We've been planning this Italy trip within a tight time frame (6 weeks or so).
We booked an apartment in Rome with SleepinItaly.com. Although communication with them was a bit slow, we were happy and felt relieved everything was set.
A week after our confirmation, they sent me an email saying that there had been water damage in the apartment we reserved and they were moving us to another apartment. The two other apartments they gave us a choice between were not in the same area as our the original and IMO were much less desirable.
I told them that these choices were not acceptable and we would simply like a refund.
Nine days later I get an email saying they have located an apartment for us in the original area.
We have already booked other accommodations as we leave next week! I emailed him and told him as much...
If you guys are interested I'll keep you posted on what happens.

Hi Marci,

I am really sorry about your experiences with Sleep in Italy, please keep us posted, I hope they do indeed refund your deposit.

What an unfortunate thing to have happen, especially with your tight time frame.

Hope it all works out, keep your chin up, T.

Marci77...I'm so sorry you had a bad experiece with sleepinitaly.com. We just returned from Rome last Friday and our experiece was excellent. Giulia was responsive and helpful...especially during the Pope's illness and subsequent death...we were honestly concerned that we could potentially be "booted" out for a higher rent. She reassured us that all was well and it was. I don't think I ever had more than a 48 hour delay in response. I hope you have a wonderful trip. We loved Italy.

Well I got an email back yesterday saying they would refund my money. I guess even though it has been a bit frustrating it looks as though they are doing the best they can under the circumstances and I can't fault them too much. If I don't get my money, I'll post again.

I see no reason why they wouldn't refund you. They're not in business to destroy their business.

SleepInItaly is a very small operation that handles many apartments, owners and customers. Their email box is always filled and difficult to clear. For speedier service, try calling directly.

Apartments often have last minute issues that are beyond anyone's control. No agency can offer an inventory of apartments the way a major hotel can offer rooms. This is the primary reason why a hotel is a safer bet. Renting an apartment requires flexibility and flexibility will lessen frustration when things don't go as expected. It's the nature of the beast.

Hi M,

As far as I can see, SleepinItaly did a fine job of trying to get you an apartment after the unforseen problem with the water pipes.

Hi Marci,

I am glad that they have agreed to refund your deposit.

While I agree with you Ira, that they totally did make an effort to find her another apartment, after Marci told them she did not want those apartments as they were in an area not to her liking, and prefered a refund as she had found new accommodations independently, they should have refunded her deposit immediately, not dangled her there for nine days. (Heavens, that was one long run-on sentence, ha, sorry!)

Happy that you willing be receiving your refund Marci, have new accommodations to your liking and will be on your way.

Look at it this way, that was your glitch, hopefully the rest of your vacation will be smooth sailing!

Good luck T.