First of all I'd like to say that thankfully your review is an epiphenomenon in a universe of hundreds guests who have stayed here, and who have fortunately helped me to obtain Superhost status, with 5 star reviews that made you choose my apartment. And secondly, I don´t grasp this review at all but I will, for sure, take it in consideration to be more careful with the guests I choose to stay in my apartment.
"Too stuffy and cluttered" ... what else? I've been in this business for 6 years and actually I've never heard anything so shocking!
At first, this guest booked my apartment for 2 people. Later he asked if 2 further guests could stay in the house, without any extra cost. I have stated that for groups larger than 3 people, an addition guest fee had to be charged as consecrated in the site, which fact was not well accepted. Either way, I welcomed the guests, together with my son, and offered them some typical custard tarts, wine and water, with the same politeness I treat all my guests.
These guests brought a unprecedented number of large suitcases, most likely thinking they were in Quebec and not bearing in mind at all the idiosyncrasies of the historical Lisbon, which obviously caused a problem of space in the apartment. Immedately upon their arrival, I told them personally that for 4 guests with so many wide suitcases, a villa would have been a better choice, but it that would have been too expensive for these guests, since it seems they wanted to save as much as possible. My son offered to help them take the baggage up to the first floor, although he received orders from one couple as though this was an obligatory service. Afterwards, we sat and spoke with the guests a while and then we offered to escort them to the airport so they could return the hire car they had organized. The ladies even joked that they didn't want to get lost as had happened in Romania.
On the next day, one of these guests sent an email to my son thanking him for his kindness of accompanying to the airport. He also asked the possibility of extending their period for one day and how much they had to pay for extra night's stay. My son replied positively and that there was no need to worry, the price would be the same of the other nights and we could take care of that on the day of check-out. Later, they also asked for a taxi or Uber to transfer them to the airport on check-out day, but first they wanted to know the price. The best offer we could get was an Uber minivan for 10€ and the guests agreed.
On the eve of check-out day, I didn't manage to go to the apartment so I asked to one of my colleagues to go there in order to receive the settled price concerning the extra night. However, she later called me saying that she was received with a totally unwelcome attitude with a lot of yelling by the guests. This leads me to believe that the guests didn't want to pay the outstanding amount and then, resolved to make their unfortunate and infamous review on the site, out of spite.
However, when these guests reserved my apartment, it was absolutely clear that there was no air-conditioning, but we supply 3 cooling fans, that have always been more than sufficient for my clients, even in the height of Summer. I have never had any complaints from the more than hundreds guests who have stayed with me, and who have granted me the Superhost classification, a major honour bestowed on me by the guests that recognise my honest work and sincere efforts.
All in all, this booking didn't comply at all with the information supplied - there being 4 people instead of 2 and having stayed for 5 days instead of 4 which also proves that these guests acted with "actual malice" since the outset.