As forming part of my team - managing & preparing the apartments to their very high standard - my sister, Ana, whom is fluent both in Portuguese and French, however not strictly in English, spent more than 20 minutes explaining the most relevant details to David upon his arrival at the apartment. And in English!
As she's capable to communicate sufficiently enough to be understood by almost any native English speaking person, I don't recall David complaining or even mentioning this discrepancy until it came time for him to write his review and describe this fact imprecisely.
The morning following David's check-in, and with respect to his confusion on the subject of the FREE breakfast, I explained to David that there is - as was indeed delivered - a breakfast which is NOT included in the price as is stated in the description.
Of course there is a photo of the free breakfast I offer and one just needs to take more care in reading the description thoroughly. To avoid flawed and erroneous misrepresentations.
After having already taken 2 calls from David to help resolve the situation and clarify the confusion, he proceeded to call me a third time. Incessantly.
However, since I was driving on the highway - and what with it being illegal and unsafe to answer a telephone whilst doing so - I was obliged to finish my journey before I could return his barrage of missed calls once I'd reached my destination. And which I did immediately and without pause.
I was not avoiding or attending to his calls, to wit, I was driving and quite simply unavailable for a short while.
To my surprise I discovered a short while later that David was intent on cancelling the days left remaining on his booking.
Naturally, I accepted this without hesitation and without charge as it is not my intention to ever keep a guest against their will or penalise them as a result.
After this, and as David mentioned, I found 2 credit cards that he'd left in the apartment after his early departure and contacted him immediately to inform him of this. It seemed he hadn't even realised yet that he'd lost them.
However, when it came to discussing with him how he might retrieve his cards David requested if I might deliver them to him directly. It seemed David mistook me for a concierge at a 5 star hotel.
Since he was in fact just a few kilometers away I agreed to meet him halfway, as a courtesy, as I realised he was quite inflexible.
We arranged to meet where he could quite easily take a train or subway, but instead David hired an Uber - apparently his preferred means of transport during his visit to Portugal since everywhere in Lisbon seemed to be inaccessible to him.
Or perhaps he's simply unaccustomed to taking efficient public transportation.
This practice of hiring an Uber appeared to interest David more even prior to his early check-out as well since, what with the trams and busses being but a brief 50 meters walk from the quiet street where the apartment is located, he seemed disinterested in navigating the 2 roads it took to get there. This included the subway station which is a pleasant and gorgeous walk only 10 minutes away.
All of which, as a matter of fact, is mentioned in the description of the apartment and the surrounding area.
Had David noticed on the map, Graça sits atop the highest hill in Lisbon and it is what makes this area so unique.
It's a typical Portuguese neighbourhood, quaint and steeped in history, where any willing visitor can truly experience the charm and culture of Lisbon should they be daring enough to do so with the minimum of effort.
Finally, yes, my apartment has overwhelmingly fantastic and positive reviews because they are true and accurate reflections of my work and the satisfaction of my guests.
It's regrettable that David's expectations of the apartment and area were not met. Perhaps a closer and more careful examination of the description of the area, apartment and explicit pertinent details before he'd booked the apartment might have been advisable.
Moreover however, the careless, false and imprecise means taken to cancel his booking is the most regrettable of all.