We did not have a good stay at Lays E Andreia. The apartment was nice but, as it's a ground floor appartment, it can be somewhat musty and damp. On our final night, the electricity was cut off apparently because they didn't pay the bill. Lays E Andreia argued that they did. At first, the contacts for Lays E Andreia seemed very nice. We were able to have an early check-in and they were easy to reach during the day.
However, on our last day, an electrician came to our door and said he was cutting off our power because the bill had not been paid. I immediately called one of our contacts (there are 4 or 5) and she spoke with the electrician and told me that there was a problem but it would be solved today. She assured us not to worry and that we could go and enjoy our last day in Lisbon. We left at noon and returned at 10:20 PM to an apartment without electricity! We were really upset. We were leaving the next day on a flight back home and we had to finish packing. We planned a relaxing evening in, where we could drink wine, have a late snack and pack. Instead we were completely stressed out and couldn't use any electricity! Luckily I had some battery left on my phone. We tried to look for flashlights and there weren't any. I called the contact we had been speaking with but there was no answer. I called the next number and there was an answer but he didn't know what was going on. We checked to see if it was only our apartment and not the whole building out of power and it was. While our contact tried to figure out what happened, I immediately called Airbnb. They required documentation and I took photos with a flash and made a video. Airbnb refunded me one night's stay right away. They also provided us with 100 USD for a hotel. This was at 11 PM. One of the host contacts tried to call but I was on the phone with Airbnb and they explained that they had been trying to call the energy company all day but they couldn't do reach them but they would call first thing in the morning. We were checking out! Again, we were extremely stressed out at this point and very upset. The hosts did not check to see if the apartment had electricity throughout the day, they did not offer us another Airbnb to stay in, nor did they provide flashlights, candles, temporary lighting. The only they said is that they paid the bill (but it was the company's fault) and they tried to call the company all day but couldn't reach them. Even if they did, they did not call us to inform us that they had not reached the electricity company. Instead, we came back to the flat on our final evening to no power. We left as quickly as we could for the hotel. The hosts tried to call in the morning to explain but again, they did nothing to help the situation in the moment. When we returned, I requested money through the resolution centre and requested 50% of the total 5 evenings we spent there. We thought that was fair because this was an issue (they didn't pay the bill or according to them, they did but the company made a mistake) they could have prevented or provided more to help us on the evening it happened. It was the last night of our holiday!! We requested a small amount £30 to cover for the loss of all facilities (we couldn't make food) but they thought it was a ridiculous request. Instead, the hosts agreed to pay the difference for the hotel (we took one for 120 Euros next to the airport and Airbnb support provided us with 100 USD for the hotel) and the price of our Uber to the airport that evening. I explained to them why we requested 50% and all we got in return was a rude and patronising response.
Suffice to say, we won't be using them again.