Charm Flats

We were left without a working check-in and with an apartment that was too small. Several people in our group had to find another hotel in the middle of the night, and the staff would not compensate us afterward. I would not book this place. We had paid for two bedrooms with two double beds and a sofa bed, but were given one bedroom and one sofa bed. Before arrival, CharmFlats said it would send an access code. No code arrived, and I couldn't get in. While my flight was landing at 11:30 PM, I asked a friend in Lisbon to call around and try to reach them. They said their digital system was down and didn't return my calls. Without my friends trying to track someone down, I would have been stuck outside that night. During our 3.5-day stay the reception was closed the whole time. They also ignored calls and WhatsApp messages, despite choosing WhatsApp as their contact method. We couldn't even check out. They only replied after we were back in Sweden, saying they couldn't help and refusing compensation for the failed check-in or the smaller apartment. The booking page now shows that we were assigned a smaller apartment than the one I had booked and paid for. I checked while comparing room sizes for a possible future booking. The bedroom had stuffy air because only the main room had AC. At night, insects, possibly cockroaches, crawled out of the shower drain. This was a disaster from start to finish.