Gold II - Luxurious apartment - Vilamoura

The bathroom was covered in mould, and the apartment had no air conditioning, even though it appeared in the photos. I brought my in-laws along, and the extra charges and excuses made the stay worse. Check-in outside the 3pm to 7pm window can cost up to 120 euros. It ruined our holiday.

I cancelled on 15th July, well within the free cancellation period that ran until September. They charged me on the 14th, and as of 20th August I'm still waiting for my refund. Don't use them.

The accommodation itself was great, but dealing with the agency was a real headache. Their messages were hard to follow and written in poor English, and when we tried to reach them by phone or text, nobody responded. We were left without any clear information. By the time we went to the office, we were already frustrated. The staff were hostile from the start and spoke down to us as if asking questions made us stupid. They came across as dismissive and unprofessional. We could have been more polite, but it's hard to stay calm when you're treated like an inconvenience instead of a customer. They can arrange decent accommodation, but be ready for awful communication and some of the worst service we've experienced.

After a few days in the AirBnB we rented through them, we had multiple insect bites and found bed bugs in the beds. We showed the company evidence, and they arranged a cleaning service whose staff said the place was inhabitable. Even so, they made us move halfway through our holiday to another AirBnB they didn't manage. AirBnB got us part of our money back. The hosts were hostile and didn't keep their promises. Horrendous company to deal with.