LOOK LIVING — Hotel in Lisbon

I had planned a trip to Portugal with my family in April and we had booked the 2-bedroom apartment for 3 nights with a total cost of approximately 1,150 Euros. Unfortunately for us our flight got cancelled the day before we were scheduled to fly there and it was not possible for us to secure a new flight, meaning that the trip would need to be canceled. I called the property management on that same day to discuss possible solutions. I was informed that their policy only allowed for us to keep the paid amount on credit that we would need to use up before the end of the year. We accepted this and requested a confirmation in writing, which was promised.

Since then we have tried a number of things: Sent a message requesting a written confirmation via Booking.com (which we used to book the property) Sent around 6-7 follow up emails and messages Attempted to rebook new dates through various message channels Over 20 phone calls over the course of 2 months which several were answered with repeated apologies and a promise that a confirmation will be sent to us within the next 30 minutes or few hours Booking.com has also confirmed that they tried reaching out to the property without any response

All of this took place in the last 2 months. It is now June. Despite being polite and apologetic in the calls that were picked up, it is quite clear that the property is ignoring us and has no intention of honoring their promise of keeping the credit. They are basically trying to keep the money that we paid when services have not been rendered.

My suggestion is to best stay away from...

Our first time in Lisbon was made excellent by staying at Look Living. Deluxe Apartment 16 on the 3rd floor was SPACIOUS with a kitchen, living room, dining area, and very comfortable bed and bath, big windows with shutter doors. Wifi is included and works very well! Big PLUS: The building has a small elevator (once you take the stone steps up to the lobby level). Our place was kept clean every day, and a delicious (included) breakfast was delivered in a bag to our door every morning at 8:30 a.m.: homemade yogurt, farm fresh milk, fresh squeezed orange juice, homemade granola, bread, pancakes, dessert bread, honey, fresh pumpkin butter, coffee and butter, ham and cheese. The healthiest quality I've ever had. The best rental apartment in Lisbon for about $200/night. The location is a short walking distance to the Time Out Market, and an easy walk to all major transportation. The street we're on is quiet during the day, but at night it comes alive with little cafes and young people. The Asensor de Bica, which is the cable car that takes you up a few steep hills to great restaurants is just down the block. The surrounding area is VERY SAFE, and the people are kind and helpful. The traffic can be heavy and confusing, but the drivers are surprisingly considerate of pedestrians. Owner Antonio and manager Marianna treat you like family, they were so friendly and...

Unfortunately, we can only describe our experience with this hotel as disappointing. Due to a stroke of fate in the family, we had to reduce our four-day stay to two days and leave Lisbon early. At first, the hotel was accommodating and told us that we would have to pay the full price, but that we would receive a voucher for the two days we didn't use, although this was only valid for six months. Two months later, in January 2025, we wanted to redeem this voucher and contacted the hotel directly (as we were explicitly told before). We were then quoted horrendous prices, in some cases twice as expensive as anywhere else on the internet, e.g. Booking.com. When asked about this, we were told that they had no influence on the prices on Booking.com etc. In the end, there was no concession whatsoever and we got the impression that they simply didn't want to redeem the promised voucher and wanted to scare us away as guests with some outrageous reactions. Nice on the surface and unscrupulous at the back. We can only recommend everyone to stay away...