Only Apartments
Reviews and Complaints

Dear Gregory,
We are sorry you were not happy with your stay in Lisbon. We have been talking with our Customer Service department and looking through your case carefully. We have seen that, from the first minute of your arrival to Lisbon, the owner of the apartment has been in daily contact with you. We were in CC of all those emails as they are owners working with us for many years. The owners were the first ones wanting to know if you were happy and trying to answer everything you were asking. From you we received 1 email during your stay and, as we were in CC of all your conversations with the owner, we saw that they and us were answering everything.
We have received 1 other email from you and our Customer Service department has already answered it.
About the apartment, the map - location on our Website represents perfectly where it is. http://www.only-apartments.es/es/lisboa/skychiado_48834/
You can see in the map the location, metro, and everything. It's Google the one saying automatically in which district it is. About the smell, you could read in all the comments that some persons said that the building sometimes smelt bad but it never distubs inside the apartment. As they told you, everything was recently cleaned when you arrived. As allways.
Again, we are really sorry you were not happy during your stay. But you have been supported and answered daily.

Best regards,
Only-apartments

DO NOT USE APARTMENTS ONLY. We arrived in Italy at the apartment and no one showed up. We waited outside four hours in the cold with 4 kids and had to walk half a mile to find a hotel at 10pm. No one contacted us until noon the next day. By that time we had to pay for two nights at the hotel and are now fighting to get reimbursed with no luck. Will be contacting pay pal to file a dispute since we paid through them. Never have had this experience renting apartments and houses in other countries or states but this was first and last time using this company
Janet Russeth
Phoenix Arizona

The website only-apartment.com is the worst website ever to book your holiday rentals.
The accepted my booking for an apartment in Moscow and sent me an email the next day stating that they have checked the availability and they confirm the apartment is available.
After about 15 days i get an email from the owner stating that he is fully booked on my dates and that there is a system error hence i should go online and cancel my booking. I intimated the website of the same and they did not do anything about it. The simply cancelled my booking and asked me to look for another one. The availability and prices of other apartments had changed by then since i am travelling in Heavy tourist season and now i am stuck with nothing.. not even some compensation or credit to do good my loss.
This website is a HOAX i think. Please do not use it

I booked with only- apartments for the first time in May 2016.
I will never use this website again.
The full amount of the rental had to be paid upfront and was deducted from my account on 27 May 2016.
The day before I was due to travel I was contacted by the apartment owner to say the apartment was flooded and cancelled the booking.
2 months later I am still waiting to be refunded my money.
DO NOT USE THIS WEBSITE

i am a translator on Elance and ONlyapartments have cheated me of my earnings, do you believe it ?
I have refused to do supplementary (and unnecessary) hours of works for them, so they refused to pay !
Thanks to escrow fund i have been able to be paid...but only half my money!
Stéphane

Overbooking happens with Booking.com, HouseTrip and almost every big or small Company. We can read bad comments about all such companies, yet they work for majority of clients and are expanding. I have noticed that Only-apartments at least responds to complaints, unlike some other companies in the field.

Thank you for the comments so far. My name is Ramon, and I am the Director of Marketing at Only-apartments. I’d like to provide a few updates and clarifications which I hope are of use:

We do our best to prevent overbookings by constantly reminding apartment owners to keep their calendars up-to-date, but in the rare cases when they occur, we do everything that we can to find clients accommodation of a suitable standard. Recently we communicated a new policy to all of the apartment owners who list properties with us, and continue to remove the apartments of owners who break this policy. We anticipate that this will reduce occurrences further.

As regards our responses to complaints and requests for refunds, we definitely agree that this could be much more efficient and are making improvements to our processes in this regard. While we do not own any of the apartments we list with us, we do try to ensure that every apartment we list meets a minimum quality standard, and are happy to remove any apartment that has not met basic standards or is not as it appears on our website.

You can read the comments of many satisfied clients on Trustpilot, which is an independent portal for consumer reviews, here:
http://www.trustpilot.com/review/only-apartments.com

And please do not hesitate to contact our team 24 hours a day if we can be of any assistance.

Kind regards,

I would not advise anyone to book with only-apartments.com. I rented a flat in Paris through them and when we arrived at the flat - Portefoin 1 on 12 rue portefoin in the 3rd district - it was filthy, stinky, and lacked basic necessities such as toilet paper and tissues. The shower floor was old and unrefurbished. To make matters worse, there was no hot or even warm water for showering or washing dishes. Technically, the local company in Paris called Centre Paris - whose page for complaints I cannot find - is more at fault for the unpleasant state in which we found the flat, but only-apartment does partly own the flat and should have enforced much better standards.

I will never in my right mind rent with them again in the future.

DO NOT USE Only Apartments website! It's a SCAM
We booked the property on Crete and once we arrived the property had our reservation but they were full, so they put us in the neighbouring property, which was way below the standard of what we actually booked. Upon our return we contacted Only Apartments asking for a refund of a booking fee which they simply straight out rejected.
So basically they will take the reservation money with no guarantee of reserving the property. Amazing! How could sites like this actually be in business? Not for long I hope.

I am battling with only apartments.com at the moment. Although their website makes no mention of a booking fee, in fact specifically says "There's no additional charges. The total amount includes the taxes and administration expenses", they charged me over 100 euros - over a quarter of the cost of the apartment - simply for making the booking. I thought I was paying a deposit but the owner hasn't received a penny and the website refuses to refund the charge. So frustrating - I book a lot of accommodation online and have never paid this type of fee before. Don's use them!

I have also very bad experience with only-apartments. with a group of four we hired 80 sq meter, two bad room apartment in Lisbon in October 2012. After arrival we learned that our apartment was not available and we were offered one bedroom 40 sq meter apartment with a small discount. As there was 8 pm we had no choice but to take what was offered. Next day we contacted only-apartment office and they let us know that they were not aware of the situation. Their advices to chase the owner to refund and to look for another apartment were useless as we came only for 3 nights. We asked for the refund a couple of times but they simply ignore us and never reply. I do not recommend to work with them. They are not reliable.