When traveling to a new city, the quality of the welcome is what truly makes a trip memorable. Unfortunately, this is where "Lovely-Stay" fails significantly. Their customer service needs immediate attention if they plan to grow their business.
Despite being told we’d receive check-in details an hour before our 4:00 PM entry, we arrived in Lisbon at 7:00 PM with zero communication. We spent the next three hours in a state of stress. They didn't respond via the app, and their phone system stated they are closed on weekends, which is unacceptable for a vacation rental business.
Even after involving Vrbo support, the address we were eventually given was incorrect. We finally gained entry at 10:30 PM after a series of confusing emails and wasted Ubers.
The Property:
* The Entrance: The stairwell is dimly lit, dilapidated, and has a very unpleasant odor.
* Accessibility Warning: There are 87 steps to the apartment with no lift. This is a vital detail for anyone with heavy luggage, children, or mobility issues.
* Amenities: We arrived to a freezing apartment; it would have been common courtesy to turn the heating on. There was no welcome pack—not even basic milk, tea, or condiments.
* Maintenance Issues: The toaster tripped the electricity, and the middle bathroom had a strong smell of sewage in the evenings.