We had booked an apartment at RentExperience five months before leaving for Lisbon and indicated at what time we would arrive. On the day of arrival we had telephone contact with the owner of the apartment to ask if we could check in a little earlier. This was possible, so we had our bags stored for a fee and then went for a walk through Lisbon.
Half an hour before we could check in, we received a call from the owner that the apartment was 'overbooked'. This is 100% a lie, because they should have found out sooner. I indicated that I did not agree with this and wanted to speak to the owner personally. The owner agreed, but did not show up and even blocked our phone number.
The platform where we had booked indicated that the owner had arranged an alternative. On the photo this looked nice and in the end we agreed. We then ended up in a busy street and a dirty apartment (not cleaned after the last guests). It is a completely different apartment and smaller than in the photos. Everything was dirty and even the beds were not made. Of course we did not agree with this.
RentExperience only wants to see money, they even hire 18 year old boys to bring the key. One of these boys indicated that the apartment that we would initially receive would have been granted last minute to a friend of RentExperience. Because of this we are thrown out.
In the end we had to book another apartment ourselves and our first day was completely ruined by RentExperience.
Be smart and stay away from this organization.
Review by SOFTwarfare4 months ago
We had booked an apartment in Lisbon during July 2019 via HomeAway. It turned out that the apartment was managed by RentExperience.
The apartment it self was fine. Acceptabily clean, well equipped and with a wonderful view.
The management experience with RentExperience was however a totally different (terrible) experience. There was a total lack of information leading up to the stay. After the initial confirmation e-mail, no further info was received from the agency.
The confirmation e-mail stated that check in should be done at the apartment. However upon arrival at the apartment no representative from the agency was present. After several contact attempts via phone, we finally got in contact with RentExperience who were sorry that there had been a miscommunication, but they would arrive at the apartment no later than after 35-40 minutes. It took 1.5 hours waiting with three small kids on the sidewalk in the centre of Lisbon before a representative arrived.
The representative required a safety deposit of 300 euros in cash or by card via input to their app. We would be given the deposit back after the apartment check during check out. However as the time point for check out arrived no representative for the agency arrived. We had given the safety deposit in the form of credit card deposit in the app. Given the lack of trust at this point we were hence afraid that the credit card information could be misused, we only had their word that they would not charge anything to the card. We therefore had no choice but to block our card and order a new - with the expenses and trouble that comes with that.
All in all we enjoyed our stay in Lisbon, but would clearly warn everyone from booking anything from RentExperience - also via third party apps such as HomeAway or Airbnb.
RentExperience is rated 2.0 based on
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