クヴァルト アパートメンツ トヴェルスカヤ(Kvart Apartments Tverskaya)

During check-in, we wanted to check that everything was working and we noticed that there was no hot water. The boiler wasn't working properly. It was -10 degrees outside, so it wasn't possible to use the shower. The lady that came to check us in confirmed the situation by phone to her supervisor. The supervisor informed us they could only send somebody to check the problem a day after, without guaranteeing that the problem would be fixed at that time. Considering that our booking was only for 2 nights, this was unacceptable. The supervisor reassured us over the phone that due to this problem, they would cancel the reservation and refund the payment to us in full. We had no other choice, but to book a different accommodation and then walk to a different place with all our luggage in the snow when it's -10 degrees outside! When I later contacted hotels dot com about the refund, I was informed that the management of the apartment didn't acknowledge the situation and didn't agree to issue a full refund. They were ready to make a 50 percent refund, which was not acceptable considering that they didn't check the apartment properly, that we had to pay for an alternative accommodation, and that we had to deal with the hassle of finding alternative accommodation and getting there with all our luggage in the snow when it's -10 degrees. 17 days have gone since then, and we are still waiting for a response. I don't know if the boiler has been fixed, but keep in mind who you deal with!