Charlie Itaim

DO NOT STAY HERE! It is NOT SAFE! They gave my door’s security code to a men that enter my room in the middle of the night. I would upload pictures if I could!! Do yourself a favor and don’t stay here!

These flats used to be managed by a different company and were wonderful in the past. Nowadays the only communication you get is through Whatsapp messages with staff that try to go out of their way to be horrible with you, and that won't care about 50% of your problems. My flat only had 1 pillow, I complained, they didn't bring any extra pillow. My flat wifi password didn't work, they didn't care at all, took them 4 days to come over to the flat to see the problem (fortunately I had reset the router and used the default wifi name and password); you want to do early check in? Who do you think you are? A customer that requires proper service? We don't operate with those kinds of people here! Want to do a late check out? You must be kidding, get out of the room! In this trip there were only 2 pillows in the bed; 1 small lousy pillow in the sofa; there was no extra blankets/duvets provided in case it gets cold; the outside area used to have 2 identical chairs and now you only get 1 (don't complain customer! I told you not to complain). So... the people that manage these flats should really be managing a rundown pension in some favela, and not managing what is a good building and flats that have a LOT of potential - that is the main problem, this could be great if it wasn't the service involved. I get anxious - in a bad way - when I stay here, thinking - how are they going to ruin my stay this time? God... dreadful...

I've stayed in this building in the past in flats owned by a competitor of Charlie - they were called Casaí, and the service was 1000x better. Charlie is a bad service provider, when you book with them the only way you have to communicate is through Whatsapp message, they don't have a number you can call, you can't call through Whatsapp as well, only messages. They also never identify themselves in the chats, sometimes you can be lucky and find someone that is friendly, most times you will find someone that argues with you all the time. Location is great for however has business to do in Faria Lima, but the quality is going downhill. For example these flats used to have loads of pillows, they now only have 2; it used to have big sized garbage cans, now only have tiny bathroom ones; it used to have a proper amount of cutlery/glasses, now you get whatever wasn't yet broken. I hope someone quickly makes a competitor to Charlie so I can stay somewhere else.

The place is pretty nice. I normally don't care about customer service BUT in their customer service is terrible. It's mostly a chat bot over WhatsApp. Hopefully, eventually a person answers and often isn't very helpful either. One of the problems was that my internet didn't work the whole time I was there (5 days). And I wasted quite a bit of time trying to talk with customer service to try to get help to get it fixed.

The apartment was very clean, modern, and well thought out. They supplied small soaps and towels, just like a hotel. Pots, pans, plate, and cups were all there, along with a seasoning for cooking to take home as a gift. Parking was safe in the garage, and overall the price was good. However, I had to wait in the lobby for well over an hour because they lost my documents, never sent them to the building to let me in, and then did not answer me or ********** staff over the phone. Meanwhile, we had to pay for street parking, and I got totally soaked in the rain making trips to and back from the car. Due to the long delay, we missed an appointment and got nothing in return except for a "we're really sorry" message. All in all, the apartment itself was great, but I would stay there again ONLY if organization were improved, providing easier and more direct lines of communication with staff and if the plans of sending digital entry codes and a way directly into the parking garage.