This is a review for one of the appartments they have and not for their supposed to be wonderful B&B. I booked thourgh their web site for 5 nights, 2 weeks before I arrive in Lisbon. They seemed to have several apartments in Lisbon and it was fun to choose though nicely designed web site. However after putting deposit and receiving the confiramtion e-mail the communicaton seemed to be frozen. I was repeatedly sending e-mails asking when and how are we going to meet in order to get a key to the appartment. It really was not nice feeling since I have paid a depostit already. I finally got a reply only the night before my departure day. I was so relieved when I finally got that message. Check in went very well, I met a nice guy who told me he was a friend of a owner and said he would help my stay. When I complained the poor e-mail comunications he just told me that was non of his business. I thought it was annoying answer but I didn't like the idea of spoiling my holiday just becasue someone said this and that. And in fact after he left I was very happy in that little appartment. HOWEVER, I soon realized the house opposit was buidling site and just soooo noisy. I really wished they have mentioned that. Next morning the construction workers started to work around 9 so I couldn't stay in bed, and the breakfast on the balcony was impossible. When I phoned the guy who cheked me in he said I was lucky becasue tomorrow is saturday and they don't work for weekends. That moment I really regreted choosing this place. I planned to spend afternoons in the appartment because outside was seriousely hot, but I couldn't go back. It was that nosiy. Next morning I phoned the same guy again to ask for check out procedures. His answer was he didn't want to talk about it becaue Lisbon is wonderful and I might extend my stay. That was most strangest thing I ever heard but he really didn't want to talk about it. On the check out day no one showed up so I gave him a quick call, and all he said was ....can you just close the door and leave?? So I did. Lisbon is wonderful I will go back again for sure but next time I will just stay in a hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
To all future TA readers,
Report response as inappropriate
My name is Luis Zuzarte, proprietor of ZUZABED & Breakfast B&B, Apartments and Villas. I would like to start by saying that it was with great concern and disappointment that I read this review dated 25/2/13 almost one year after the supposed stay. I take great pride in providing a top notch travel experience to all of my Guests and potential future Guests. I lead a professional team of staff that work cohesively as a unit with Guest satisfaction at the top of our list and provide positive experiences in the city of Lisbon as the primary goals. The ZUZA Team is efficient, polite, responsible, helpful and professional in every manner. They are paid employees. With that said, after reviewing this review, I performed a thorough review of my own Guest records which are extensive, organized and accessible. I was unable to locate any Reservation for May 2012 where the vague hints mentioned in this review could fit in to my extensive record keeping. I have been in contact with TA (regarding this same review) and I truly believe this supposed Guests wanted to write about another property and not about any of the Zuza Apartments. It appears there is a mix up of properties.
Unfortunately, and it bears repeating, - on the extensive research I did on my files, checking all apartments reservations considering all aspects mentioned on the review (five nights stay in May 2012, reservation made 2 weeks before check-in, timing on email answers, email on the night before check-in, etc). No data supported this entry. Granted, there are times when I am extremely busy taking care of all of my Guests and I may take time to answer emails but all of the details mentioned in the review come up empty on my end. However, I feel I need to respond to some harsh unwarranted criticism about the ZUZA properties offered online. An important piece to mention is the trust and unwritten policy of a contract if you will with my Guests. I am confident and believe my Guests are trustworthy when bookings are made. Therefore, I do not ask my Guests for a Security fee/deposit refundable at departure (as if we need to check if everything’s okay with the apartment before Guests departure) as it is a feeling of a mutual trust between both parties and to separate myself from the larger industry of hotel policies, I pride myself on this ZUZA policy. It is an agreement with Guests to leave the apartment in the same condition it was presented to them upon arrival. For check-out, it does occur quite often that we do not meet the Guests at the very last minute when returning keys as if we need to check if everything is satisfactory with the apartment. The trust factor drives this thought process. Our trust and confidence in our Guests and having the same respect and regard we would to a friend or associate, allows us to make all necessary arrangements for Guests departure (taxi reservation, all kind of information, etc) in advance meeting or talking with them in advance.
