Electric Shock, Heating Failure, and Poor Handling
31 Dec 2025
Our stay at Luz Charming Houses was deeply disappointing due to two major issues, a serious electrical safety incident and a complete heating failure on our last night. Both were handled in a way that raised real concerns about guest safety and the hotel’s response when things go wrong.During our stay, I received an electric shock in the room while unplugging a night light in order to connect my phone charger. The socket was located under the work desk at the entrance of the room, an easily accessible area clearly intended for guests to plug in their devices. This was normal and reasonable use.The cable of the lamp was visibly damaged, with exposed wiring, and appeared to be taped. Regardless of whether this tape is claimed to be part of the original design, exposed or stressed wiring at a point meant for guest handling is a safety hazard. The attached photos clearly show that the shock occurred at the cable directly connected to the wall socket, meaning standard mains electricity rather than a low-voltage source.I contacted the hotel immediately after the incident, around 20:30. Despite reporting an electric shock and visible damage, no staff member or manager came to the room that evening to check on me or inspect the outlet. The lamp was only removed the following day.What made the situation worse was how it was handled afterward. Instead of being treated as a safety issue, it was minimized and described as an “inconvenience,” and later as a “minor shock” from a “low-voltage lamp.” It was also stated that the lamp was not intended to be unplugged by guests, despite being fully accessible and having no warning or indication that guests should not unplug it.As a response, the hotel offered a bottle of sparkling wine. Offering alcohol after an electrical safety incident felt inappropriate and did not reflect an understanding of the seriousness of the situation. We were staying as a family with a baby, and this was a real and immediate safety risk that could have resulted in serious injury. There was no in-person follow-up beyond text messages, no inspection conducted in our presence, and no confirmation that the room was safe. I requested at least a one-night refund following the incident, which was declined.On the last night of our stay, the heating stopped working and the room became extremely cold. By morning, the temperature had dropped to around 5°C. We were staying with a baby and had a very poor night’s sleep, waking repeatedly due to the cold. The blankets provided were not suitable for such conditions.There was no emergency during the night, which is why we did not call an emergency number. We contacted the hotel at 7:00 AM and were told reception only opens at 9:00 AM, so no assistance was available at that time. Later, the issue was described as a “minor malfunction,” yet no solution, alternative arrangement, apology, or compensation was offered, including at checkout.Overall, these were two concrete incidents involving safety and basic comfort. The delayed response, repeated minimization, and lack of direct engagement left us with serious concerns about safety standards and accountability at this property.
Pedro Silva, Proprietário at Luz Houses, responded to this review
With regard to Point One, it should be clarified that although the Guest stated that he suffered an electric shock, the truth is that there is no factual evidence to prove that such a hypothetical accident occurred.In fact, despite the Guest's claim, he was asked if he required medical assistance, which he denied, adding that the electrical panel is equipped with a protection system that, in the event of an electric shock, automatically and instantly shuts down the panel and completely prevents damage or risks from electric shock or electrocution to people or animals, according to a report issued by an electrical technician.Thus, no facts were presented in the fanciful complaint that would allow us to conclude that “such an electric shock” occurred. Regarding the lamp mentioned, it should be clarified that it was removed from the room in accordance with all internal safety procedures. Furthermore, the alleged “adhesive tape” does not correspond to any improvised repair, but is an integral part of the cable and the original design of the lamp, constituting a specific seal made on the cable connections, a fact that is clearly visible, even in the photographs published by the guest himself.It should also be noted that this type of lamp is not intended to be unplugged by guests, and there was no prior damage to the cable. Therefore, what can be seen in the photograph can only be the result of improper handling when removing the plug. We repeat that this plug is not intended to be removed, and if this happens, it should be removed by the plug and not by pulling on the cable, as appears to have been the guest's behavior.Furthermore, we inform you that all these facts are supported by the report made by the electrician responsible for the maintenance of the hotel.With regard to the heating issue, the situation was reported to us outside reception opening hours and therefore could not be addressed immediately.As informed at reception upon check-in, direct contact with reception is not available between midnight and 9 a.m., and it is certain that the guest in question, like all others, provided their emergency contact number upon check-in, and it is certain that the guest in question, despite being aware of this fact, did not contact the emergency number, which allows us to conclude that the alleged heating problem did not exist.Although no fault attributable to the hotel was found, we chose to act cordially and in good faith, always seeking to alleviate the discomfort expressed and offering a gesture of courtesy, never as an admission of responsibility.It should also be noted that, during the stay and immediately following the alleged occurrence of an “electric shock,” the guest in question immediately and explicitly requested financial compensation, i.e., damages, adding that the guest later informed the undersigned that he would remove the comments on social media if he were compensated, which undoubtedly and clearly demonstrates the guest's true intention.At Luz Charming Houses, we take the safety, comfort, and well-being of our guests extremely seriously and will continue to be guided by high standards of quality, transparency, and professionalism, which are widely recognized by the vast majority of our guests.
User:Anita D
Trip type: Couples
Perfection
03 Dec 2025
Everything, from accommodations, service, food, cleanliness, quiet, charm, and impressive attention to detail, are why Luz Houses rates 5 stars. We had no reservations when we left Lisbon in the rain on 24 November in a rental car. We definitely didn't expect to experience car trouble on our way north. By the time the car was drivable again, it was getting dark. My partner found Luz Houses on our GPS so we drove in the direction of Fatima. We were relieved when we arrived at the gate and learned that one Luz house was still unoccupied that night. After parking the car, we waited in the "Mother House" while #5 was prepared. We drank tea and ate cookies while drying off and feeling lucky. House #5 turned out to be the perfect one for us, cozy and warm with plenty of space and everything we needed. After a good night's sleep, we decided we needed to stay a second night. That meant we'd have time to drive to Nazare, an hour away, to see the waves. At breakfast on both days, we'd had the opportunity to speak with other guests and hear about their adventures as we indulged in an incredible selection of foods. We also had the good fortune to meet Pedro and Ana, the proprietors of Luz Houses, on the day we checked out, which added more value to our stay. Before we left, we walked around the grounds experiencing an overall feeling of peace and contentment from being surrounded by nature. For us, Luz Houses was the kind of serendipitous experience that makes life worth living.
User:Susan M
Trip type: Friends getaway
Peaceful and Spiritual Respite
27 Oct 2025
Our stay at Luz Charming Houses was a beautiful and peaceful retreat during our two-week trip to Portugal. Every detail was thoughtful and we felt spoiled during our stay. Many thanks to the amazing staff for treating us so well.
User:Ger K
Trip type: Couples
A lovely relaxing place
28 Sept 2025
What a wonderful house and grounds. The breakfast is outstanding, one of the best we’ve had. A great place to stay. Within a short distance of the holy places in Fatima.
User:Megan G
Trip type: Couples
When you just need to get away from the kids...
05 Aug 2025
This place was a step into heaven. Honestly it was beautiful and quiet, but what I thought was even more special, was that the customer service was far what I could have expected. The staff was incredible. Mariana at the front desk was so welcoming and helpful. Thank you so much for such a great stay - what a great way to celebrate a 40th birthday (we even got a little tart with a special handmade note in our room!)
Fatima, Centre Portugal
About Luz Houses
User Rating & Reviews
31 Dec 2025
03 Dec 2025
0204 505 9777