Luxury Casal Ribeiro I by Innkeeper

No information about how to get the key to the parking/gym

Location was good lack of

Kitchenware could be better

The ambience, spacious, comfortable. How responsive the staff was on Booking.com

I noticed a few dirty things like some stains on the floor and the remote control wasn’t working. But nothing to major.

We stayed at Luxury Casal Ribeiro I by Innkeeper for 4 nights, and unfortunately, it was one of the most frustrating and unsettling travel experiences we’ve ever had. When we arrived, the apartment was completely unprepared — dirty sheets, a used bathroom, no towels, and nobody from the cleaning staff in sight. Despite check-in being listed at 4 PM, we couldn’t even get in properly as the door codes didn’t work, and we received minimal support in resolving the issue. After repeated messages and calls, we ended up leaving and paying for another place on our first night, as the apartment was not ready and no one from the team offered real help. We were told someone would follow up regarding a refund — but no one ever got back to us. Even more alarming: on the last night, one of us got locked inside the bathroom due to a crooked and broken door handle. This could have turned into a serious emergency. The other guest was out of the apartment, and it was only by chance that the person trapped had a phone and could call for help. After a stressful call and some luck, we managed to open the door — but this was deeply frightening and showed how unsafe and neglected the property is. There were not enough towels or toilet paper, and no effort was made to correct this. But what made the situation even worse was the completely disorganized communication. Every time we messaged, a different person replied, often without context, making it clear that no one had a full picture of the problems we had already reported. This made getting support slow, repetitive, and frustrating. It also seemed that responses only came quickly when the host needed something from us — but when we needed help or answers, we were met with silence or delays. We really tried to stay calm and understanding, but the lack of preparedness, poor communication, and safety concerns made us feel unwelcome, uncared for, and stressed throughout the stay.

Door code did not work

The location was good. This modern apartment felt high-end, featuring nice furniture. It was very comfortable and well-equipped with everything a person needs for a pleasant stay. Overall, a good experience.

The scheduled 4 PM check-in time was inconvenient, particularly given the 11 AM checkout. Early check-in was not possible, and upon arrival at 4 PM, the apartment was still in the process of being cleaned.