We had a terrible experience as we stayed during a festival, and although Cristina mentioned there would be festival noise, she failed to mention there was A STAGE ERECTED DIRECTLY OUTSIDE OUR ROOM. Music was played very loudly until 5am for two nights of our three night stay. The decibel level was incredible, even with ear plugs it was far too loud to sleep. We were exhausted all weekend, it really hampered our stay. We submitted the below complaint to Cristina, requesting one night's refund. Cristina declined, offering instead a free night in the future - which, of course, we are never going to trust her again enough to use.

Dear Cristina, I wanted to write as I think the noise was much much worse than you warned. The concert stage was right outside our room, which you must have known at least one day before we arrived (as we came Friday and it had been set up since Thursday). If I'd known, I'd have booked elsewhere. I was prepared for festival noise, of course, as I have experienced that whilst staying in Lisbon, but the concert noise was far more invasive and loud. It was impossible to relax and sleep. We were both tired throughout the weekend as a result, with my husband particularly needing time to sleep during the day in order to catch up sleep. Also, the concert noise was not just during the night but during the day too, which was particularly unpleasant when they were doing sound tests of the base speaker system.

Further, we weren't able to unpack at all as the cupboards were completely inaccessible. The idea of Airbnb is that you 'live' in a place, rather than 'stay' in a hotel. This wasn't possible at all, as we had to pack and unpack our suitcases twice daily, which does not allow you to settle in. I am sorry we broke the handles trying to open them, but really, they should have been accessible.

It is a shame about the noise and the cupboards, as you have otherwise set up a good apartment, and I enjoyed meeting you. You seem a very warm person and I appreciated all your tips about the city.

I do believe the noise was of a totally unacceptable level. We were only able to get half a nights sleep for each of the first two nights. As a result I would appreciate it if you could refund us one night of the accommodation cost, please. I think this request is fair.

Yours sincerely,
Angela

Dear Angela, i read your message carefully and want to thank you all the same for your honesty and apologize for the noise of the weekend. In the future if you decide to come back and stay at my apartament without the noise and i have made arrangements for a new cupboard to be placed in the apartament i will make you a special offer of one free night. Thank you, regards Cristina.