Lisbon's Heartbeat Your Premier Address

Pro: Location was excellent. The flat is spacious though the layout is a bit unique. We really enjoy the kitchen was well equipped and all the good kitchen appliances. The beds were very comfortable. Con: The flat was not clean when we checked in about 5:30pm while the host confirmed check-in time is 4pm. I messaged the host and the host completely ignored my message and never replied. When we arrived, the cleaners were still clean and told us they needed one more hour so we basically have to come back at 6:30pm. Hot water was often a challenge. There were only 3 of us and even the first person cannot enjoy a hot shower after a long day out exploring and I'm talking about a 10-min shower....

We have booked the 2 Bedroom apartment at 3rd Fl. After we check into the apartment, the master bedroom's ceiling was leaking badly and the water soaked into mattress, blanket, floor mat and the couch. We contacted the hotel management team, he said will try to someone to check and fix the leaking issue. At the end, no one show up to check or fix the leaking issue. They water leaking only stopped after midnight. We were unable to sleep in the master bedroom, 3 of us have to share one bedroom, without any privacy, total messed up our holiday. The team advised us at late night that they could not find any one to come and will discuss how to compensate our loss after check out. We contacted the team to discuss how to compensate our losses, they did not respond our email or WhatsApp, totally ignore. The location of the property is not very safe and noisy. For the two nights we have stayed, we heard continuous loudness and chaos from hallways from other travelers as late as 3 to 4 am. Overall, it is very bad experience how the team handle their travelers, and did not honor the booking. Poor and lack of communications to fulfil their responsibility. I have contacted ******* to request a refund, ******* has reached out to hotel team, they ignore the request from ******* as well. Please do not let this team to scam you of how their handle their customers.