Lisbon Poets Inn — Hotel in Lisbon

Came to poets inn for a trip to Lisbon, and booked a private double bed en-suite room (mind you for the same price as 4-star hotels in the same area). After arriving on a 40°c day, my girlfriend and i were eager for some air conditioning - though this is where the problems started. The air conditioning unit was FULL of black mould, which is already dangerous enough, and even more so as my girlfriend has asthma.

Immediately we contacted the two emergency numbers listed in our self-check-in email and on the info sheet in the room, as reception was closed. No response for hours. We then found another emergency number on a different signage in the hostel, again no reply.

Later one of the numbers we called messages us, informing us they no longer work there and that there is new management, who he then gave us the number to.

After contacting the new number, after a bit they finally called back to discuss the problem. They didn’t take the issue seriously and were reluctant to help, but eventually gave us the code for the keycard to another room to stay in for the rest of our stay - and guess what - this room also had black mould all over the air conditioning. We then contacted the manager again who said he’d been managing the hostel for a month and had never visited it once, so it’s not his fault there’s mould. He was coming to see the hostel for the first time the next day, and said he can come look in the morning and decide if he’ll call a technician. He offered to come at 8am, so we then woke up early for him to arrive at 8:30am.

He decided to call a technician, and my girlfriend and I had to rush off for a doctor’s appointment that was scheduled for here in Lisbon. While there, we get a call that they were going to move our luggage to our old room because they had moved us to a room they had booked for someone else arriving that day (which they didn’t check when moving us there for our remaining stay).

After all of this, I rushed back to the hostel to move our items and request a refund to move somewhere else, as this was terrible treatment and handling of the situation. We got a refund from the receptionist (shoutout to her she was actually really friendly and helpful through this all), although after having to explain over and over to the manager how dangerous this was and how bad the handling of the situation was.

Throughout this whole experience the manager repeatedly kept trying to justify his mistakes and black mold in the air conditioning by the fact he was “new” and “had only been managing it for a month!!!”, also pleading not to take this health violation to relevant authorities.

hope this helps for anyone thinking of staying at lisbon...

1st Part:

I am a French woman of African origin, have staged several times in this hostel, I think a very beautiful and pleasant place. I am a regular customer and attend the hostel there three years.

Unfortunately yesterday I had a very negative episode; get off work at night 4:30 in the morning (dawn on 12 February) beneath the rain and was greeted to a lady (blonde) who opened the door to me saying about some beds available in the hostel. but then informed me that I was in hostel's black list and I could not back at the hostel.

The worst thing was that I asked the reasons about the fact that I'll not be able to stay at the hostel, and she told me that there was no reason or maybe was a mistake. Being a good customer who never bothered anyone of the guests, always paid all, and I have legal European documents, I was shocked by this episode.

Today called at 22; 15 (recorded call) at night, and the very serious thing was that the man who told me from the reception told me taht I stay on the black list without explaining the reasons. He said that did not find the reasons and I can't return at the hostel.

I am writing this because I was victim of an injustice and because they forced me to go outside into the night alone and without valid reasons.

So I had to leave the hostel at 5:00 am, running the risks on the night to look for another hostel finding the hostel "PH in Chiado", where I was welcomed graciously.

I'm waiting for a response and I want to know what actions you will take to resolve the situation; of course I would like to know the reasons.

thanks

2nd Part: response to Ricardo Castro (Lisbon Poets hostel's owner)

Dear Ricardo Castro

what was my missbehavior that caused my expulsion from Hostel on the middle of the night of 12 February?

I wrote all the details and you gave me a false answer, without details.

I have all the evidence that I did not anything wrong at that night (such as on other days) since you have camera to record what happened.

So I insist that you, have to tell me the valid reasons for my expulsion from the hostel at that night (and I repeat there was the camaras recording).

I also recorded (the next day) a call where you were not able to explain a valid reason about the episode.

You are tarnishing my person and my reputation.

If you don't have a valid reason given to me I have to think that your hostel is racist or maybe that the blond lady when talking with me, she was uncomfortable with the presence of a woman of another skin color and also with my good education.

Put a person on a blacklist is a serious thing and I want to know in detail the reasons.

waiting for a...

We loved our stay at Lisbon Poet's Privates Hostel! It is located in the heart of everything right next to the Baixa Chiado metro station. Nearby were lots or great cafes, restaurants, museums, views, and parks. It was a great place to just walk around and also catch the famous trams.

Keep in mind that Poet's has two location. The first one is a standard hostel and the second location is all private rooms. Your confirmation email will have specific directions, so be careful to look for that and know which location you are heading towards. Staff is very quick to respond to questions via email. We stayed in the private rooms location. Our room was clean, bright, and comfortable. The bathrooms are shared and as with any hostel experience, some guests are more thoughtful and kind to their fellow travelers than others. However, the cleaning staff was there everyday cleaning, restocking, and working hard to keep things comfortable and nice.

Poet's Privates Hostel is in a prime location in the middle of everything, so for that luxury you have to be prepared for the usual city noises. And again, like any hostel experience, some guests are more thoughtful about their noise when they come and go then others. If you are not used to city sounds or are a very light sleeper then bring along some earplugs just in case. That said, during our two week stay, we did not have problems and thought it was an excellent value for money and a place we'd stay again.

When we first arrived, we did find it a little difficult to find. But there is a little sign that says "POETS" on the back of one of the street signs and the doorway is forest green. In the entry way, the sign for it seems to be faded away but they are up on the 4th floor. If you have access to your apps, Google Maps and Walc both show it correctly in the area and can help...