We are available to Guests 24 hours even know many of the Guests opt for independent apartments stay. Other Guests prefer the usual company of host which happens daily in the B&B Zuzabed and Zuza Guest House. Still, Guests of the apartments are not abandoned at check-in and during the stay we guarantee all the monitoring in all aspects Guests may consider necessary. In this way, we assure all plans and arrangements are in accordance with their travel needs. It’s the continuation of our wonderful relationship that we proudly establish with "Our New World Wide Guest/Best Friends". This attitude has been welcomed and commented on by numerous Guests which looked for a unique experience in Lisbon and Portugal. I know from hundreds of comments made to me in person as well as in the TA forum, that these particular personal touches makes people feel like Guests and not Clients that need to be checked/controlled before departure.
Obviously there are exceptions (a few, I can assure you, at least as per my experience) that prefer to be Clients. It is with pleasure that I dub 98% of my Guests as Travelers instead of Tourists! Or, once again, Guests and not Customers!
Anyway with the same super welcoming and friendly style and always with a smile we wait with our arms wide open for everybody that decide for ZUZA properties for their stay in Lisbon/Portugal.
With regard to the noise factor, I regret to say, during the month of May, there were indeed repairs/works in town, as they always are (something completely out of our control). Yet with that said, I am unable to identify the apartment where this noise level was intolerable or a nuisance to the Guests. Unfortunately, the name of the apartment failed to be mentioned throughout the review. This important data would have been very instrumental. Further, to my dismay, I cannot identify the Guests to have an appropriate dialogue about a visit as the current guidelines on TA do not allow the proprietor to respond directly. Therefore, I am using TA as a vehicle to respond to this review to set the record straight from my point of view.
Regarding some of the other aspects referred to in this review it should be noted again, I work with a professional team of staff that deal with hospitality first and foremost in a dedicated and friendly manner. The goal at work is to please our Guests for their current stay and potential future stays in Lisbon. It is not permissible to have friends or "guys" completing check-ins for Guests. As a team, we take great pride in introducing the beauty and sights of Lisbon to the world of travelers. We have a code of ethics that begin and end with responsibility, helpfulness, friendliness and comfort for all of our Guests. Home Away From Home is not only our motto but our mantra.
Our knowledge of the English language is satisfactory and like anyone knows with languages, can show improvement. However, many of our staff speaks several languages as well. I am fluent in four languages and am available to correspond and communicate with our Guests, that I love to meet personally almost on a daily basis. Additionally, I respond to this Guest review on behalf of my other colleagues in the tourism field. In Portugal it’s part of our culture that we proudly love: to be welcoming in every aspect to the traveler. Also speaking their native language in order to make them feel even more at home. With this point illustrated, I want to comment on the referred supposed answer of “I was lucky because tomorrow is Saturday and they don't work for weekends” and “…I don’t want to talk about it because Lisbon is wonderful and you might extend my stay” is something that I believe could only be a language misunderstanding from someone that obviously was not happy with the stay (noises on the street, city life).
Our Portuguese culture is well known for extending acts of kindness and politeness towards all Travelers/Guests visiting our Country.
At ZUZA team our politeness and sensitivity to Guests comfort does not encourage those types of answers.
In closing, The ZUZA Team truly cares about our Guests well-being and time spent in Lisbon. Similarly, as I said before we are very sensitive to any negative experiences our Guests may endure during their stay in the city. We do our best and make every effort to assure a comfortable and welcoming stay.
Looking back to May 2012 my records indicates that ZUZA Apartments also included the ZUZA CITY BREAK SUITES. It should also be noted in this forum for future Guests, that the ZUZA team is no longer associated with the CITY BREAK apartments. It is now the LISBON CITY BREAK - Lisbon Homes. I mention this here to prevent any further confusion. I have worked diligently to have all of my properties in the heart of historic Lisbon and as per Guests comments made to me in person or by email those were not so centrally located for a perfect time while in Lisbon, from the visitor perspective. Reason why I stopped working with these apartments.
I do hope that this response will be viewed by the party who wrote the review on TA and will clear up any discontent or negative feelings. I welcome a dialogue with any Guests to enhance their experience at any ZUZA properties from the past or into the future. It is my utmost goal to provide a wonderful city experience here in the very heart of this beautiful and charming city of Lisbon that I am so happy and blessed to live and to share with enthusiasm my love for my city with all my prospective, current and past Guests. I look forward to opening my doors to future readers and visitors to Lisbon.
With all of my sincerity,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.