Rio delle Fate, a Fairytale Home along the Stream in Vorno, Lucca

Very good

8.0

lovely peaceful spot, and good value

8.0

very peaceful setting by the stream

− Kitchen area was rather small for preparing food, limited worktop space, and no storage space for food bought other than the fridge, but it was fully equipped and we managed fine

An idyllic location sadly marred by the mistake and consequent rudeness of the property agency.

4.0

The owners were very accommodating and bought over the loungers on the second day featured in the photos, as they had not been at the property and we wished to use them. The property is very sweet and the gardens special. The downstairs is smaller than it looks in the photos and because it is laid out over 3 floors this needs to be considered. A wonderful location and the neighbours are very friendly! However the entire stay was marred by the property agency mistakenly charging us TWICE for the €300 property deposit. Initially, they failed to reply to any of the messages I sent to their direct chat box but after a few days when they did reply They then made us feel we were being unreasonable to request it to be returned promptly, however we had to wait over TWO weeks for it to be received back into my account. Given it was their mistake, they could have made a fast payment. I appreciate mistakes can happen, but their customer service fell way below what is acceptable given the circumstances and added considerable stress to the financial situation.

− Additionally , the key collection was unnecessarily stressful. Our flight was delayed by 4 hours, I kept the Agency rep up to date with all the timing details as they evolved. However, she continually texted and called us when we were en route adding pressure to the journey, which was not helpful. If they cannot arrange a rep to be available in the case of delays they should arrange a back up key collection system such as a key box. This would have been preferable for us as after a day of travelling, rather than a rep who was clearly unhappy at our delay. Unfortunately whilst the Agency is employed to manage this property I would not recommend booking this property.