Malagnou | Spacious and luminous apartment in Geneva

This review is inaccurate. The reservation had to be cancelled due to an unexpected technical issue with the property, which unfortunately made it impossible for us to accommodate the guest. The booking was made and paid through VRBO, and VRBO has already processed the refund to the guest. We therefore do not hold the funds and have no outstanding refund to issue. We regret that the cancellation was necessary, but the statement that the guest is still waiting for a refund from us is incorrect.

We would like to clarify a few points for future guests. Our check-in policy is clearly stated in the listing, with arrivals accepted until 11:00 PM. Unfortunately, your train delay resulted in an arrival time beyond the advertised check-in window. While we understand that travel disruptions can be frustrating, circumstances beyond our control cannot alter the operational constraints communicated prior to booking. Regarding the keys, we did not "attempt" to charge you without reason. The keys were not found in the designated mailbox following your departure, which led us to believe they had been lost. Any inquiry regarding replacement costs was solely based on the fact that the keys were initially unaccounted for. As for the supplies, the amenities provided are exactly those described in the listing. We strive to ensure complete transparency so that guests know precisely what to expect before their arrival. We regret that your experience did not meet your expectations, but we believe your review does not fully reflect the facts or the information clearly communicated before and during your stay.