Hills Hotel Lisboa — Hotel in Lisbon

I typically approach reviews with an open mind, preferring to share positive experiences; however, I feel compelled to leave a negative review for this hotel.

To maintain a fair perspective, I’ll begin with the positives. The themed rooms (which I must note require an upgrade, as the standard rooms fall short of a 2-star hotel) are beautifully decorated and quite comfortable. The rooftop bar is a nice addition with amazing views, stretching to the Tagus River. Breakfast is satisfactory, and the food in the restaurant is particularly flavourful. The three-course evening meal at a fixed price was excellent.

Now, onto the negatives. The staff and service at this hotel left much to be desired. It’s unclear whether the issue stems from poor management or underpaid, unsupported staff, but we were taken aback by the cold and discourteous demeanor displayed by the employees. When our hot water failed, instead of receiving an apology, we were met with a huffy receptionist who repeatedly muttered “the thing's blocked!” Only after breakfast did she suggest we use one of several vacant rooms for a shower, following a conversation with the manager. Upon heading to the alternative room, we discovered there was no electricity or lighting, forcing us to return to reception yet again. During breakfast service, a gormless male staff member seemed disinterested, only managing to ask for our room number without offering any further interaction. He struggled to keep up with replenishing the food and setting tables. On one occasion, we arrived an hour before breakfast was scheduled to end, yet no tables were set and twelve needed cleaning. When we asked him to prepare a table, he nodded silently and took a long time before attending to it.

Additionally, we experienced issues with the bedside tables in our room, where one collapsed almost damaging my partner’s phone. It turned out that the legs of both tables were improperly secured, rendering them wobbly and unstable—much like the service itself.

One day, we returned to find our key card failed to work. After receiving a new card from reception, we discovered it too didn’t work, leading to a third trip for a functional key. We received an apology only after the third attempt. The one staff member who showed potential was a young Portuguese woman working at the bars. We tipped her regularly throughout our stay, but on our last day, when we went to the rooftop bar—clearly advertised as open from 12:30 to 6 PM—we were disappointed to find no staff present at 12:45, even after waiting until 1:30 PM. We were not particularly surprised and were enjoying the sun. It was a mistake to inquire with a call to reception about bar staff, as the same young lady was sent up and expressed surprise at our presence, saying, “You’re not supposed to be up here,” and “It’s unusual to see people here.” We explained our situation, mentioning we had been waiting for over 45 minutes and had a taxi coming, if we could please have a drink. Instead of serving us, she began vacuuming. Other guests arrived, and when we tried to voice our concerns, she abruptly shifted her focus to them. When we persisted and explained that her behavior was rude, she broke down in tears, lamenting about being overwhelmed and under-resourced. We empathised, acknowledging her challenging day, and she eventually brought us drinks, but made mistakes with our orders. As we descended the stairs, we noticed she was bringing up a trolley of free food, but we had to explain that we couldn’t stay as our taxi was waiting. Overall, while there were some positive aspects to our stay, the overwhelming issues with staff service and management left us...

