Eurostars Universal Lisboa Hotel — Hotel in Lisbon

The overall impression of the hotel was terrible. Of the pluses, I can only note the kitchen. Of the minuses: Terrible group booking service. In November 2022, we went with a group to attend the Web Summit and chose the Eurostars Universal Lisboa hotel because of its close location. I contacted the hotel regarding a group booking (40+ people) at the beginning of September. Mariana Lacerda (from the Reservations Department Eurostars Universal Lisboa) replied that yes, there is such a possibility. This is where our conversation ended. I wrote emails every day, and I called the hotel every day, but each time I received answers that Mariana Lacerda would contact you soon. A month later, I just received a response that we had booked the required rooms, and they sent me an invoice for payment. Invoices were miscalculated, I reported this. A month later, my invoices were counted. And wrong again. As a result, I was sent the correct invoices only after I wrote a letter to the hotel’s director - Ricard Mazón Arcos! And I received a complete answer 2 days (!) before the check-in! Full 2 months of hassle!

Disgusting staff. During the whole booking process, I said every time that we needed rooms with separate beds. As a result, many rooms were with one large bed. Therefore, the check-in took a long time, as each room had to be checked. Some of our employees were given gifts from the hotel. For example, they brought me a bottle of champagne from the hotel. Since I was tired that day, I left the champagne for the next day. When I returned in the morning after breakfast to the room, there was no longer a bottle of champagne in the room (the room was being cleaned). When I asked why they took it away, I heard the following answer: “Well, you didn’t drink it yesterday, we took it away” - “Okay, give it back to me” - “Now you have to pay for it.” No comments. We also booked a conference room for work for 3 days. And also, in the conference room, we ordered a menu for the Coffee break. And here is the following situation: hotel staff brought food from the coffee break menu, and after 10 minutes, we left for lunch. When we returned, there was no food on the coffee break menu. “Why did you take the food?” - “You’re out for lunch” - “Give it back to us, please” - “Okay, but you have to pay for it.” - “But we already paid” - “Yes, but didn’t eat it and went for lunch”. One evening we spent time in a conference room. In the morning, we were informed that we had to pay for the time spent in the room in the evening. “Yesterday you saw that we were in the room” - “Yes” - “Why didn’t you immediately say that you can’t spend time there in the evening?” - “...” Simply put, the hotel staff were always trying to charge us as much money as possible, just for any reason. When, after returning, we received invoices for incomprehensible amounts of money, we tried several times to contact the hotel management, and we were simply ignored.

Conclusion: the hotel itself is relatively good, and the food is delicious. The rooms are small, in our room, the shower cubicle was broken, they didn’t fix it for us, they didn’t replace the room. The staff is simply disgusting: both in the hotel and management. It spoils the whole impression. So, if you have a choice, never stay at this Eurostars Universal Lisboa hotel, where they will try to deceive you at every step, and charge you as much as possible. You will get poor service and complete disregard from the staff when trying to resolve any issues. The Eurostars Universal Lisboa hotel positions itself as 5 stars. I...

Hotel in general is nice and looks ok however not worth of the money paid for. Second night of our stay,I have tried to order room service,dinner in our room,as we were walking all day long and just wanted to relax. I called room service at 20:25 several times,no one was answering. Called reception then, they said we will transfer your call,despite me saying no one is answering,and they are like try again later. I called half hour later same thing,same receptionist. Finally at around 21:05 nice guy answered and said,well let me order here from the desk,I will put your order in and it will arrive in half hour to 40min. I was so happy and said ok. 60min has passed there was no my food. I have called reception,another person answered,I have again explained my situation and asked for help regarding my order,as I have called room service prior,no one is answering. He is like I will transfer you to the restaurant. I said I do not want to loose another 1hour waiting in line or on hold where no one is answering in a five star hotel,so please can you sort this for me,call them,or visit them,check,and please let me know[is that so hard..]. Guy got so incredibly rude and said I am just receptionist,without any other solution,the best I can do is transfer your call to the restaurant. Finally I reached restaurant at around 22:15,almost 2 hours after trying to order room service and they were apologizing that they are busy and the order will be ready in 25min. Order came 1hour later. We have ordered burgers for 18euros. I have opened the plate, burger was the worst horrible burger I have ever seen in my life. It was the burger bread,not even grilled,I think just taken out of the bag,burger meat inside,and fried egg on top. No cheese,mustard,ketchup,mayonaisse,at least slice of lettuce,bacon,tomato,nothiiiing,just could not it. French fries by the side,no ketchup,no mayo....is that service of a five star hotel. Brekfasta serving coffee in a plastic cups?? Plastic cups in a five star hotel. I have been asking for honey troughout my stay and every time I asked they said they do not have honey. How come in a hotel you do not have honey?!? Is that even possible? The cheapest bar you go to have tea has honey. Checking out,receptionist didnt even asked how was your stay,anything I can do for you,poor customer service,very poor customer service. Will never ever visit this...

We visited Lisboa for 5 days and this was our vacation hotel and we had nothing to complain. The checkin was nice and smooth and they fulfilled all of our wishes (quiet room, higher floor and with a shower). They offer free infused water and Pastel de Nata directly in the lobby. The Hotel has a great location and you will walk only 5 Min to the Metro/train station and the biggest shopping center in Lisboa. The breakfast was great and you have a lot of different choices. They have furthermore a rooftop bar and pool, sauna and a fitness room.

ROOM We got a room in the 8 floor, which was very quiet and had a great view over the ocean. The Bed was comfy and very big and the bathroom had a great size too. The Shower was huge, so that you can easily have a shower for 2. The TV has a lot of different channels and you can use your Netflix Account if you want. The only thing that we missed is a little bit of space where we could put our things. the only thing what we missed was the toilet brush (there is no one in the whole building :-))

BREAKFAST the Breakfast room is very nice and you will sit comfortable. At first they offer you as much as you can: Champagne and freshly squeezed orange juice. The buffet is good and you will find everything what you want. You can furthermore order different variations of eggs (poached, scrubbed or sunny side up). Unfortunately they do not offer Egg Benedict, but I told them, that they already have all the ingredients to make it. The Fruit variation was wonderful and delicious as well. The last thing is, that they made their own Pastel de Nata, which was a great start in the day.

LOCATION The Hotel is located in the former Expo-Area and that is actual a busy spot. You will find there some restaurants, a big shopping center and if you want to travel, there is a big train station as well. From the airport you will only need 30 Min by the Metro and if you want to go to the city center it will last about 25 Min and that is...