Villa Rosa Apartment

Disappointing
Traveller Type: Family with Young Children
  : Spacious rooms and good location
  : Host and staff was extremely rudeWe have been using Booking.com for years and have frequently recommended the platform over other options in the market. However, I want to report an extremely negative check-in experience at Vila Rosa Portimao,Algarve, Portugal. The host was extremely rude to us and we feel she was being very racial in the way she spoke to us.The day prior, we had requested the host Veronica for a early check in and she said it is not possible but she asked us to call her up and check once we reach portimao and she will let us know if it is possible to check-in before 4.00pm. We called her up at around 2.00 pm and she said no it wasn't possible. Then we arrived at the location at 3.45pm and called her again as we were finding it difficult to locate the place, and she rudely said that you can't enter before 4.00pm. We said fine at least give us the address we will reach by 4.00pm.Despite waiting upto 4.00pm outside in the hot sun with the kids, the apartment was not made available at the expected time.To our complete shock, when we arrived, the host was extremely rude and spoke to us disrespectfully, as if it were a crime to inquire about the delay. Furthermore, as we waited, the entrance was cluttered with cleaning supplies, and the host was still cleaning. Rather casually, she told us to come in, but we refused to enter until she finished. In response, she suggested we clean the place ourselves. We were utterly shocked when she shouted and accused us of being bad guests.In the end, she left without providing a proper handover of the apartment.I would like to add, With the delay in handover and rude behaviour we also want to highlight, no handover details provided by her, no parking information provided, no toilet paper in bathroom, no shower gel,the pillows had no covers, the room was clean but foul smell due to last minute cleaning, no clue of the entry exit code at main door.