 booked this hotel and break to Lisbon for my fiance's 40th birthday. Unfortunately this hotel leaves a lot to be desired. ||Short answer is that this hotel pretty poor with some decent aspects but ultimately I would advise you to look elsewhere. ||Long answer: I was toying between 1 and 2 star but the decent aspects tipped me into giving 2 star in the end. But generally I would advise you avoid this place and it is not a 4 star establishment.||Firstly some strong advice if you are going to book - a room upgrade to thematic or above is a must. We were in a thematic room, but visited a standard room when our hot water broke and we had to have a shower elsewhere. On the hot water subject, the receptionist was totally uninterested and took ages to find a solution so we could have a shower. Initially she was very gormless about it stating she 'didn't know what to do', taking ages to find a solution. No apology given either. The standard rooms are small and definitely not 4 star.||The positives (which do also unfortunately have some negatives embedded):||The hotel is in a decent location with travel links into the city centre.||The menu of the day is the highlight of the hotel - €12.50 per person for 3 courses Mon - Fri and delicious restaurant quality food. Cannot argue. Drinks in the hotel bar and restaurant are excellent value for money. Wine very good quality. Roof top bar is lovely but not always staffed at the stated time of opening which is annoying. We were slightly scalded for arriving 15 min after the supposed opening time, and sitting waiting for service. Apparently it was 'unusual' for people to do this?! And no apology for the bar being opened late.||Breakfast is sufficient but service very poor e.g you feel like you're a nuisance asking for things and food was not being replenished etc.||Beds are very comfortable and the coffee machine in room is a great addition.||Toiletries are nice and plentiful. Cleanliness acceptable throughout.||However, this is where the positives end.||The biggest concern we had was the customer service in the hotel. All staff members are uninterested and unfriendly and in some cases downright rude. Staff are obviously very unhappy in their jobs and hardly even saying hello to you. Service is sluggish and disinterested. Staff are poorly skilled and have no idea how to treat customers. They seem avoidant of customers, slow and unhappy. No smilies. You feel like a nuisance. There is a male staff member with piercings who is particularly gormless. For example, we arrived one morning at breakfast and there were no tables laid and seven tables used. I went to find him in the kitchen and said 'excuse me' and he did some kind of head gesture as if to say 'what'. I asked about the tables being ready and he just nodded. Another staff member stated she was 'stressed and lonely' when I challenged her about slow service and ignoring me. I found this very unprofessional and it made me think something is very wrong here and the management need to get their customer service resolved promptly. I can only assume the management is very poor and I felt unwelcome a lot of the time in the hotel. Not one staff member ever even smiled at us. I have tried to be balanced in this review but I am generally disappointed and would not recommend...

I booked this hotel and break to Lisbon for my fiance's 40th birthday. Unfortunately this hotel leaves a lot to be desired. Short answer is that this hotel pretty poor with some decent aspects but ultimately I would advise you to look elsewhere. Long answer: I was toying between 1 and 2 star but the decent aspects tipped me into giving 2 star in the end. But generally I would advise you avoid this place and it is not a 4 star establishment. Firstly some strong advice if you are going to book - a room upgrade to thematic or above is a must. We were in a thematic room, but visited a standard room when our hot water broke and we had to have a shower elsewhere. On the hot water subject, the receptionist was totally uninterested and took ages to find a solution so we could have a shower. Initially she was very gormless about it stating she 'didn't know what to do', taking ages to find a solution. No apology given either. The standard rooms are small and definitely not 4 star. The positives (which do also unfortunately have some negatives embedded): The hotel is in a decent location with travel links into the city centre. The menu of the day is the highlight of the hotel - €12.50 per person for 3 courses Mon - Fri and delicious restaurant quality food. Cannot argue. Drinks in the hotel bar and restaurant are excellent value for money. Wine very good quality. Roof top bar is lovely but not always staffed at the stated time of opening which is annoying. We were slightly scalded for arriving 15 min after the supposed opening time, and sitting waiting for service. Apparently it was 'unusual' for people to do this?! And no apology for the bar being opened late. Breakfast is sufficient but service very poor e.g you feel like you're a nuisance asking for things and food was not being replenished etc. Beds are very comfortable and the coffee machine in room is a great addition. Toiletries are nice and plentiful. Cleanliness acceptable throughout. However, this is where the positives end. The biggest concern we had was the customer service in the hotel. All staff members are uninterested and unfriendly and in some cases downright rude. Staff are obviously very unhappy in their jobs and hardly even saying hello to you. Service is sluggish and disinterested. Staff are poorly skilled and have no idea how to treat customers. They seem avoidant of customers, slow and unhappy. No smilies. You feel like a nuisance. There is a male staff member with piercings who is particularly gormless. For example, we arrived one morning at breakfast and there were no tables laid and seven tables used. I went to find him in the kitchen and said 'excuse me' and he did some kind of head gesture as if to say 'what'. I asked about the tables being ready and he just nodded. Another staff member stated she was 'stressed and lonely' when I challenged her about slow service and ignoring me. I found this very unprofessional and it made me think something is very wrong here and the management need to get their customer service resolved promptly. I can only assume the management is very poor and I felt unwelcome a lot of the time in the hotel. Not one staff member ever even smiled at us. I have tried to be balanced in this review but I am generally disappointed and would not...