I have to admit, we never stayed at this apartment because I got COVID exactly on the day we wanted to travel to Portugal. I sent them the test results as well. Obviously the cancellation deadline had passed which we totally understand, but there was no flexibility at all. I offered to change the dates (of course with extra costs if necessary which would have been fine) so we can come to a later time but wouldn’t lose all the money paid for the apartment, but the team was not cooperative and showed little understanding for our situation.
I do understand this behavior from their perspective, however in these pandemic times we could all show some compromises and understanding for each other. I am sure we could have found a solution that wouldn’t make me lose the complete amount but unfortunately there wasn’t even a try.