I would like to formally express my deep dissatisfaction with my recent 16 days stay in Portugal at a property managed by GuestReady. Unfortunately, the experience was marked by multiple issues that significantly compromised the quality of my stay.
1. Constant Wi-Fi Problems
Throughout the entire stay, the Wi-Fi had serious and recurring issues. We called almost every day asking for the problem to be fixed, and we were always told that someone would get back to us with a solution which never happened. No one seemed to know how to resolve the issue, and no effective action was ever taken. The internet only worked during some morning hours, and for the rest of the day we were left without any connection. On two occasions, we spent two full days completely without internet.
As I needed to work during the trip, I ended up unable to work even a single day, suffering significant inconvenience and losses due to the extremely poor internet service.
2. Lack of Support for Accessing the Building
At the beginning of our stay, two guests were outside the building, desperate because they could not enter. GuestReady instructed them to repeatedly ring all apartments’ intercoms, as the company claimed they could not assist them at that hour, it was late at night. They did ring several times, and at moments the intercom did not even work when we tried to answer, which worried us as we did not know what was happening.
When we looked out the window, we saw it was two distressed young women. We felt sorry for them and put ourselves in their shoes after all, it could easily have been us stuck outside. We ended up being the only ones who helped them enter the building. After that incident, every time we left the apartment, we felt anxious about possibly not being able to get back in due to the lack of proper support from the company.
3. Structural Issues and Delayed Repairs
About five days into the stay, we had a serious issue with the ceiling fan, which began making an unbearable noise. When we requested maintenance, we were simply told to reduce the speed or turn the fan off which did nothing to solve the problem. The next day, the fan began detaching from the ceiling, posing a real safety hazard.
Despite the severity of the issue, it still took three days for someone to come and repair it. It is important to emphasize that the room was very hot and poorly ventilated, making it nearly impossible to stay there without a fan. Keeping the window open was not an option due to the loud noise from the street.
Considering all these issues continuous failures in an essential service like internet, complete lack of support in a critical moment, structural risks, and slow response times I believe the experience fell far below what should be expected from a company with GuestReady’s reputation.
I kindly request that my case be reviewed seriously and that appropriate measures be taken to compensate for the disruptions experienced, as well as to prevent other guests from facing similar situations.