Lisbon Serviced Apartments - Santos A — Hotel in Lisbon

We stayed in Lisbon, Portugal, on December 16, 2024, for what was supposed to be a short 2-night stay at Lisbon Service Apartment Santos. Unfortunately, our experience turned into a nightmare from the very first night.

Due to multiple serious issues with the apartment – including unacceptable conditions and extremely rude, unprofessional behavior by the property manager – we were forced to leave the apartment in the middle of the night and urgently book a room in a nearby hotel. This unexpected situation caused a major emotional shock and significant extra cost for us.

Although the stay was only meant to last two nights, the trauma and complications from that night led us into a months-long process of filing formal complaints with several organizations: • European Consumer Centre Ireland (ECC Ireland) • Portuguese Consumer Protection Authority (DECO) • Lisbon Tourism Board • Booking.com Customer Service • Google Review Abuse Report System

As of now, we have not received any acceptable resolution or compensation. If no suitable outcome is reached by the end of 2025, I fully intend to escalate this matter legally, including submitting a formal complaint through the Irish Embassy in Lisbon and contacting Portuguese Police or Immigration authorities if necessary.

I strongly believe future travelers have the right to be aware of what truly happened. I am committed to sharing my experience on Google and Booking.com to ensure others do not go through the same ordeal.

Travelers, be very cautious when booking this accommodation. What appears online is not what you get, and your concerns may be met with hostility...

Rooms are fine and clean, location is also good - leaving a 1 star review for the horrendous customer service. See below. Really disappointed with the so called 24/h concierge service they say is offered - really not the case. My friend and I who were staying at the apartments were robbed at knifepoint (this description doesn't even explain how serious the situation was) very nearby to the apartments (on Monday 23rd October in the evening) on our way home (about 1-2 streets away from Green street which is right next to this location). We had no phones as they were stolen, thankfully my friend had memorised the door code or we could have been completely stranded. We called the concierge once inside via the free phone and were told someone would come to our apartment at 09:30 with a phone - no one arrived and when I contacted the property via email after leaving the country and checking out early they told me they said 10am and not 09:30 (which was not the case) and no refund for the two unused nights after early check out would be possible. We left early as we were extremely distressed by the experience (FYI we contacted Portuguese police as soon as it happened) and weren't sure if our stolen phones could be used to access the building as we had pictures of the codes on both of our phones. Understand it's not the responsibility of the apartments to look after individuals however considering this happened so close to this location was surprised by the attitude and...

Due to a few good reviews, I booked this property and was supposed to stay for 3 nights in the first weekend of March. Yet, when I arrived the building, the check-in Kiosk didn’t have my reservation. I phoned the online reception right away. First, their office claimed that no record of my reservation? Later on, they found my reservation, but was being cancelled due to some room issue?

I kindly asked if they could arrange me staying another room but they told me that all their properties were fully occupied that weekend!

All they had done was asking me to contact their property’s customer service for a refund; yet my email was being rejected couple times over the next two weeks… Therefore, I decided to ask Agoda.com (where I made the booking from originally), and they were kindly helping me to get my money back!!!

Long story short, it turns out that their office over-booked. So the serviced apartment's office had no room left but cancelling my reservation at the last minute!! Bad...