Business ProfileforGoway Travel

Goway Travel arranged three nights accommodation in the ****** ***** ********** [Italy] Apartment **********. This was a portion of the tour we booked - Goway reference #****** for ******** * ****** *****. Our travel agent was ****** *********. We viwed the link ****** provided on May 24th and liked the apartment. But because there was no disclosure about how to access the property, we were unaware, until we arrived at the property on September 9th of how difficult it was to access. ****** *** ******** *****. We counted over 100 "steps", there was no handrail and no lights. We did try to make the climb, however due to safety concerns we needed to stop. If we had been told about this situation when ****** suggested it we never would have agreed to stay there. Because we could not access the property we were without a place to stay. Goway staff attempted to assist, but had no alternative accommodation. It was ***** who was finally able to secure an accommodation. We asked Goway for reimbursement for the cost of the apartment we were unable to access. Has the business tried to resolve the dispute? No - Goway refused to accept responsibility. President ***** ***** hasn’t responded to us. ****** and her manager ****** ***** claimed that "all documents were provided prior to your departure". That's not true. We did receive a detailed description of the apartment itself from ****** back on May 24th. But there was no indication of the need to walk up those difficult, unsafe steps. And that's all we knew about the apartment until we arrived in Florence, since final details and access code weren't sent until 72 hours prior to check in. Thus we didn't realize what the situation was until we were in Monterosso, when we got confirmation of the address and the access code. Goway later said “we should have reviewed the properties”, however we couldn’t review access to the property since they never indicated what access entailed.