Flores Guest House — Hotel in Lisbon

I am staying here for 4 nights with my husband and baby and we were greeted warmly and were offered a complimentary bottle of water. We were shown to our room, which was across the street from the reception building - the receptionist helped us with our luggage there and even carried one of them up. The stairs to go to the rooms are steep and uneven so extra caution is required when carrying things up and down - I do not recommend this guesthouse to anyone with mobility issues for this reason. It is also a challenge if you have a lot of things to carry. We booked the Classic Queen Studio and the room is spacious enough for the 3 of us as we are able to set up our pack n play for our baby. It is also clean and the bed is comfortable. It has a small kitchen that includes a fridge, microwave, sink and basic dishes. There’s also a coffee maker and kettle. The bathroom is very small and the shower gel in the shower is very watery and not useable - luckily we travel with our own toiletries so this isn’t a problem for us. The reason I took stars away is because of the shower. It is COLD. It got colder as I showered and I actually had to stop after a couple minutes because it felt like an ice bath. I had my husband call the 2 receptionist numbers that they provide in the room but no one answered. So my husband walked to the receptionist building and told them about the cold shower. The receptionist said every room has it’s own boiler and it should be warm - he said he would let maintenance know but it could not be checked until tomorrow because of the time (it was 930 pm). What was bothersome was that he did not even bother to come to the room to check it out or offer any other remedy (ie. new room or compensation). So I had to finish my shower in the very cold water. Another reason for the lower rating is the NOISE. If there is a room above you, you can hear every step - especially if they are wearing shoes. We awoke to loud walking and construction from next door (they started hammering pretty early in the morning). We also were the first unit at the top of the stairs so we could hear everyone coming in and out - the door slams when it’s closed. This is not a 4 star hotel - I’m not sure why it is labelled as that on Google. I’ve stayed at 5 star resorts and hotels around the world. This is a 2-3 star guesthouse/apartment.

Update: My husband took a shower the next morning and the water was warm. The water temp was up and down though, which makes for an uncomfortable shower. They also did reach out to us the next day via Whatsapp and apologized. They moved us to a room 1 floor up that was less noisy and had a warm shower. It was also slightly larger. You can still hear the construction but it’s not as obvious. It was a bit of a nuisance to have to move rooms because of all the luggage we had but we’re glad they accommodated our needs. For this reason, I would rate their...

We stayed for 3 nights in a superior double room without breakfast.||Lots of good points, the staff are friendly and very helpful and the room was clean and had all the basics that we needed. There are a few little cafes and restaurants within walking distance. The price is very fair for what you get. Check in and check out are speedy and easy. We were offered water and a chocolate on arrival. The bed was large and comfortable. The towels were good. Security felt good and the area felt safe. ||A few little flaws though which would decide for us not to return to this guest house, personal choice.||Like the whole of Lisbon, it's in a very hilly part of town and quite a long walk into the centre (shopping and Alfama). ||The soundproofing to the road was excellent but between the rooms it's not so good. You can hear feet clomping around above you and amorous people next door haha.||The free toiletries are minimal, tiny bit of soap, shower gel and shampoo. No conditioner or shower cap. The hairdryer did not turn off unless you unplugged it.||No milk for making tea/coffee and no instant coffee.||Very steep stairs. Luckily the guy at reception changed our booking from the top floor to the first floor. We were in 104||Some of the bedroom furniture is a little tatty and not just shabby chic.||Overall we had a good 3 days but next time we would stay nearer the centre and would hope for better soundproofing...

I felt wronged by the hotel and would not recommend it to anyone. I made a reservation for 10/Sep/22 through hotels.com. I had another reservation in the same city that I wanted to cancel and I mistakenly canceled the reservation at Flores Guest House a month before my scheduled stay. I tried to get in touch to clear up the misunderstanding and the hotel informed me that my room had already been booked by someone else on the original date. I then asked to use what I had paid as a credit on another date. They informed me availability for 7/Sep/22. I replied the same day that I wanted to book. They replied 4 days later saying that they no longer had availability for this date and that they no longer had any availability on the dates I would be in town. I then asked for a refund of the reservation amount, as the hotel is already completely full. The hotel representatives (João, Adi and Leonor) replied saying that they could not do anything and that they would not proceed with the refund. In other words, the hotel, in addition to being full and not having been harmed at any time, decided to appropriate my payment and earn 2 nights in the same room for the 10/Sep/22. Instead of being fair and honest and refunding me since the room I mistakenly canceled had already been booked, they decided to take advantage of the situation and earn extra money. Extremely disappointing...do...