I have booked this flat for a couple of nights, arrived on Friday afternoon, had to pick up keys from the office, which wasn't too far from the flat, so could walk there, this was ok.
The flat is one of a 6 in a house, the agency didn't specify which was it, but as we were on messaging application chat, I could stay in contact with them easily, so managed to locate the correct one.
The flat is bijou, has all that is needed, kitchen area, sleeping are and a bathroom. Around 8pm wanted to take a shower, but there was no hot water. Contacted the agency, let them know of the problem, but even though they were situated only a few minutes away, they didn't come out to investigate. Instead, I located the boiler and figured out, it wasn't even plugged in!!! When I did plug it in, I had to figure out how to switch it on (no user manual of course, and even if there was one, I can't speak Portuguese), but even after waiting more, than an hour, there was no hot water. All this time I was chatting with the agency, all I got is "We are very sorry" - but no real help. They kept saying, the boiler will heat, but as the boiler was not making any noises, I couldn't believe it. After several messages and changing my tone of communication they promised to send out someone next morning at 10am.
The next morning I finally got hot water, so I could wash, therefore I let the agency there's no need for anyone come out any longer.
There was also problem with not knowing which WIFI system I should use and what is the password - in the instructions the password was provided with a mixture of upper and lower case characters, again, the rooter was hidden in a box on the wall (two boxes), and finally managed to see, what is the name of the WIFI system and the password, which was app upper case.
All along, I received very little actual help, yes, they were writing on messaging application, but no-one came to the flat to give actual help.
I have also contacted airbnb support, all I got as an answer, that since the flat doesn't have hot water marked in their offered amenities, I can't complain!!! So be informed, this flat has all lots of extras, like an iron, hair dryer, TV, etc. but it doesn't have hot water. They do have a boiler and the taps in the kitchen and bathroom have a hot water side, but apparently these are just for decoration.
All in all, this could have been a great place to stay, but it turned out to be the worst I have ever stayed in, because of the unwillingness of the staff at the agency. Of course, I have tried to settle the case with the agency via the airbnb support, but all I was given/repeated several times, I have no case to complain, as hot water is not a basic amenity for this flat.