citypop.com Reviews 9

Absolutely terrible experience and customer service. They agreed a refund on the 23rd of February, after they finally accepted their fault regarding us paying too much for our stay (because of a technical error in the booking confirmation). It is now more tha a month ago since they agreed paying us back, but we haven’t heard from them since and we haven’t seen our money yet. Now it is impossible to get in contact with them. So the big question is will we ever see the money?

Documented Concerns Regarding Tenant Rights, Charges and Contract Handling
I am sharing this experience based entirely on documented communication, including emails, WhatsApp messages and payment records.

During my daughter’s tenancy in a City Pop apartment in Milan, the following issues occurred:

• Two unauthorized entries into the apartment took place without prior notice or consent while my daughter was inside. In one instance she was in the shower, and in another she was asleep. These incidents raise serious concerns regarding the tenant’s right to peaceful enjoyment of the property.

• A €200 charge was applied directly to my credit card without explicit authorization and without any invoice or supporting documentation.

• The rental agreement was unilaterally shortened to April 16 without reasonable justification, despite prior written confirmation that my daughter could remain until the end of the contract.

• We received contradictory written communication from Ms. Francesca Tarantino. On one day she confirmed in writing that my daughter could remain until 01 October 2026, and the following day she informed us that she must leave by April 16. Both communications are documented.

• Allegations of misconduct, including smoking, were raised by management; however, these allegations were not substantiated during the inspection of the apartment.

• Misleading information regarding natural sunlight: prior to renting, we confirmed several times — including multiple written WhatsApp confirmations — that the apartment receives natural sunlight. In reality, the apartment does not receive sunlight. The rental decision was made based on this repeatedly confirmed information.

• A damage claim exceeding €2,000 was later presented based on what appears to be minor marks and normal residential wear, which seems disproportionate.

• During the communication process, we experienced behaviour that we perceived as hostile and potentially discriminatory based on nationality.

• Although the rental agreement was accepted through the City Pop system, a copy of the contract was never provided, despite several written requests. This prevented us from verifying the contractual basis for the charges and penalties applied.

We have initiated formal consumer procedures and contacted the company’s management in order to resolve the matter professionally.

Given the seriousness of these issues, we respectfully request the attention of the relevant consumer protection authorities in Italy to review this matter and help ensure a fair and transparent resolution.

All supporting documentation is available.

Good location, but that’s it.

A terrible experience and a huge scam. We stayed there for four months and had a booking confirmation with an agreed price for the entire stay. Nevertheless, we were charged several thousand more than agreed, and when we tried to correspond with them about it, they were impossible to communicate with. In addition, we still have not received our deposit back. All in all, a dreadful experience and a hotel that cheats its guests.

Overall, a very bad experience and a huge scam that you should stay away from.

They how now agreed a refund, because of their mistake. unforunatly after they agreed they stopped responding, so i have not heard from them in a long time now. Worst service ever. Will stay long away in the future and would recommend everyone to do the same.

I have never accounted such an unprofessional stay and company.
City pop scam their costumers and then they don’t have fully proof of their claims.
Stay FAR away from this company, I saw bad reviews about it and decided to book it anyway. I deeply regret that decision.
Stay away from City pop.

Nice room design. The working space was also very useful.

Stayed at City Pop and had a serious issue: the apartment was over 30°C, and no windows could be opened. Support was app-only chat, no phone, and they didn’t respond or fix it for days. Absolutely terrible—not livable conditions and zero help when you need it. Do not book with them!

🚨 SCAM ALERT – DO NOT BOOK! 🚨

Stay away from this hotel unless you want your holiday ruined.

I booked a room through Booking.com, got charged, and was never given a room. When I contacted the hotel, I was told they didn’t receive any booking — even though I had a confirmed reservation and proof of payment.

Worse, the customer service was shockingly bad. I spoke with three different people who all gave me the runaround. Each time, they put me on hold for 30+ minutes, only to never return to the call. I spent over 2 hours trying to get help and got nothing but silence.

This place is either completely disorganized or deliberately scamming guests. Either way, avoid it at all costs. Your time, money, and peace of mind are worth more.

❌ Never booking here again.
❌ You’ve been warned.