Hostel Green Heart — Hotel in Lisbon

NO Heart Hostel should be the name of this place. The level of dishonesty of the person running this business is unbelievable. I don't know what makes me more mad: the fact that they have ignored all of my emails / calls, the fact they lied straight to my friend's face or the fact that they stole my money. Their behavior is unacceptable and very unprofessional. If you care about the people & the values behind the businesses you are giving your money to, feel free to read the details of my story: I booked this hostel via Booking.com for a 25 days stay so I could join a training program based in Lisbon. Unfortunately, I got tested positive to COVID 1.5 days before flying which meant that I couldn't take my flight. I requested to cancel my reservation on Booking (as I had to switch from in-person training to online training). Booking replied to me saying they were going to ask the hostel if I could get a refund since my reservation was non-refundable. Note aside: I tried to cancel the reservation the same day (exactly 5 hours after) after booking (which was 2 days before the first night there). I received an email saying that the hostel refused to give me a full or a partial refund. I immediately called the hostel but they said they couldn't help because a manager was needed so I should call back on Monday. I emailed them then, and over the weekend, explaining that the situation was COVID related, unfortunate and out of my control. I called them that Monday several times but no one picked up. I emailed them again for the next few days but I never received an answer. A friend who lives in Lisbon went in person to chat with them and they lied to his face saying it was Booking's fault and they couldn't do anything. I have been in a similar situation and the business fully refunded me so I know for a fact that they are lying. We are talking about almost a full month reservation here, it's not an amount of money I can afford to lose. To the owner : if you decide to reply to this review, I would appreciate if you could reply to my many emails first. That's the...

I originally planned to stay 5 nights but ended up only staying 4 of them. The main reasons for this were that the hostel was loud (both inside and outside), and it wasn't very clean.

The kitchen was closed between 8 and 8:30 every morning for cleaning, which was exactly when I wanted to eat my breakfast.

The bathroom was dirty and the floor was wet every time I used it. There was no place to put anything down in the WC and also no hook to hang up a towel (and there were no towels in the WC either, which might explain why the floor was always wet). If you stay here, make sure to bring shoes to wear to the bathroom, and earplugs!

I stayed in a private room, which was about 6 square meters. There was no table, only a chair. The window opened onto a noisy street, but even with the window closed it was noisy because there was no door in between the staircase and the hallway with the rooms. Also, even though my room was down the hall from the toilet and shower, I still woke up when someone took a shower in the middle of the night because it was so loud. Every time someone checked in, I could hear the doorbell ring and then hear them talking downstairs at the reception. I think installing more (soundproof) doors could help here a lot!

The staff was friendly though, which I appreciated, but I still wouldn't stay there again. I guess you get what you pay for, because the room was...

DO NOT STAY HERE! If I could give this hostel 0 stars I would. We left 4 days early on what was ment to be a 7 day stay and moved to a different accommodation. This made our trip very expensive as we did not expect that we would have to change. We have been inter-railing all of Europe this month staying in numerous hostels and this is the worst one we have visited. The rooms were very hot with a loud and poor fan. There was an orange powdery substance in one of the drawers showing it hadn’t been cleaned properly. The walls were thin therefore we could hear people talking. Both showers on our floor were broken and freezing cold making it impossible to shower. Toilet and bathroom doors can be opened from the outside with your hand which made me and my partner feel unsafe. When I asked for a refund back they declined it and only gave me the tourist tax. No one had informed us until we left that there was “water issues” on our floor which doesn’t explain the broken showers - broken big shower head in one of them and the broken temperature gauge in the other. The free coffee was terrible and made my partner feel sick. The kitchen was cramped and had little kitchen supplies. Some staff weren’t very hospitable. Do not stay here. There are way better hostels and hotels nearby with the same price range. This hostel made our holiday very...