Bnbnova Anmeldelser 53

We absolutely do not recommend booking with BNB Nova.
Our experience was extremely stressful from start to finish. The apartment we stayed in (listed now as Regent Park FLAT in Booking.com, located near Regent’s Park / Fitzrovia, London) was completely different from the photos. It was poorly maintained, with visible defects, hygiene issues, and an overall uncomfortable environment.
The €600 deposit was not clearly communicated during the booking process and came as a surprise later. It was also not handled as a pre-authorization, but fully charged upfront, creating immediate financial pressure.
This operation showed a clear lack of good faith in its approach. As a gesture of goodwill, we requested to cancel the reservation and receive a refund once these issues became clear, but this was not accepted, leaving us with no alternative.
The refund process was highly problematic:
We received contradictory information multiple times
We were told the refund was initiated, then told it was not
We were promised a specific date, which was not honored
The process was delayed until the very last moment
The deposit was taken immediately, yet it was held for an unnecessarily long period and only refunded at the very end of the 14-day timeframe. Despite the funds being taken well in advance, the refund was pushed to the last possible day.
Without continuous follow-up and pressure, it is very unlikely that the refund would have been handled in this way.
This caused unnecessary financial stress and uncertainty for our family.
During our stay, we also noticed that the property name had changed and the listing was removed from Booking.com while we were still staying there, which raised serious concerns.
Based on our experience, this operation appears to be part of a broader BNB Nova structure active in multiple locations. We strongly advise future travelers to be extremely cautious and to carefully review recent feedback before booking.
We are also very disappointed with Booking.com’s handling of this situation. Throughout the process, we did not feel properly supported and were largely left to deal directly with the property, despite clear inconsistencies and concerns. This was a major disappointment and not what we expected from a global platform.
Overall, this experience caused significant stress and disrupted our trip. There are far more transparent and reliable alternatives available.

A fuir , c est une arnaque ! J ai réservé un appartement dans le Marais à Paris par Booking sans voir les conditions de dépôt de garantie de 600 euros annoncées avec remboursement seulement après 14 jours sans préciser les méthodes de vérification de l appartement , ces conditions étaient noyées dans un long texte en anglais, j ai voulu immédiatement annuler mais c était non annulable avec une somme indiquée en cas d annulation qui ne correspond pas à celle qui m a été prélevée …

I booked via VRBO , the initial price was 280 euros but then the BNB nova agency told me they had a system issue and the cleaning was not reflected in the price and asked me to pay an additional 80 euros few days before the check in ! I managed to get my booking cancelled as I refused to pay extra. I would not trust them with a 800 security deposit they were also asking . Obviously a very dishonest agency which I recommend avoiding by all means. The apartment was then advisrted at 320 euros.

I am extremely disappointed with my experience with this hotel and feel compelled to warn others.

Despite the ongoing situation in the Middle East, including widespread flight cancellations and complete airspace closures, the hotel flat-out refused to refund my booking. I made multiple attempts to explain the circumstances, providing clear evidence that travel was simply not possible. This was not a matter of choice or inconvenience—it was a force majeure situation entirely beyond my control.

What is most frustrating is that the hotel chose to take my money while providing absolutely no service in return. Hiding behind a rigid “non-refundable” policy in the face of such extraordinary events is not only unreasonable, it is deeply unethical. Policies exist for normal conditions—this was anything but normal.

Their response showed a complete lack of empathy, flexibility, and basic customer care. Instead of acting responsibly, they chose profit over fairness, which speaks volumes about their values.

I strongly advise anyone considering staying here to think twice. If something goes wrong—especially something beyond your control—you may be left out of pocket with no support whatsoever. There are far more reputable and customer-focused places to stay.

I had a very bad experience; the price was not clear and immediately following making the purchase I was asking for information and could not get a response and then a charge that was not clear on my card would not be removed following the cancellation, none of which was clear leading into the situation.

Terrible scammers. They will steal your money and not give it back despite the fact their policy clearly states the deposit is refundable.

ARNAQUE nous n'avons pas été remboursé de la caution

Do NOT book with this host. Not in any city, under any circumstances. This is by far the worst experience I have ever had.

I was charged €750 for a stay that was cancelled and did not get my money back for three months. Customer service is essentially useless, only AI responses, no real help, no accountability. I made the booking via booking.com and contacted them in the errand around 30 times and still got nowhere.

The host, BnB Nova, is completely unreachable. Calls go unanswered, and even Booking.com was unable to contact them. I repeatedly warned Booking.com that this host appears to be a scam, yet they are still listed and actively taking bookings on their website.

This experience was stressful, infuriating, and unacceptable. Never book with this host. And think twice before using Booking.com at all, they allowed this to happen and did nothing to protect the customer!

