WHome Hideaway Family Apartment #3

It is very spacious, with all the necessities for the kitchen and shower.

The common areas is filled with dust as if it’s a construction site. The WiFi doesn’t work, and the host didn’t respond after giving some standard answers so we didn’t have WiFi during our stay.

Wifi was not working at all. We were given the wrong password. We notified the lack and only received pre-written answers, without addressing the problem nor fixing it. We have notified again and again of no wifi and nothing was done until our checkout. One bedroom has no windows to the outside, it is a box in the apartment interior; very poor air circulation.

The apartment was spacious and well laid out. Two bathrooms fantastic and very comfortable beds. Ideal for our group of five. Location couldn’t have been better - very near Metro and supermarket.

There was no internet or wine glasses! But we managed. Communication with the team went silent!

The flat was clean, comfortable and it was great to have a common space. The beds + pillows are good, and so are the towels provided. We visited with a group and it was great that nobody had to sleep on a sofa-bed, we all had beds - one of the main reasons we selected this property. Well located within a few minutes walk of an Aldi and the metro station Areeiro, and really close to the airport.

Unfortunately there were two major points that influenced the low score of this otherwise great accomodation; (1) Check-in procedure and communications: although the instructions note that check-in information would be shared 24 hours before arrival, this did not happen. We had to chase repeatedly to receive clarity on the self-check in codes. The night before, hours before leaving for our flights to Lisbon, we received payment instructions for the deposit - either over the phone or via PayPall (with an unrecognisable personal gmail address). When questioned about the process, the WHome refused to meet us in person. We ended up giving card details through the phone to receive the check-in codes, the same morning of arrival. All in all, an unpleasant and unclear process. (2) Locked 2nd bathroom - wrong information on facilities: even though they advertise the availability of 2 bathrooms, the 2nd bathroom was locked during our stay. When questioned about this, the WHome team was very slow to respond, and only informed us that a technician would check on the 2nd bathroom in the midst of our stay there. The 2nd bathroom was never made available to us. We are a sports team, and this was the second key reason we selected this accommodation, so we were very disappointed to find ou that we had been misinformed. Even if the 2nd bathroom had recently become unavailable, we should have been informed in advance, with a clear solution and discount. We have tried to get in contact for a partial refund, but the WHome has not been responsive.

The apartment is nice, clean, bright. There are about two metro stations, a park with a playground nearby. There are grocery stores and a shop.

It was cool at the end of January, even with heaters.