If you’ve rented a room through idealista and discover upon arrival that it doesn’t match the listing, it’s important to document everything and act quickly, as you have 48 hours to report any issues.
Here’s what to do:
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Document the situation
Take photos and videos of the room as it is, comparing them with the images and description in the listing. This will be key as evidence.
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Contact the advertiser
Try to resolve the issue directly with the owner or property manager through idealista’s secure chat. Sometimes it may be a simple mistake or misunderstanding.
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Contact the idealista team
If you’re unable to resolve the issue with the advertiser, contact our team by emailing reservas@idealista.com and explain what happened. You can attach the photos and videos of the room to help us look into the matter.
You can also call our customer service team on 917 012 031, Monday to Friday from 9:00 to 21:00, and weekends from 10:00 to 18:00.
We’ll review your case as soon as possible and, if we’re unable to help you reach a satisfactory agreement, we’ll request a refund for your booking.