This has to be hands down worst apartment ever we have seen in our lives, we booked an apartment in London and it turned out to be a nightmare. Heating dint worked, broken tiles in kitchen, bathroom, eveywhere. We were left with no choice, took all our money, took our deposit of eur 800 and never gave it back. dont book.

When we made the reservation, we asked for early check-in. No response. Then a few days before our rental was to begin, we got an email: “Take advantage of our special early check-in offer and add an extra night to your stay at a promotional 20% discount off our standard nightly rate.” So I asked for a direct answer about the early check-in at 12:00 pm, to which they replied, “Our standard check-in time is 15:00, so unfortunately the apartment and key pickup won’t be available before then. We’re unable to grant early access, even at 12:00, as the flat must remain closed until the scheduled hand-over.” EVEN THOUGH THE APARTMENT WAS CLEARLY VACANT THE NIGHT BEFORE. I mentioned that this was highly unusual. They said “Thank you for your understanding.”
I asked about getting a second key, because my husband and I weren’t going to be together all the time. They said no extra key was available. Annoying but whatever.
Then I got home. our booking ended 12/8, so I inquired on 12/10 when they would be refunding my €600 safety deposit. They wrote, “The funds should be available in your account within the next 14 business days.” That seemed like an absurdly long amount of time, but I waited, through the holidays. When I had received no refund by 1/5, I wrote again. No response. On 1/6 I wrote Swikly, the company holding my deposit. They responded on 1/7 to contact the rental company at a completely new, generic email. So I wrote a group email to all three emails I had for BnB Nova, and Swikly, putting everything that had happened in writing and saying that I was preparing to report this as fraud to my credit card company within 24 hours. Finally got responses from actual humans promising to look into it, then the refund finally appeared on 1/7. I asked them to refund my foreign transaction fee for all my trouble (Swikly would not accept either of my two cards with no fees). Just $21. They refused.

Che dire.. la casa a Parigi in cui ho alloggiato era invasa dalle mosche e dalla muffa sugli angoli dei muri e dietro al letto. Sono stata costretta a fare il check-out un giorno prima perchè la situazione non era vivibile. Non mi hanno offerto nessuna alternativa dove dormire nè tanto meno un rimborso (mi sarei accontentata anche di un rimborso parziale). La casa era spoglia, non c’erano nemmeno un sapone o una spugna per lavare i piatti. Dentro la camera vi era il 70% di umidità con un deumidificatore che funzionava solo alla mattina (???). Uno schifo. Meriterebbero una denuncia per le condizioni disumane in cui affittano le “”””case””””.
Sto ancora aspettando la restituzione di 400€ di caparra ma sono passati solo 5 giorni quindi vediamo quando arriveranno..
EVITATELI!

Ok, I read through all the bad reviews of BNB Nova or BNB Nook or Vacation Rentals or BNBNova stay. It's been 3 months since I've been chasing back the 800 euro deposit I gave them, without success. The apartment in Paris had a slippery floor in the bathroom, no toiletries or amenities, an overcrowded space with useless furniture and private artifacts and the check-in process was a nightmare. I agree with everyone that everything about this booking sucked except for the location and it smelled fishy once I started communicating with the management company. I wish I had smelled that earlier with the overpriced check deposit.
We can all agree that even though this sucked, I suggest going beyond that. I booked through Booking.com, meaning that they are the company responsible. They should be the ones who return my deposit, or make sure that I stay a loyal customer. They decided to work with an unethical company that scams people, then it's their responsibility. Don't you all think that we cannot leave this behind?
I am going to make sure I get my money...and I'll do everything in my power to do just that.
I hold Booking .com accountable

Scam. Trying to cancel after finding out this is a scam, booked on booking.com and cannot cancel without paying a cancellation fee. Awful experience

Bnbnova Paris quartier latin, l’appartement était totalement insalubre, odeur de moisissure très forte, des moisissures sur les murs en quantité astronomique et sur une poutre de bois , cela ressemblait à un fromage. Pas de chauffage, donc très froid car c’était l’automne. J’ai dû quitter l’appartement dès le lendemain après une nuit horrible, trouver un hôtel pour les quatre nuits restantes de mon voyage etc . Booking n’est qu’intermédiaire, pour l’instant refus de remboursement du séjour par nova et ma caution de 400 euros n’est pa rendue, soient plus de 900 euros ! Ils m‘ont proposé de rester dans l’appartement pendant les travaux d’assainissement: je cite produits chimiques et peinture ！Tout cela pour ne pas me rendre mon argent ！ Sans compter l’hôtel que j’ai dû trouver par la suite C’est une honte ! Si une personne peut me conseiller pour retrouver ma caution etc , merci d’avance .

