Goodmorning Solo Traveller Hostel — Hotel in Lisbon

Hostel is clearly discriminatory.||||Prior to booking, I sent some polite emails with some questions. It took several attempts to a chase a response before I heard back. When I finally did, the infromation provided was incorrect and only partial.||For example, I was told the prices on their website included the city tax. They didn't. I was also told by the 'Manager' that all pricing details are listed in their FAQ including the hidden charge of the resusable cup they charge for. This was also untrue. Whilst now amended, it's incredible this incorrect information had come from the 'Manager' who clearly hadn't bothered to verify the accuracy of the information he was providing, nor apologizing once apparent he was in the wrong.||I was then told I didn't have the right 'vibe' for staying here. Unsure how that could be determined when they were yet to meet me. I can only assume the hostel searched for me online and then made a racially based decision to deny me the option of staying.||||Further issues occured, as highlighted in my response back to the 'Manager':||||Hi X||||Thank you for your email.||||Firstly, it is a shame the issues I have made you aware of (lack of timely responses, incorrect information provided by your colleague in terms of total cost, failure to accurately inform guests at booking stage of total applicable cost until they've booked, confirmation that your hostel is full when it isn't etc) have gone ignored and unaddressed.||Slightly ironic you would ignore these matters after I specifically escalated the issue to you as Hostel 'Manager'.||||You claim the city tax and reusable cup charge are covered during the reservation process. Please provide a time and date stamped screenshot of this as I have shown you in my earlier screenshot that this is not the case. Furthermore, I attach screenshots of your FAQ - please confirm exactly where within this I find the mentioned information as I disagree it's listed.||Listing the charges, if different to what a customer has authorised to pay, only once a reservation has been made, is both immoral and illegal.||||I find it amusing you claim my 'vibe' is not right. An interesting conclusion to draw for simply asking booking related questions and pointing out inconsistencies discovered as I tried to give you my business. I'd hate to see how you handled a serious issue if a customer actually complained. I suppose they wouldn't have the right 'vibe' either.||In my 20+ years of hostelling, I'm yet to be greeted with such hostility and unprofessionalism.||||As you'll be aware, Lisbon is full of excellent hostels and I've since booked||elsewhere.||||I'm sure you're familiar with Deco Proteste, in addition to Portal da Queixa.||Both are platforms a good Portuguese friend of mine, a highly rated travel blogger, has since made me aware of. He's asked for copies of this email trail and exactly what has taken place with the view of updating his blog on Lisbon hostels (of which you currently feature).||I am considering filing complaints with both, in addition to leaving detailed reviews of my experience across multiple review websites. Some of which do not require me to have stayed - simply to have had an interaction.||||Furthermore, I'd say a complaint in the Livro de Reclamacoes, in addition to forwarding a copy to the regulator, may also be in order.||||I strongly suggest you reassess how you carry out business as it is ultimately your business that will bear the cost of this experience - both financially and by reputation.||||||Regards,||||||Lisbon is full of fantastic hostels - including the beautiful Sunset Destination Hostel. Perfectly located with fantastically friendly staff, a rooftop pool, beautifully clean kitchen etc.||My vote is to...

Hostel is clearly discriminatory.

Prior to booking, I sent some polite emails with some questions. It took several attempts to a chase a response before I heard back. When I finally did, the infromation provided was incorrect and only partial. For example, I was told the prices on their website included the city tax. They didn't. I was also told by the 'Manager' that all pricing details are listed in their FAQ including the hidden charge of the resusable cup they charge for. This was also untrue. Whilst now amended, it's incredible this incorrect information had come from the 'Manager' who clearly hadn't bothered to verify the accuracy of the information he was providing, nor apologizing once apparent he was in the wrong. I was then told I didn't have the right 'vibe' for staying here. Unsure how that could be determined when they were yet to meet me. I can only assume the hostel searched for me online and then made a racially based decision to deny me the option of staying.

Further issues occured, as highlighted in my response back to the 'Manager':

Hi X

Thank you for your email.

Firstly, it is a shame the issues I have made you aware of (lack of timely responses, incorrect information provided by your colleague in terms of total cost, failure to accurately inform guests at booking stage of total applicable cost until they've booked, confirmation that your hostel is full when it isn't etc) have gone ignored and unaddressed. Slightly ironic you would ignore these matters after I specifically escalated the issue to you as Hostel 'Manager'.

