Residence Le Vie del Centro

EXCELLENT location, a few steps from the Sassi, all easily reachable on foot. The room is very large, bright and super functional. The bathroom is top, huge shower. Impeccable cleanliness. The accommodation directly overlooks the very busy road, but once the windows are closed you can no longer hear anything. Mrs. Maria is an added value, kind, helpful and will be able to show you the best route so you don't miss anything about Matera! Impeccable, delicious breakfast at the bar!

My review is simply a direct testimony that I unfortunately had not as a guest of the structure, but as a potential guest. I had booked a quadruple room at the le vie del centro residence well in advance (22 November 2023) as we would have to go to Matera for the living nativity scene at the end of December (night of 29 December). We are a family of 4, 2 adults, 1 10 year old boy and 1 17 year old girl. I would like to point out that in the booking confirmation email, ALL the contractual conditions were clear, including the cancellation policy which provided for free cancellation up to 10 days before arrival at the facility. Everything in order. Last minute unexpected event, and we know that with children it is highly probable: my little one, the afternoon before departure, has a very strong cough, I realize that it is difficult to manage and I immediately started the antibiotic. I promptly call the facility, they don't answer and I send a message on whatapp. At that point, we will update the following morning as I am immediately told that the reservation is non-refundable. That's what I do. The following morning I wrote another message and explained that my little one had gotten worse and that in addition to the antibiotic, I also had to add cortisone. I kindly asked the Lady if it was possible to "freeze" the payment for the night (200 euros), and to be able to use it in a period that was more convenient for her, whenever she wanted, so that I would not lose that amount which was not low. Obviously I reassured the lady by saying that the structure had full right and reason about everything. I was simply asking for a courtesy, a kindness. The lady replied that unfortunately the booking was non-refundable and if I had decided to stay at her facility again, they would have tried to give me the best price considering the price of the days I had chosen. Honestly, I'm stunned. We travel a lot, we have exceptionally had unforeseen events that made us suspend our departure, but we have NEVER experienced such little availability at these levels! They ALWAYS froze my fee and made me "spend" it in periods convenient for both parties. However, the 200 euro fee is taken from my rechargeable card and the story is over, or rather the experience is over. One more thing. There was also the availability to purchase tickets for the living nativity scene I obviously accept due to lack of time and provide number of people and age. Time passes and I don't get updated. Among other things, on the official website of the nativity scene I had noticed that the number of entries was currently decreasing. Only once contacted by me, the structure told me that they still did not have the tickets. But at that point I prefer to proceed myself on the official website so as not to miss the opportunity and I'll do it in an instant. This lack of foresight had already struck me.... In the end I wrote this review just to share my terrible experience regarding the reimbursement of the missed night, and I realized that I could never book at this property again since they have a concept of hospitality that is completely the opposite of how I conceive it.