Hotel Moon & Sun Lisboa — Hotel in Lisbon

SERIOUS SAFETY CONCERNS - Hotel Moon & Sun, Portugal 1/5 Stars - DO NOT STAY HERE

Date of Incident: July 3, 2025

I am compelled to share this experience as a warning to other travelers, particularly solo female guests. What happened to me at Hotel Moon & Sun represents a fundamental failure of basic hotel security protocols that put guests in genuine danger.

The incident: At 3:30 AM on July 3rd, while sleeping in my hotel room, I was awakened by the sound of someone attempting to enter my room using a key. I reached the door just in time to prevent it from opening fully. When I called out "who is there," the response was merely "I'm sorry, wrong room" with no explanation or follow-up from management that night.

Critical Security Failures: This hotel has no peepholes in room doors and no interior safety locks that guests can engage - meaning once someone has a key to your room, you have no way to secure yourself inside. Despite having a "Do Not Disturb" sign posted, staff entered anyway in the middle of the night.

Most Disturbing: THIS HAS HAPPENED BEFORE During my research after this incident, I discovered that an identical situation occurred to another female guest in September 2023. The fact that this exact scenario has repeated itself raises serious questions about the hotel's commitment to guest safety and whether these are truly "accidents."

Management's Inadequate Response

The hotel's explanation was that their system had "rolled over" at midnight, showing my occupied room as available for a new check-in at 3:20 AM. They claim staff was simply "inspecting" the room before assigning it to the new guest.

This explanation is deeply troubling for several reasons: • No proper verification procedures before entering occupied rooms • No protocol for handling late-night check-ins safely • No apology or accountability for the trauma caused • No immediate policy changes implemented to prevent recurrence

Ongoing Issues:

Weeks later, I am still fighting for a refund while management deflects responsibility and delays resolution. The manager actually suggested that my request for appropriate compensation was somehow unreasonable, despite acknowledging their system failure put me in danger.

WARNING TO FUTURE GUESTS

If you stay here, understand that:

• Staff may enter your room unannounced in the middle of the night • You have no way to secure your room from the inside • The hotel's booking system apparently cannot distinguish between occupied and available rooms • Management prioritizes protecting their reputation over guest safety

This is not just poor service - this is a safety issue that could have escalated into something far worse. The fact that it has happened to multiple female guests suggests a pattern of negligence that makes this hotel unsafe for any travelers.

Stay elsewhere. Your safety is worth more than...

SERIOUS SAFETY CONCERNS - Hotel Moon & Sun, Portugal|1/5 Stars - DO NOT STAY HERE||Date of Incident: July 3, 2025||I am compelled to share this experience as a warning to other travelers, particularly solo female guests. What happened to me at Hotel Moon & Sun represents a fundamental failure of basic hotel security protocols that put guests in genuine danger.||The incident:|At 3:30 AM on July 3rd, while sleeping in my hotel room, I was awakened by the sound of someone attempting to enter my room using a key. I reached the door just in time to prevent it from opening fully. When I called out "who is there," the response was merely "I'm sorry, wrong room" with no explanation or follow-up from management that night.||Critical Security Failures:|This hotel has no peepholes in room doors and no interior safety locks that guests can engage - meaning once someone has a key to your room, you have no way to secure yourself inside. Despite having a "Do Not Disturb" sign posted, staff entered anyway in the middle of the night.||Most Disturbing: THIS HAS HAPPENED BEFORE|During my research after this incident, I discovered that an identical situation occurred to another female guest in September 2023. The fact that this exact scenario has repeated itself raises serious questions about the hotel's commitment to guest safety and whether these are truly "accidents."||Management's Inadequate Response||The hotel's explanation was that their system had "rolled over" at midnight, showing my occupied room as available for a new check-in at 3:20 AM. They claim staff was simply "inspecting" the room before assigning it to the new guest.||This explanation is deeply troubling for several reasons:|• No proper verification procedures before entering occupied rooms|• No protocol for handling late-night check-ins safely|• No apology or accountability for the trauma caused|• No immediate policy changes implemented to prevent recurrence||Ongoing Issues:||Weeks later, I am still fighting for a refund while management deflects responsibility and delays resolution. The manager actually suggested that my request for appropriate compensation was somehow unreasonable, despite acknowledging their system failure put me in danger.||WARNING TO FUTURE GUESTS||If you stay here, understand that:||• Staff may enter your room unannounced in the middle of the night|• You have no way to secure your room from the inside|• The hotel's booking system apparently cannot distinguish between occupied and available rooms|• Management prioritizes protecting their reputation over guest safety||This is not just poor service - this is a safety issue that could have escalated into something far worse. The fact that it has happened to multiple female guests suggests a pattern of negligence that makes this hotel unsafe for any travelers.||Stay elsewhere. Your safety is worth more than...

When I booked this hotel (in early December 2024) it only had around 50 reviews so I did hesitate a bit but I'm so glad I went with it because it was a great stay and everything went super well.

+Location: It is located on a very central street of Lisbon and I was able to get a lot done by walk. Also there are many restaurants and cafes right next to it. +Service: A welcome drink is offered when you check-in (there are several options offered, including non-alcoholic options) and a slice of delicious chocolate cake is also waiting for you in your room. The staff was also amazingly kind and helpful. +Bonus point for having a reception that is open 24/7. It was reassuring to know that there was someone always present in case guests need help with something. +The room: It was very clean and there was a card that you could leave on your door to easily indicate if you wanted your room cleaned or not. There is a kettle and cups and a mini fridge in the room too so I was able to make tea. +They also offer private transport from and to the airport at a reasonable price. I was flying very early in the morning and didn't want to risk not getting an Uber so I used this service once and they organised everything perfectly for me.

I had the city view room and since it is on a central street there was a lot of movement in the area and I could hear the cars driving by and I could also hear when people were happily shouting in the night on the weekend. It was not too much (I went in December so it is a relatively low tourism period) and it is part of the vibe of Lisbon so I was fine with it and considered it as part of the experience but, depending of how light of a sleeper you are and when you are visiting, you can perhaps book a room that doesn't give on the main street.

Overall, super smooth and pleasant stay and I do recommend the hotel. Thank you for...