We are deeply saddened by this review.
It is not common the appearance of cockroaches in our apartment but even so, we have in all divisions electric repellent against insects, because we know that Alfama is a neighborhood of old constructions, where these situations can happen.
The customer was informed, on 29 June, before her arrival, that the washing machine was faulty and that we could not guarantee that it would be repaired in time. However, both by message and at check-in, we suggest laundries near the dwelling where they could wash their clothes and the client did not show any discontent.
Despite the visual appearance of a minimal part of the ceiling (we are only waiting for a breach in the calendar to paint it) the room does not present any annoying smell, otherwise it would be impossible to have booked up to date without a single report By our guests. Our apartment is used only and exclusively for airbnb as can prove the comments.
On July 6 we sent a message to the client asking if everything was okay, if they needed something and if we could go to the apartment to clean it.
The answer was:
It's all right
I do not need
Sabrina could have expressed her displeasure during the stay but, after the stay (11 days), without a single complaint, she decided to ask us for a refund.
We love hosting everyone and this incident will not change that, so read all the reviews we received about this and other apartments and you'll see we have been exemplary in the performance of our activity.