STAY AWAY FROM THIS APARTMENT!!!
My friends and I had the worse experience in this apartment. We arrived at the apartment, where we were greeted by Catia, who was the assistant. Catia showed us the apartment and gave us a tour to make sure that everything was alright in the apartment. We noticed quickly that the duvet, pillows, heater, and lights in the master bedroom were missing. We pointed it out to Catia, who called someone in their management, who promised to fix it before the day ended. Catia left the apartment shortly after and seemed to be in a rush and didn't want to stay and finish up viewing the house. She gave us a number to call in case of any problem and quickly left the apartment.
Later on, when we got back home from town, we noticed that the sofa bed was still not fixed and the duvet, pillows, heater, and lights were still not working. No one came to fix the things that were promised to be fixed. I called and texted Catia several times, but she ignored my calls and messages. I texted Clara, who's the owner of the house, but she didn't respond either. I decided to call the number Catia gave me earlier and talked to their management team, who were very rude. I spoke to a very rude lady (I can't remember her name), who didn't seem to care about our situation. We explained to her that we needed someone to come and at least bring us a duvet so that one of us could sleep on the sofa bed. But she didn't care. She told us that no agents were working at that time and that we had to wait until the next day to receive the duvet. She also told us to cancel and check out if we were not satisfied with their services and the booking. We then asked to be relocated to one of their other apartments since nothing was working in the current apartment, but she refused to do that. Clara (the owner) texted me shortly after and told me the same thing as the women from their customer service. I asked Clara to call me on my phone because I wanted to create a better dialog with her, but she never did. She kept on texting me on the Airbnb page.
We ended up sleeping three people in a tiny bed because Clara and her team refused to help us. The apartment was generally very cold, but there was nothing to do because Clara and her team refused to come and help us. There was no soap for washing our hands in the bathroom, and they were no lights in the master bedroom and no pillows to sleep on. We ended up sleeping very uncomfortable in an extremely cold apartment, thanks to a careless and totally unprofessional Clara and her team.
The next day, at 11:30 am, an agent passed by with a duvet, which was kinder of a joke because we had already gone through hell the previous day. We don't understand why they couldn't have sent the help earlier when we asked for it the previous day instead of sending an agent super late the following day. Their actions showed that they didn't care about our needs. By the time the agent arrived at the apartment, were their services not needed because we were already heading out to start our day in town.
We felt extremely uncomfortable in Clara's apartment, and their services and actions towards our requests made the whole experience even worse. Clara sent several messages before our arrival, stating that they were there to help in case of anything, but when the problems appeared, they were quick to ignore our issues or help us with any requests. The apartment was tiny and did not have space for three people. We didn't get the experience of sleeping in an apartment that could accommodate three people because we ended up sleeping on top of each other since the duvet and pillows were missing from the sofa bed. So many things were missing in that apartment, such as lights, soaps, heater, etc. But no one was there to help when we needed the help.
I would NOT recommend this place to ANYONE! STAY AS FAR AWAY FROM THIS APARTMENT AS POSSIBLE. The owner and their management do not care about their customers or their needs. They are very rude and unprofessional. Nothing in the house works, and it is not suitable for a group, but more ideal for a couple due to the apartment being very tiny.
We have taken further actions to involve the Airbnb customer service and our bank to get a full refund for this booking. We have also requested Clara to send us our refund, but she has not responded to our request. We will not return to this apartment, and we would like to warn people about this terrible experience. We had a horrible experience in this apartment, which is Clara and her unprofessional team's fault.