I was looking for a cozy single apartment to call home while working part time when in Lisbon and had booked the apartment for 11 nights. Photos looked great and reviews were fairly good. I enquired about a faulty shower and was assured it had been fixed.
Unfortunately the apartment was much older than expected, on the tired side of smart and with a funny smell. This could have been ok but as soon as Joana left, I headed to the bathroom and discovered with horror that someone had used the toilet and forgot to flush. Clear droplets had been left on the toilet seat and footprints of dirty shoes on the bathroom mat. The shower was clearly still not draining and the sink had also not been properly cleaned.
After a few minutes trying to clean the bathroom myself, I decided I could not pay to stay there and would leave right away. I contacted Joana immediately who said I should contact the host Nuno directly and she would write to him too. It took Nuno several hours to get back to my texts and he never did answer my calls to inform him about the situation and my intention to leave immediately.
I left the apartment after a few hours, had to book and pay for my new accommodation and change my travel plans.
Nuno did get back to me after several hours via text offering to have the apt cleaned and offering my first night stay at his flat. By then, I had already left, paid for a new accommodation and tried to get in touch with him and Joana multiple times, neither of them ever answered my phone calls.
Finally, I received refund of the amount paid minus the first night and administration fees. Given the current Covid situation, assurance of enhanced hygiene measures by the host and the special circumstances I had to experience with finding a dirty toilet in the flat, I believe I should receive a FULL refund of the money paid.