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I booked accommodation through Uniplaces for an apartment in Lisbon, Portugal under the assumption that, due to their service fee, the property would be thoroughly inspected to ensure livability. However, my experience was severely disappointing. Despite the presentable online listing, the place was riddled with mold (which I am allergic) and affected my health. Furthermore, the couch was stained, and the refrigerator was barely functional, on the verge of falling apart.
I repeatedly reached out to Uniplaces, but my efforts were met with generic, unhelpful responses. Alarmingly, a company charging substantial fees lacks a direct phone line for customer service, raising concerns about their commitment to addressing issues effectively. The Uniplaces staff failed to offer any compensation, such as a rent discount or a refund of the service fee, leaving me deeply dissatisfied.
In contrast, a platform like Airbnb would have facilitated a seamless relocation to another property without additional charges. Regrettably, my experience with Uniplaces was far from positive, and I cannot recommend their services based on this encounter. Their failure to address concerns or provide adequate support has deterred me from using their platform in the future.
Moreover, the fact that Uniplaces provides guidelines for submitting reviews suggests an attempt to curate and control the feedback, potentially compromising the authenticity of the reviews. This practice raises doubts about the company's transparency and willingness to address genuine customer experiences, further eroding trust in their service
Desired outcome: service fee refund which was about 750 Euros as I did not get much service.
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I understand your frustration. When you pay for a service, especially one with substantial fees, you expect to receive what was promised. Uniplaces failed you, and that's unacceptable.
Here's what you need to do: First, don't let this go quietly. Make noise about your experience. Use social media, review sites, and any platform you can find to share your story. Companies often respond faster when their public image is at stake.
Next, escalate your complaint directly to Uniplaces. Demand to speak with someone higher up in their organization. Sometimes, persistence and reaching the right person can make a difference. Emphasize the health risk the mold posed and how their failure to address your concerns is not just poor service but a serious issue.
Consider contacting local consumer protection agencies in Portugal as well. They can sometimes apply pressure in ways individual customers cannot. Also, explore legal advice if necessary.
Lastly, vote with your wallet. You've already noted that other platforms, like Airbnb, provide better support. Use services that respect and value their customers. Your health and well-being are too important to be compromised by subpar service.