future.
“No TV for the first 3 days. The taxi they "booked" was a no show. I have rented apartments for many years, many times. My first experience with Solaga was horrible and will never book with you again.”
Posted 3 years ago
We are sorry to hear that you feel this way. The TV in the apartment is working fine, however you were expecting a selection of channels in English that are unfortunately not available through the normal Spanish cable. As far as the taxi not showing up when it was booked, as you can appreciate we have no control over city taxis. We do offer our own private transfer service which is totally reliable and available to everyone staying at one of our apartments.