Paraíso Suites by gaiarooms

We booked a one bedroom apartment for the weekend because my fiancé’s movie was premiering at the film festival. At about 4am on the first night, he woke up covered in bites. We quickly found bed bugs in and around the bed. After killing a few well-fed bugs, we moved to the sofa bed and messaged the “24/7” customer service right away. It took almost 4 hours to get a reply, and their first offer was to send the cleaning team. We had to ask specifically to move rooms. The only option was a smaller studio, and then we waited another 3+ hours for it to be prepared. While waiting, we spent nearly €20 washing our clothes so we wouldn’t spread the infestation farther. The studio costs about 6-7% less than the one bedroom we’d booked, but we were offered only a 20% discount on the second night. Most hotels were already full for the festival, and we had no other options, so we accepted. Still, we felt at least one night should have been comped and told them so. The discount didn’t even cover the laundry. Bed bugs can unfortunately happen, but the poor customer service is what really made the stay bad. We also noticed cobwebs in both rooms, so maybe the cleaning isn’t as thorough as it should be. The entry instructions were poor too. The apartments are on two different streets, each with different addresses, but the check-in information gave our room number without the actual address. We used the general address from Booking and ended up on the wrong street. Someone from the neighborhood saw us looking lost and helped us find our room. It seems to happen often. The second night, someone rang our doorbell around 10pm because they couldn’t find their own room.