The property was not what we had purchased with reference to our booking photo, but we were okay overlooking it.
The larger issues included:
- no building access upon arrival
- no working lifts
- broken and missing kitchen utensils
- non functional kitchen
- inaccessible reception, and
- no phone in the room or level.
Staff were not responsible and would commit to actions to the above but not act on those, having to remind the request multiple times and still get nothing done.
Carrying luggage up and down four levels, and every time we went out or to call reception was not acceptable. Lifts were not fixed during our stay, and no help was offered given our physical constraints. Taxi service booked by hotel was horrible where the driver was almost racial, not wanting to serve anymore any less white than him. The replacement was great.
The shuttle arranged charged us more than what is available outside of Hello Lisbon.
No compensation or refund was offered, even after asking given the shortcomings of the facility. A lesser valued and smaller apartment at a different location was offered and no offset refund was available.
A service guy did come and fixed the stove. He came puffing, imagine a person with back problem and a preganant lady doing this. We ended up staying given there was no refund. We got a free ride to the airport when leaving.
Customer service - horrible
Premises - above average, if everything was working order
Access - great