Alfama 35 | RentExperience

First of all, we got the wrong apartment at midnight because the rent experience mixed up our rent. After that we got a smaller apartment with bunk beds instead of the superior apartment. We tried to call the customer service to solve the issue. They have said that this number is only for emergencies until 10am. So we didn't get any information about the mistake. They have said we need to call them after 10 am, and they will solve it. We called them the next morning, they were very kind and promised to fix this situation quickly. After about 10 caells they offered us a 25 % compensation of the original price and that we will get the original apartment on the following day. So we got up early to pack up our staff, and waited for the cleaning staff. The staff should have arrived at 9 am, but we have waited until 12am. At 12 am we called them 5 times but they didn't answer the phone. We spent 3 days in Lisbon which was ruined because the customer service of Rent Experience was unable to do their job correctly. I hope you never have to experience something like this on your holiday. I do not recommend rent experience!!! About the wrong apartment we got: the windows could not be closed properly in the bedrooms, the kitchen window was broken, the couch was worn and disgusting, there was no soap in the bathroom to wash our hands, but there was very bad smell in the bathroom from the sewer system which was unbearable.