B&B Porta Castellana in Montalcino

I booked two nights at this BnB with free cancellation, but unfortunately, my flight was canceled at the last minute after the cancellation period had passed. I reached out to the staff asking if, as a goodwill gesture, they could consider refunding at least part of the amount, but I never received a response. It’s disappointing, especially because we were really looking forward to staying here. I understand policies are in place for a reason, but some communication or compassion in such unexpected situations would have gone a long way.

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In response to the owner’s public comment, I feel the need to clarify my side, as I cannot reply directly.

My flight was unexpectedly canceled just one day before my scheduled arrival. The moment I received the news from the airline, I canceled the reservation and reached out to the property to explain the situation and kindly ask—out of goodwill—if a partial refund could be considered. Unfortunately, I never received a response, not through the platform nor through WhatsApp, where I believe I may have even been blocked.

I fully understand that cancellation policies are in place, and I do not dispute the terms. However, I acted with honesty and transparency during a very stressful moment, and the complete silence I received in return was deeply disheartening. We were truly looking forward to staying at this place, which made the experience even more upsetting.

This review is not written out of anger, but from a place of sincere disappointment. I still hope that kindness and understanding can be shown in moments where travelers face circumstances beyond their control.