You claim the city tax and reusable cup charge are covered during the reservation process. Please provide a time and date stamped screenshot of this as I have shown you in my earlier screenshot that this is not the case. Furthermore, I attach screenshots of your FAQ - please confirm exactly where within this I find the mentioned information as I disagree it's listed. Listing the charges, if different to what a customer has authorised to pay, only once a reservation has been made, is both immoral and illegal.

I find it amusing you claim my 'vibe' is not right. An interesting conclusion to draw for simply asking booking related questions and pointing out inconsistencies discovered as I tried to give you my business. I'd hate to see how you handled a serious issue if a customer actually complained. I suppose they wouldn't have the right 'vibe' either. In my 20+ years of hostelling, I'm yet to be greeted with such hostility and unprofessionalism.

As you'll be aware, Lisbon is full of excellent hostels and I've since booked elsewhere.

I'm sure you're familiar with Deco Proteste, in addition to Portal da Queixa. Both are platforms a good Portuguese friend of mine, a highly rated travel blogger, has since made me aware of. He's asked for copies of this email trail and exactly what has taken place with the view of updating his blog on Lisbon hostels (of which you currently feature). I am considering filing complaints with both, in addition to leaving detailed reviews of my experience across multiple review websites. Some of which do not require me to have stayed - simply to have had an interaction.

Furthermore, I'd say a complaint in the Livro de Reclamacoes, in addition to forwarding a copy to the regulator, may also be in order.

I strongly suggest you reassess how you carry out business as it is ultimately your business that will bear the cost of this experience - both financially and by reputation.

Regards,

Lisbon is full of fantastic hostels - including the beautiful Sunset Destination Hostel. Perfectly located with fantastically friendly staff, a rooftop pool, beautifully clean kitchen etc. My vote is to...

Avoid if you expect basic professionalism and fairness

I booked a stay at Good Morning Lisbon Hostel from the 5th to the 10th, but after a poor experience, I decided to leave early. When I requested a refund for the unused nights (which should be three nights), the staff made the process unnecessarily difficult. • When I first inquired about a refund on the morning of the 6th, I was told I might only get one to two nights refunded, even though I was clearly leaving early. • The front desk claimed that because I paid in cash, they might not be able to refund me in cash, and that I’d have to receive it through PayPal—which makes no sense. • The staff had to call the manager, who was on vacation, meaning I had to wait hours just to get a basic response. • The food quality was subpar, with overly salty and unbalanced flavors. • Many of the travelers were openly hostile, creating an uncomfortable atmosphere rather than the welcoming vibe a hostel should have.

If you’re considering this hostel, be aware that refunds are difficult to process, the food is mediocre, and the social environment isn’t as friendly as advertised. I wouldn’t recommend staying here unless you’re prepared for these issues.

Booking id: YS9170

Edit: After receiving a partial refund for my stay, I noticed a shift in how I was treated by some of the staff. One employee in particular—a shorter man with short straight black hair—made subtle but pointed remarks that came across as passive-aggressive. For example, when I requested a gentle cycle for my laundry, he responded vaguely and took an unnecessarily long time to complete it. Later, he brought up leaving positive comments about the food, which felt like a veiled response to my honest review about the refund process. My laundry was also not completed same day after I gave it to them at 8am and being promised it would be done by 3pm. Even though I had already checked out of the hostel, i had to return from my hotel to retrieve it.

While I initially appreciated the refund, this change in attitude from staff made the experience uncomfortable. Guests should be able to provide honest feedback without facing subtle retaliation.

Edit 2: I want to add another disappointing experience with the hostel staff, this time with the night shift worker who wears glasses and ponytail. His attitude was unnecessarily rude and dismissive when I asked for help.

I was dealing with a basic issue regarding an atm withdrawal, and instead of being even remotely helpful, he acted bothered, impatient, and condescending. When I tried to clarify something, he barely engaged and made it seem like I was the problem for even asking.

It’s clear that some of the staff here operate with an unspoken hostility toward guests who don’t just quietly go along with everything. After my refund request, I already noticed passive-aggressive behavior from other staff, and this incident further confirmed that this place has a culture of pettiness and bad...