Hotel Dom Afonso Henriques - DAH — Hotel in Lisbon

UPDATE: As quoted by GM, "It is crucial, however, that the comments provided are factual to help fellow travellers"; therefore the facts are we DID have a confirmed reservation for 5 from Expedia for 2 adults, 3 children.When booking with Expedia, it distinctly lists children as ages 0-17 as well as laundry facilities. If I am using a reputable travel service such as Expedia, I should not have to then search the hotel's website to verify this information. In addition, the GM's response is fabricated and unprofessional as well as downright defamatory as nothing she said is truthful. After reading other reviews, this treatment by the GM appears to be a trend for any negative reviews she receives.

Please beware of Hotel DAH in Lisbon...the treatment and experience we endured at this hotel were so deplorable, unaccomodating, and unacceptable. We booked this hotel through Expedia for 4 nights in Lisbon. Due to the size of our party, 2 adults and 3 children, this was the only option for our family to be in 1 room at the time. After arriving late to check in due to travel, the hotel was very unflattering as the pictures from Expedia's site as well as the hotel's website depicted a completely different image, a complete misrepresentation. In addition, travel sites indicate laundry facilities in which they did not have, only a pricey service that they contract out. As having never been to Lisbon and not knowing the neighborhoods, we were taken back by all of the graffiti on the adjacent abandoned building. The layout of the hotel is very small and bizarre, with an elevator that could not even fit our family and luggage. We booked the quadruple room in order to accommodate our family; however the hotel management informed us that we only made a reservation for 4, even after showing them proof. The hotel stated that anyone older than 12 is considered an adult, and we are only allowed 4 adults. Our children are 17, 14, 14. We were willing to pay the extra bed charge fee, even though we felt that this should have been handled between Expedia and the hotel; however after the way we were treated we stated that we were not going to pay the extra bed fee. The General Manager later informed us after we had checked out, that the night attendant, who checked us in, will have to personally pay for the extra person as he did not request the $ from us at time of check-in. I find this very disturbing and disheartening that management would do this as he was the most pleasant person at the property. From being questioned the first night from staff as to why we were checking out the property, being treated like second class citizens from the night attendant (Sandra?), having our room key deactivated and not telling the truth as to why it was deactivated (was told that these things happen, but Nena (General Manager) admitted it was because we hadn't paid the nominal fee for the extra bed/person), and the overall feeling of being constantly watched, not welcomed, and unsafe, we decided to check out early. Nena, the GM, stated that irregardless of our awful experience, this was a non-refundable booking and will not credit us for the 2 nights we did not stay at Hotel DAH. Even Expedia felt for our discomfort and assisted us in other ways that we are extremely grateful for. This experience took up quality family vacation time that we can not get back. Please think twice about staying at this property as this was the worst experience we have encountered in all of our years of travel. There were a multitude of other unpleasant experiences; however would take too much time to elaborate further. These disappointing experiences didn't seem to matter to the manager as it is apparent they put profit over people. And if you do decide to book with Hotel DAH, please be advised that if you have an issue, you will be lectured and gaslighted by the manager. After further research into this hotel, it appears to be a trend of dissatisfied customers....

Please beware of Hotel DAH in Lisbon...the treatment and experience we endured at this hotel were so deplorable, unaccomodating, and unacceptable. We booked this hotel through Expedia for 4 nights in Lisbon. Due to the size of our party, 2 adults and 3 children, this was the only option for our family to be in 1 room at the time. After arriving late to check in due to travel, the hotel was very unflattering as the pictures from Expedia's site as well as the hotel's website depicted a completely different image, a complete misrepresentation. In addition, travel sites indicate laundry facilities in which they did not have, only a pricey service that they contract out. As having never been to Lisbon and not knowing the neighborhoods, we were taken back by all of the graffiti on the adjacent abandoned building. The layout of the hotel is very small and bizarre, with an elevator that could not even fit our family and luggage. We booked the quadruple room in order to accommodate our family; however the hotel management informed us that we only made a reservation for 4, even after showing them proof. The hotel stated that anyone older than 12 is considered an adult, and we are only allowed 4 adults. Our children are 17, 14, 14. We were willing to pay the extra bed charge fee, even though we felt that this should have been handled between Expedia and the hotel; however after the way we were treated we stated that we were not going to pay the extra bed fee. The General Manager later informed us after we had checked out, that the night attendant, who checked us in, will have to personally pay for the extra person as he did not request the $ from us at time of check-in. I find this very disturbing and disheartening that management would do this as he was the most pleasant person at the property.|From being questioned the first night from staff as to why we were checking out the property, being treated like second class citizens from the night attendant (Sandra?), having our room key deactivated and not telling the truth as to why it was deactivated (was told that these things happen, but Nena (General Manager) admitted it was because we hadn't paid the nominal fee for the extra bed/person), and the overall feeling of being constantly watched, not welcomed, and unsafe, we decided to check out early. Nena, the GM, stated that irregardless of our awful experience, this was a non-refundable booking and will not credit us for the 2 nights we did not stay at Hotel DAH. Even Expedia felt for our discomfort and assisted us in other ways that we are extremely grateful for. This experience took up quality family vacation time that we can not get back. Please think twice about staying at this property as this was the worst experience we have encountered in all of our years of travel.|There were a multitude of other unpleasant experiences; however would take too much time to elaborate further. These disappointing experiences didn't seem to matter to the manager as it is apparent they put profit over people. And if you do decide to book with Hotel DAH, please be advised that if you have an issue, you will be lectured and gaslighted by the manager. After further research into this hotel, it appears to be a trend of dissatisfied customers....

The reason I give this a hotel a bad review is because it has a catastrophal refund and rebooking policy. Not to even say fradulent. I was staying in the hotel between 14th and 16th of July and wanted to extend my stay till the 18th. Unfortunately, however I booked a wrong date, namely a room from the 23th till the 24th. Straight after paying online I went down to the recpetion to change the booking or ask for a refund. Since the booing was just made, I thought rebooking or refunding would not be an issue. However, at the reception I was told that neither of the two was possible. I discussed with the receptionist a bit that my booking was jut a mistake and she should just change the date from the 23rd to the 16-18th, since my room was free anyways but she rejected. Other than making money out of humanely mistaks I do not see a reason why a hotel would reject refunding or rebooking a reservation just less than 5 minutes after it was made, when it is even clear that it was a mistake. I left the hotel unpleased and canceled my intial plan of extending my stay in the hotel.

An email afterwards did not help either. They basically answered with a "You should have told us immediately", which I however did. After replying to this email and telling them that I literally told the receptionist a minute after the wrongful booking, to rebook the date, they simply did not answer back anymore and kept my money, in a what it felt as scamming situation, as already said.

So due to this issue, I would not recommend this hotel. Fraudulent and untransparent towards their guests. And for me the behaviour towards guests is ground 0 for hotels. Since they have a catastrophal one, I give them the review that you can see above.

EDIT as a response: Sorry, but that is not true. I was not told at any time that I should contact the provider where I booked because rebooking or refunding was out of your reach. I mean you can look at the e-mail I wrote you the very next day, what the conversation was. My second e-mail was left...