While we loved the amount of space we had and the location in Alfama, the biggest issue for us was the smell of damp and mould we spotted on the walls.
Another review mentioned this but for a 5 night stay we, a couple, had 2 rolls of toilet paper.
Check in was delayed but was dealt with in an incredibly friendly manner. I had the contact details for the person who arranged check in but when I asked for more toilet paper, I was told he only manages checkin so I would have to contact Gem. We ended up buying toilet paper ourselves.
Bit of an odd stay and it lacked that personal touch.