All of the positive reviews are accurate about this place. Paula always responded quickly and even allowed us to check-in earlier. We arrived early in the morning to Lisbon so her flexibility was much appreciated. It allowed us to get settled in and head out sooner to do some sight seeing. The information book they offer in the apartment everyone should read after check-in. It is informative and you will quickly familiarize yourself with the Lisbon area saving yourself from getting lost. I never met Paula in person but all instructions she left were so easy to follow it was great!