Scam company! It's a huge net of bookings where they ask you to pay like 800 pounds deposits after you paid full price for the rooms. Then lots of people don't get their deposits back. I booked a room and I was spammed with WhatsApp messages to pay 800 otherwise I won't get my keys.. to cancel it would cost you extra 150.. they all keep this hidden in long terms and conditions pages.. shame on booking.com giving a platform for the scammers

Une véritable honte concernant ce loueur : un vrai marchand de sommeil.
Nous avons loué directement sur le site un appartement à Paris, totalement insalubre. La salle d’eau dégageait une odeur d’humidité mêlée à une forte odeur d’urine, et des moisissures recouvraient le plafond et les murs. Le plancher était tellement flottant qu’on s’enfonçait presque d’un centimètre — pas très rassurant quant à la structure du bâtiment.
Je ne parle même pas de la propreté ni de la sécurité : des câbles électriques non protégés, un radiateur posé à même le sol…
Nous avons passé la nuit à chercher en urgence une solution d’hébergement à l’hôtel pour notre famille de quatre personnes, dont deux enfants en bas âge.
Nous les avons immédiatement contactés : refus de remboursement, aucune compréhension. Des gens malhonnêtes, à fuir absolument !
Le dossier est désormais entre les mains de notre avocat.
Dommage qu’on ne puisse pas mettre zéro étoile

Scam! Problem with my deposit return in Paris, EUR 400.
Anyone, help, please with this problem.

Untrustworthy operators who will keep your security deposit. We booked a 2 bedroom apartment for 6 nights in Paris. The apartment itself was ok but lacked any and all amenities advertised - no hand soap, dish soap, extra blankets etc. One roll of toilet paper. Minimal kitchen utensils, knives all broken, dishwasher out of order... The location was great though so we put up with the rest.

The problems were with BnBNova, and started as soon as the booking process started. We booked on Stayz/VRBO and even though the platform said I had bookng confirmation and no payment was due for several days, I immediately started getting whatsapp messages from BnBNova saying I needed to pay the full amount immediately to secure the booking. They wanted this done via a payment link off the Stayz platform which should have been the first red flag. They get you to pay off platform so that it is harder for the providers to force them to refund your money. You are also not covered by Stayz refund guarantee if you don't pay via their platform.

Against my better judgement I paid and was then inundated with repeated automated messages about filling out the check-in form and paying the damage deposit, 7 weeks before we were due to arrive. They get you to pay the security deposit of 600 euros via the Swikly payment gateway, and be warned - it is a payment, not a hold like many other rental agencies use. So you will be out of pocket until you get your deposit back, if you ever do.

They offer an early check in but when I requested this I got another templated response telling me it wasn't possible. I contacted them again on the morning we arrived in Paris after travelling 30 hours from Australia and they again said it was not possible. So we go to the key cafe to pick up the key a few minutes before the check in time of 3pm and it won't even open a minute before 3pm, so don't bother asking. The whole process of the key kiosk is not easy either and requires you to have global roaming on your mobile. I had issues and messaged BnBNova on the whatsapp that they provided for support during our stay and got no response. Luckily, I ended up getting the key out without their help.

The biggest issue was getting the damage deposit back. They say that 14 days after check out it is automatically refunded to you. At day 16 I started messaging them through the Stayz app and got no response. Over the next few days I messaged them via Stayz, their whatsapp number and I called the mobile number on their website and got no response to any of my messages. On day 19 I read all the other reviews on here and realised this was a shonky operator so I contacted Stayz, who were great and emailed them demanding action. I received a response to my messages and a refund within 15 minutes of Stayz taking action.

If you haven't booked yet DON'T!

Siamo stati in famiglia nella casa BnBNova - Modern 1BR near Covent Garden,dal 3-10 settembre,casa piena di difetti e rumorosa infissi non all'altezza dei rumori del pub sotto e dei lavori di ristrutturazione che ti svegliano tutte le mattine presto.Cosa GRAVISSIMA ti fanno pagare e prelevano il deposito cauzionale e non te lo rendono,noi aspettiamo da 25 GG nessun soldo reso senza motivo,devi rivolgerti ad un avvocato e nemmeno ancora siamo riusciti a riavere i nostri soldi!

Vorrei segnalare questa azienda che fitta appartamenti a Parigi. Ho effettuato la cancellazione della prenotazione entro i termini e dopo 1 mese ancora non mi hanno restituito i soldi. Ho dovuto denunciarli e chiedere alla mia banca di restituirmi i soldi in quanto avevo subito una truffa. Fingono di avere problemi tecnici per il pagamento. Non prenotate mai con loro.