Drag Taste - Request for reimbursement

Dear Drag Taste Lisboa and Smart Chapel Team,

I hope this letter finds you well. I am writing to bring to your attention several issues I recently encountered with the services provided by your company and Smart Chapel Sintra. I would like to formally request reimbursement for 70% of the amount I paid for the following reasons.

Firstly, there has been several contract breaches. I was disappointed with the attitude of Pedro Pico and how despite the long time to plan the activities, they were not delivered. This is completely unacceptable. Despite the initial promises made during the planning and purchase process, and even having received all the money in advance, the services not only did not meet my expectations, but my 50th birthday celebration was completely ruined for me and the 50 guests present at the venue. The services either did not perform as described or simply did not perform. Everything fell short of the agreed-upon standards and requirements. This has caused me, my family and my guests significant inconvenience and frustration.

Furthermore, there were several instances where the services failed to deliver the expected results. I have made multiple attempts to address these issues with Pedro Pico and Mafalda Matos, but unfortunately, both just ran away and disappeared from the scene without providing any solutions. The attitude of both Pedro Pico and Mafalda Matos towards the situation has been inadequate and disgustingly unprofessional. The problems persisted along the whole stay, and it became increasingly evident that the services did not meet the advertised specifications and the requirements agreed and paid fully months in advance. The disappearance of Pedro and Mafalda the last day was outrageous.

I will proceed to list all the contractual violations we have suffered:

1st Contractual violation: Teresa al Dente’s performance. Scheduled for 15th of June, it never happened and it was offered to be postponed to 17th of June, which also never happened. Quoted as €2,300.00 plus 23% VAT, for a total of €2,829.00, to be fully reimbursed.

2nd Contractual violation: Wine Tasting activity. Scheduled for 17th of June, it never happened and no solution was provided. Quoted as €1,250 plus 23% VAT, for a total €1,537.50, to be fully reimbursed.

3th Contractual violation: Live DJ & Karaoke Night with unlimited Food and Drinks, Live DJ, karaoke with professional animation to coordinate activity and music, 3 typos of Cocktails, Sangrias and Champagne, Chouriços assados and bread, Patés, Tábuas de Queijos, Compotas, e Enchidos, plus Vários tipos de Tapas. Scheduled for 17th of June, it never happened and no solution was provided. Quoted as €1,250 plus 23% VAT, for a total €1,537.50, to be fully reimbursed.

4th Contractual violation: 2 Professional photographers and videographers to be provided on the night of 15th June. No professional photographer was provided. Request to be reimbursed for this missing service: €2,000.

5th Contractual violation: There were supposed to be 1 Chef & 2 Sous-chefs on the night of the 15th June. Only 1 Sous-Chef was provided. Request to be reimbursed for this missing service: €1,000.

6th Contractual violation: There were supposed to be waiters serving and refilling the guests and the buffet on the night of the 15th June, as well as in the events of 16th night, 17th midday and 17th night. There were no waiters provided. Request to be reimbursed for this missing service: €4,500.

7th Contractual violation: There were supposed to be Chef & Sous-chef for all breakfast times from 16th to 18th June. There was only the chef on 16th and 17th, the sous-chef was missing. There was no Chef on the 18th. Request to be reimbursed for this missing service: €1,000.

8th Contractual violation: There were supposed to be Chef & Sous-chef for all breakfast times from 16th to 18th June. There was only the chef on 16th and 17th, the sous-chef was missing. There was no Chef on the 18th. Request to be reimbursed for this missing service: €1,000.

9th Contractual violation: There were supposed to be professional cleaners for all events, 24 hours. There was limited help, the rooms were never arranged, beds were never made, cleaning was never performed to the rooms. The guests themselves had to do the cleaning. On the 17th, we also were forced to clean everything ourselves because cleaners left after breakfast. Request to be reimbursed for this missing service: €2,000.

Considering the aforementioned issues, contractual violations, and the overall dissatisfaction caused, not mentioning the violent behaviour of Mr. Pedro Pico during fado night (he told guests to ‘shut the * PROIBIDO * up’, he told a guest he had to leave to play poker), ignoring all my messages and requests during the 17th of June, as well as disappearing completely during the whole 17th of June, leaving my family and friends to be forced to clean and prepare food which was not their duty, I believe it is more than fair to request reimbursement for all the services not rendered, as well as for all the damages caused. The total cost of the package was €24,808.50, and I kindly request a reimbursement of €17,404 for all non-rendered services and damages.

I believe this request for a partial reimbursement is reasonable and justified based on the unsatisfactory nature of the service and the inconveniences it has caused me, my family, and friends. I trust that Drag Taste Lisboa and Sintra Smart Chapel values its customers and aims to ensure their satisfaction.

I kindly request that you acknowledge this letter within 24 hours of receiving it and provide a detailed response regarding when the reimbursement will take place. I would appreciate a prompt resolution to this matter. Please make the transfer of the reimbursement to the following bank account:

Bank Account Number: 2095 0547 60 9119425766

IBAN: ES93 2095 0547 6091 1942 5766

Código swift (BIC): BASKES2BXXX



If I do not receive a satisfactory response or if there is a further delay in addressing this issue, I may have no choice but to escalate my complaint through legal channels or by seeking assistance from relevant consumer protection agencies, Republican Guard, ASAE, the Sintra municipality, and the Consulate of Portugal in Cologne. However, I sincerely hope that it does not come to that and that we can resolve this matter amicably.

I have enclosed copies of relevant documents, such as payment receipts and the quotation with the services that were supposed to be rendered. I can send all whatsapp messages and emails if needed for your reference, although Mr. Pedro Pico has all the information exchanged.

Thank you for your attention to this matter. I look forward to your prompt response.

Yours sincerely,



Juan Francisco Poveda