Masseria Asciano — Hotel in Ostuni

Very bad customer experience! as a foreigner, think it twice... ❌ After having booked on Booking.com, i've been contacted few days later on WhatsApp by a staff member asking for my personnal email address - thus breaking my privacy instead of using Booking.com messaging functionality. The deal was that I would get a better price by canceling the reservation and paying them without intermediate, with more details that actually shown a lot of extra costs to have a towel, air conditioning but also paying more by arriving too late at check-in and so on. In a word only drawbacks and insurances would get lost. Ignore this! For personnal reasons, i had to cancel my stay before my arrival and fly back. I cancelled on booking.com and obviously called the Masseria to let them know. What a mistake, I realized the day after they just took the opportunity by taking the full amount reservation (more than 500€), although Booking.com clearly mentionned i would get half of amount paid back, as booking.com confirmed me after having sent them a request. Since i obviously didn't get any invoice from Masseria, i had to contact to bank to get a proof of financial operation to forward it to CS. BUUUT, the tricky Masseria registered them on Booking with a company name that doesn't match the one of there bank account, so that Booking.com can legitimately not consider it as an acceptable proof! Fair enough, i decide to contact per email Masseria Asciano (plus call them to ask for a confirmation they received my emails after a week without any reply). Given the person (Maria I guess) cannot speak english, i 'm pleased to call again when the person responsible for commercial stuff will be available. This will be my last contact through phone, after what i'll keep being ignored... I then send plenty of emails over months (still keeping active contact with booking.com and adding Masseria in CC) attaching a lot of personal informations and 5 months later, i get a reply in English (wow!) notifying me that Masseria.com will achieve the task to refund, asserting that information gets lost because of turn over in the team, but asking me the same document I sent months before. Fair enough, i send it again also on WhatsApp. And then... nothing happens. I then start to harass Booking.com to do something, telling them i won't give up. I even had access to all the intern communication protocol, and realized how much time Customer Service involved because of uncompetent, or better said unfair Masseria. They also had contact with Masseria that was promising the same 5 months before, just not doing it. Fortunately, i could come to an agreement with Booking.com that they'll retain money of next reservations on Booking.com at the Masseria as a penality and use that amount to pay me back partially. Now it's clear that Masseria want to deal with it's own rule, so be aware of it!!! And there are many others Masseria around - also cheapers one, so my advice would be to skip this place for a better...

this is a a very beautiful masseria a short drive away from the city of ostuni . the rooms are modern and the courtyard has a stunning setting. you hear and see a variety of birds, animals, trees, plants, etc etc. its feels like an agriturismo with lots of rural italian charm. once you sit there, you dont feel like getting up. ||||roberto was very helpful during the booking process via email. infact i couldnt make it during the official checkin hours (till 8 pm) and he was patiently waiting for me. he also has great tips of things to do around the area and speaks excellent english.||||the family who owns the masseria make you feel at home. they dont speak much english and we didnt know much italian. however we still managed to had few conversations ! the outdoor pool was closed when we checked in but as temperatures were rising they cleaned it and got it ready for use immediately.||||the breakfast is limited could be better with the addition of espresso / cappacuino like elsewhere in italy . also wifi is only near the reception (although this is one of the places most enjoyed without wifi !!). ostuni is a lovely town and there are lots of beaches in driving distance. ||||on the day of checkout the owner lady gave my daughter a small gift and nice freshly picked oranges from the farmhouse. when we checked out we forgot our ipad in the courtyard and they called us immediately to...

We were 3 and shared a two bedroom fursnished apartment in the style of a condo, equipped with a small kitchen, bathroom, a private terrasse and outdoor shower.||The mini house/apartment was simply decorated and furnished with rustic furniture. No tv nor radio in the apartment...you won't need it!||The masseria is beautiful, you can enjoy a walk among the masseria paths and its olive trees or fig trees and enjoy its subtle smells. The masseria is nicely decorated, its paths are full with trees, flowers, swings, chairs, you'll find a patio where to have an outdoor summer breakfast and small swimmingpool as well. It's a real taste of Puglia, a marvellous southern italy region where the masseria is situated.||From the masseria, you can reach the city of Ostuni in less than 10 minutes by car. Ostuni is a small city represented by its white color, its rich history, its genuine food and great restaurants and bars where to chill outdoor and enjoy the sweet southern...