Horrible organization, great appartment. Let me explain:
1) When we arrived I called to customer service and they didn’t help us with our suitcases and bags although the fact that;
2) our appartment was overbooked; we had to walk all the way back with our suitcases to the parking (in the heat with a child);
3) we’ve got a new apartment but when I called for the check-in and someone came to the apartment he had the wrong keys for a different apartment and customer (we had to take the suit cases up and down the stairs twice);
4) on top of it my little boy of 7 and he’s grandfather got stuck in the elevator for more than 30 min. before the fireman came to rescue;
5) the apartment we got was only a 3 bedroom apartment, we paid for 4 (I slept on the couch which was a bedsofa, but it isn’t nearly as good as a bed plus it was in the livingroom, so it lacks privacy)
6) the apartment we got wasn’t nearly as beautiful as the apartment we’ve booked (with a great cozy livingroom, garden for the kid, extra space and 4 bedrooms with beautiful bathrooms);
7) customer service promised me we would swap to the new (initial) apartment on the 1st floor the next morning at 9 am because the people in it would be gone by then. Customer service only arrived at 9:30 (30 min late, after I’d made a call)
8) on top of it; the people weren’t gone at all; they were staying untill 12 or 1 pm; so we needed to take or bags up the stairs again to the 4th floor to leave it there so we could finally start our day
9) because of all this lost time on the first and second day (because of all the hassle) we’ve missed several appointments we had because of our tight schedule, given the fact we where only 2 days in Lisbon
10) Me and my wife arranged everything for our familie because we are in love with Lisbon. This whole experience was a nightmare and wasn’t what we aimed for when we brought our family to the city plus we were not able to show them everything we would’ve liked to show
11) because we lost a lot of time the first day we needed to buy taxis several times, so we spent more money than we initially thought of.
And;
12) after this compliance; we do not hear anything from them!