1.
Official check in time was 3pm and we were well aware of it. However, we discovered it would take around 20min for us to walk from the key pick up point to the accommodation (with elderly parents, heavy travel baggages and uphill roads), so we came to your office reception early at around 2:35pm. Was told by your staff Frangsco Mastintia at the desk we could only collect our keys at 3pm. Okay we waited, but this literally made no sense because:
(A) it would mean we could only reach our accommodation at 3:25pm ish, when what we paid for is 3pm check in to use our accommodation!
(B) We sat down at the chairs inside your office by the reception to wait for time to pass. While waiting we noticed that all other customers who walked in later than us (also before 3pm) were all given keys and check in details. It was extremely odd and we felt totally neglected. We went up a couple times to the reception to check why we were the only ones without keys and the answer from the same guy was simply that we had to queue!? What a joke - we were there in the room patiently waiting for the whole time, we were there first and he was serving people in random orders as they walked in.
3:05pm, we got served by a lady named Ficipa Sobral (apologies if we mixed up the two names) and received our keys. We complained about the situation but all she said was she was sorry but she wasn’t aware of the mess etc. Very unkind and it was like she was trying to brush us off!
Moreover, she informed us that the room wasn’t ready yet as it was still being cleaned. We waited for that long to be told that because the place we booked is too popular therefore we can’t get what we paid for!? Perhaps you could have offered us to keep our baggages at your office for free until the room is ready if this is the case?!
2.
3:30pm ish we made it to the accommodation. It was in a shockingly horrendous state. We couldn’t believe what we saw as a cleaning lady opened the door for us - a huge amount of trash, used bedsheets, a bunch of cleaning tools and products laying everywhere in the entryway. The beds were unmade and one of the toilets hasn’t been cleaned. We didn’t even know if it wasn’t possible for us to move our luggages in as she doesn’t speak English.
We had originally planed to rest in the accommodation for the afternoon but were basically forced to just drop the baggages in the dirty flat and let her finish the cleaning before we could return.
When we came back after dinner, we found that there are only two sets of towels for the four of us to use. Called the reception and they couldn’t help, we only received the towels we needed the next morning. Floor towels were brown and grey basically too colourful and disgusting so we didn’t use.
3.
On the check out morning (19th May), two cleaners knocked on our door at 9:55am while we were eating breakfast. They wanted to come in to disturb us and clean up! Unbelievable! Excuse me, check out time is 11am and no one should be chased out until 11am - this is ILLEGAL. Contractually it is our right to use the accommodation until 11am and this wasn’t respected.
The level of service couldn’t be worst. We feel very unwelcome and upset about the stay, it doesn’t matter how pretty your accommodation looks! Your staff ruined our two days stay in Lisbon and it will undoubtedly be a lasting and unpleasant memory for all.