Residentas Aurea — Hotel in Lisbon

Not recommended. In short, the property is not well maintained, our apartment was obviously smoked in, and there were strong fumes in the lobby area. They would not refund us for nights we did not stay here.

There is only staff onsite from about 9-5. We checked in after those hours to Apartment 35, which had had a strong odor of cigarette smoke, even though this is supposed to be a non-smoking property. The only contact number left was an emergency number, and the note left with it stressed that it was only to be used for absolute emergencies. We opened all of the windows, purchased odor eliminators and air fresheners, and waited until the next morning. We had a difficult time sleeping because of the smoke. In the morning, we informed the gentleman that was working in the lobby about the smoke. He came up to the apartment and confirmed the smoke smell. He left and said he would look for options. When he returned, he said that they were fully booked and could only offer an extra cleaning. A cleaning was done, but the smoke smell remained. Additionally, the apartment is not well maintained. The sheets were dirty when we checked in, and there was obvious water damage in the bathroom that made it difficult to close the bathroom door. Then the following day when we returned to the apartment, the lobby was filled with overwhelming fumes. We immediately began coughing and had to cover our faces to get to our room. Others in the lobby also had the same issue. Everyone was covering their faces as they tried to make their way out of the lobby. From our experience, the smell was not from paint or cement. It smelled like insecticide, which typically requires evacuation of the affected area. We were in our room for about an hour, and in that hour, the fumes made their way up to the 3rd floor and started to come into the room. We left the apartment and contacted our travel agent. Our agent contacted management on our behalf and she found us another place to stay for the remainder of our time in Lisbon. We were concerned for our health, especially since we were traveling with our children. The following day, our agent was told that there was no insecticide used, and that construction was occurring on the building. We had never been told about any type of construction on the property, either in writing or verbally. This is totally unacceptable, and management was not responsive to our written request for a refund for the nights we did not stay here. I cannot recommend...

We usually opt for hotels for their service. When I came across this apartment offering, I was impressed by the beautiful photos of their apartments' decor. After careful considerations, I decided to take a risk and made the reservation for the one bedroom apartment with a sofa bed in the living room. Our family of four arrived late night without a problem as we were given clear instructions with entry codes to the building as well as the apartment. Upon entering the apartment, we were blown away by the beautiful decor exactly as it was presented from the website photos. The dining table was artfully set up. The kitchen is modern and equipped with everything a family needs...appliances were thoughtfully fitted with the same sleek panel door (refrigerator, freezer, dishwasher, washer/dryer) as the kitchen cabinet. They all blend in to form a sleek wall section. We were also happy about having 2 full bathrooms, sofa beds were cleverly designed to simply remove their covers instead of the traditionally heavy pull up and out type. They were very comfortable for sleeping as well. The apartment was clean and spotless with every thoughtful touch from plush towels to shampoo/conditioner. Residentas Aurea is also centrally located within walking distance to restaurants and shops. Concierge Ines was helpful in every way, always with a smile. We thoroughly enjoyed our stay and would highly recommend this property. It would be great if this type of luxury apartment offerings becomes...

The intercom system was ringing like crazy at full volume for about 2 hours at 22:00.

It was impossible to stop it. I pushed all available buttons, it didn't stop.

I called the WhatsApp number from which they sent me the door code. Nobody picked up.

The whole floor couldn't sleep. People came to our room asking about the extreme loud noise.

At some point we needed to leave the apartment because the noise was driving us crazy.

We then went back and took the intercom system from the wall and disconnected it. Finally after 2 hours of horrible noise we could go to bed.

The next morning I told the receptionist. She said that they had the same problem recently in another room!

Also she said that they will not refund a single euro!

The reason?? Because the support number was different from the WhatsApp number they used to send me the door code. The information was hidden in the WhatsApp they sent me. Obviously a trick to avoid doing customer service :(

Even if they would have picked up, the night was of course ruined.

I think it's outrageous that they want me to pay more than 200 euros for such a horrible experience.

Imho that's Arrogant, impolite and insulting.

PS.: The people in room 33 can confirm the...