Good rooms, terrible service and maintenance. Do not stay.
Reviewed 27 July, 2021
We stayed for two evenings in July. Hotel is furnished well, however we ran into extreme issues with the amenities and service.
Checking in, we arrived early and were told we could receive a text when our room was ready while we walked around Lisbon. At no point did we ever receive that text, and eventually came back on our own in the evening. No offer of help with bags etc.
Despite being advertised as a wine and cheese hotel, we were not given wine or cheese upon check-in nor at ANY point of our stay. We similarly were told that breakfast would be €8,50 despite being told previously it was free.
In the room, half the lights hanging were out and the blow dryer installed into the wall didn’t work. We pointed this out but there was no change. We were put next to the hotel entrance on the first floor, where slamming doors could be loudly heard anytime someone entered or left.
Our first night, we were woken up by a nonstop beeping noise directly outside our room. The WiFi, AC, and phone had all stopped working, so we were unable to call for assistance. Keep in mind, the front desk closes at 6pm and nobody can answer concierge calls after that point, you are essentially on your own. After about an hour, an employee who happened to be checkin on something else happened upon the alarm and fixed it after about 20 min. By this point our room was insanely hot and we barely got to sleep before the next day.
The next morning, we went to the front desk to check on whether the alarm situation had been figured out or if it was going to be a problem that evening. We were told moving rooms wouldn’t be necessary, that everything would be fixed, and that for our trouble we’d be left some wine and cheese, which was kind.
None of that happened. In place of the wine and cheese promised, we were left two small macaroons. Our friends staying on the third floor who had no issues similarly received chocolates that evening, since it was collectively our last, which indicates that nothing was really done to make up for the night before. This evening, we were locked out of the building and our room because our room code randomly expired. Thankfully our friends were able to let us into the building with theirs. Because the desk was closed and we were locked out of our room, we had to borrow our friend’s phone (they had an international plan) to call an employee outside the hotel. This individual then gave us a different code to access our room without any security check or confirmation of who we were, nor an apology for the situation. Then, finally, we discovered the AC was still broken and the room was again hot. We again borrowed our friend’s phone to see if they could help us with the situation, we were told we were both unable to change rooms or do anything to fix the AC until the next day (when we were checking out). The employee quite literally said “I don’t know, we’ll deal with it tomorrow.” No apology of any kind.
I really wanted to like this hotel. Unfortunately, the little time we spent in it was fraught with nonstop problems and no apology or effort to make up for them. We’re really disappointed.
Disappointed, lacking in service
Reviewed 24 July, 2021
Nice room and staff, poor service + overcharged
We were warmly greeted except weren’t given the cheese and wine upon arrival as included in the name of the hotel - although it was casually mentioned strangely…..
I realized I was overcharged about $15-20 due to kids staying free under 12 and was promised to get the charges fixed and it wasn’t. I even emailed, no reply.
Breakfast was included but we left too early to enjoy and we were told maybe they could do something for us - I assume a small pastry to take on the road - but no follow up. Instead we got tiny cakes and cookies left in our room in evening - but came back too late to enjoy. I wouldn’t want someone to enter my room either without prior notice so that was also weird.
I paid for a family room that was not labeled interior -which cost more -and thought it had a view or at least a balcony - neither. Cute bunk beds and decor. Floors were super dirty and that was annoying.
No amenities explained- for example there was a coffee maker in room but coffee pods were for downstairs maker not our room - but where downstairs ? No idea. Never explained. Receptionist was friendly on arrival then disappeared for rest of our stay.
Super disappointing. Had higher expectations.
Nice people but poor service from start to finish
Reviewed 27 June, 2021
I was travelling with two children and booked the only family room available.
The reception closes at 5pm and, as I had a long day of travel and was arriving after 5pm, I emailed to ensure that I'd be able to get in and that I could put the kids straight to bed.
However, despite assurances that everything would work/be set-up, it wasn't. Therefore there were a series of frantic calls to get in to the building then get into the room - only to find that the kids' bed weren't made up.
The room was like a prison cell and, when the kids beds were out, there was no space to move from one side of the room to the other. Some artistic license has been taken with the photos as we were in the room during sunny days in June and it was never as bright as the photos make it out to be.
The hotel does not offer laundry services. The reception were going to accept Amex at check-out but then found out that they couldn't and the only working card machine needed charging. This delayed the taxi I'd booked to the airport and meant a mad dash through the airport.
The hotel industry has been hit hard by the pandemic and I want to support its recovery but this was not a great advert for the industry. I'd take a short term rental over this hotel any day of asking.
It's a tough review to write as the staff in the hotel were friendly but that, and little daily cakes, does not make a great hotel stay.
Reviewed 30 November, 2020
You look, you check, you come and stay - unfortunately not for longer. A very good place with proper surroundings and no time to get bored. Plus for heaven's sake a kiosk not far away because at the place the missing thing is a bar.
Staying one night for work
Reviewed 26 October, 2020
Comfortable, thoughtful and nice. The details made my staying very welcome. The space is stylish and the crew were very helpful. A great location as well, and delicious breakfast, with fresh food and timely served !