Cozy Lisbon Janelas Verdes

We had to leave after just 20 minutes because the air inside was so oppressive that we were having circulatory problems. There was severe damp, a musty mold smell, and none of the windows could be opened. An automatic air freshener seemed to be trying to cover up the odor. It's a converted shop, with unbearable street noise and dampness that felt hazardous to health. We contacted the host right away, but got no real solution. The problem was played down even though, according to the chat, the water damage was already known. We had to find another place at short notice and pay for it ourselves, and our refund was refused. This was absolutely disappointing. Accommodation in this condition shouldn't be offered.

When we arrived at the agreed time for our late check-in, there was no key in the lockbox. We had booked with advance notice of the late arrival, and the host had accepted it. We called the owner and were shocked to hear that someone had already checked in using our personal details. We'd previously sent photos of our citizen cards, so that was extremely alarming. We spent over an hour on the phone without any solution. The whole situation caused intense stress and anxiety, and we called the police to make sure we weren't victims of identity theft. The people in the apartment had actually been allowed in by the owner. They hadn't even needed to give a name or personal information. They told us they had confused the reservation dates, and had called the host when they arrived. The host gave them the entry codes and authorized them without checking any details. We felt completely helpless, and in the middle of the night we weren't going to throw them out. Instead of fixing things, the owner called us liars and doubted that the police had come, even saying, “the police always arrive by car,” although the officers came on foot. At 3 AM we had to find somewhere else to stay, paying much more than planned. We got no real help from the accommodation or Booking.com, with complete disregard for our safety and well-being. The lockbox code was 1234, which could have let anyone take the key and occupy our accommodation. It was a shameful experience, with no professionalism or empathy. I wouldn't recommend it. In response to this review, the host is now proving to be a liar. The person who entered told us they had mixed up the booking dates, called the host on arrival, and got the entry codes and permission without any identity check. Our citizen cards had been requested when the reservation was confirmed, and requested again when we contacted the host from outside the apartment about what had happened. The owner did not tell Booking to refund us that night. That left us out roughly €450 for booking new rooms, without help from either the host or Booking. To this day we've only received a refund for the accommodation, with NO compensation from either party involved.

We came back from the restaurant to find the apartment door open. It hadn't even been forced, so does someone have a key? Our things had been tossed around and a lot was stolen. We were robbed in this apartment, run away if you don't want your belongings taken. The place was much older than the photos suggested, poorly maintained, and very dirty, with a nauseating sewage and excrement smell. The street felt strange and was a dead end. My stay was ruined.

We have no heating during winter, and they aren't offering any solution. Then the power went out and there was nobody here. Horrible. I don't know how I missed the reviews, and of course I've reported it to Booking.com.