Lux Lisboa Park Hotel — Hotel in Lisbon

The quick summary: Breakfast food was REALLY good. However, there are many problems: terrible room layout, problematic check-in experience, rude staff, HORRIBLE towel system and limited "free" bikes. I would not stay here again.

The long version: The check in process... My brother and I stayed here for 1 night in June of 2025. We booked 1 room with 2 separate beds. When we checked in, the front desk confirmed that our booking was for 2 separate beds. We got to the room only to find that it had 1 bed. I spent another 15 to 20 minutes working with the front desk to get them to correct this. Finally, they acknowledged the error they made and asked us to move to a different room. This was rather unpleasant given that we were exhausted after a long trip and just wanted to shower and sleep.

The room layout... The shower is placed in it's own room, the toilet seat is placed in it's own room and the sink was in an island in the main area of the room (too close to one of the beds tbh). I find this room layout very impractical. If you wanted to use the toilet and then shower (or the opposite), you have to enter one of those rooms, then exit it and enter the other room. Also with the sink being so close to the bed, it just seemed so "exposed" and gave you no privacy (e.g. if you were sharing this room with others).

The pool towel system... this was the WORST part of my experience with this hotel. When you check-in, you are provided with a "towel card" that you use to exchange it with a towel; you give them a card, you get a pool towel, you return the pool towel, they gave you a card. This seems ok at first but in practice it was HORRIBLE. I was not fully aware of this elaborate system at first. I went to the reception gave them my card, they gave me a towel. As I was leaving the pool, I noticed they had bins that were clearly used for collecting used towels. I put my towel in the bin and didn't think much of it. The next day I wanted to use the pool, I went to the front desk and asked for a towel, they asked for my pool card. I told them I don't have it anymore because I used it the day before, I told them that I returned the towel to the bins by the pool and that there were no staff members at the time to give me back a towel card. The hotel receptionist was visibly angry about this, she shook her head, mumbled something under her breath and threw her hands in the air. She went back to give me a new towel and then said: "listen, next time you must give us back the towel so we give you back a card. Otherwise, you will be charged an extra fee for the towel"... I was taken aback by this very rude body language and comment and had to reiterate to her that there was nobody working the pool desk and that I returned the towel to the bins as I left the pool. So here's how this towel "system" is supposed to work. You come out of your room and take the elevator up to the rooftop, you go to the pool desk. If the desk is staffed, great! You can do the towel exchange with them. If the pool desk is not staffed, you have to take the elevator back down to the ground level, and go to the reception desk to do the towel/card exchange. Then you take the elevator back all the way up to the rooftop to use the pool. After you are done, you have to go to the pool desk to exchange your used towel for a towel card. Oh, if the pool desk is not staffed, you have to take your used towel all the way back down to the reception desk and do the towel/card exchange with them. Think of how many elevator rides and staff members you need to interact with just to be able to use the pool each time and oh don't you dare return the towel without getting a towel card back because you'll be charged extra fees! In my book, this is a HORRENDOUS system that screams bureaucracy.

The "free" bikes.... the hotel has a total of 4 bicycles for the entire hotel. To use them, you have to put a 250 euro deposit and can only have them for 4 hours at a time. You can not reserve them in advance either. This practically renders the "free"...

Upon arriving at this hotel after a long journey we were met with a frosty unfriendly lady at reception who seemed to be in a bad mood at having to do her job. I was checking in very late and I was exhausted but her unfriendliness has seemed to rub off on nearly every lady who works in reception, the guys however were very professional and courteous.||After arriving in my room exhausted, as I was getting into bed I noticed some very visible stains through the sheets and when I lifted the sheet the mattress was covered in brown stains!! Absolutely disgusting and completely unacceptable.|| I rang down to reception 5 times with no one answering the phone, emailed the front desk too - no answer. When I went down to complain the same woman refused to apologise though she did upgrade me to a slightly larger room. I literally showed her the pictures and not one word of sorry, instead she made me feel like an annoyance.||AIRCON does not work no matter what they say, I'm Irish so naturally I had it at 16 but the temperature in the room was between 22.5 and 23 degrees every day and was uncomfortable. I was here for work and as I had paid for 9 nights I couldn't find the time to change hotel. Also the roof top bar is closed and there is no water in the gym. The bar staff in the other bar however were fantastic and the only really friendliness I experienced throughout my stay was from them.||Really the last straw was when 'outside contractors' were permitted to enter my room without my knowledge even though I had the do not disturb' sign on the door and I had left the TV on as well - the reason for this is that I had numerous valuables and extremely sensitive financial documents in my room, the hotel staff permitted them to obtain my key, enter my room and move things around, even my laptop bag had been opened!!!!! When I complained about this to the General Manager, he maintained that he was not aware of any of the issues including the brown stains on the first mattress (YUCK) - he said he would speak to his team and get back to me. LIVID is beyond words and I'm still angry. An offer of 70% compensation was offered to me over the phone, but then rescinded to a much smaller offer of a 10% discount - I had paid over 1000 euro for the stay. As there are obvious breakdowns in communication between teams I have declined this offer as I feel I should share these details with anyone thinking of staying here. Also while the breakfast staff are fantastic, the food itself is poorly prepared and of poor quality, more of a 2/3 star. BEST...

I am staying at this hotel. Checking in and going in and out of the lobby reception area where the atmosphere is just a quick pass like passing through a garbage collection area. The reception staff of the four-star hotel has no smile at all and is not friendly. Maybe this hotel has racial discrimination and does not welcome people of the race they don't like. If it is, please clearly mark the race you need. (How did this hotel get the four-star certification. Perhaps the hotel rating certification unit has not reconfirmed whether it meets the four-star quality for a long time)。

It's been two days now. There is only one male staff on reception. Conscientious, diligent and kind, only his performance can meet the four-star qualifications I give praise. The hardware facilities in the hotel rooms are old and poorly maintained (only the smart electrical system is okay). The sound insulation facilities of the whole hotel are seriously poor. The location of the hotel is directly below the flight path, but even the most basic sound insulation equipment is not in place. Makes me wonder again how the 4 stars got it?

In-room facilities The bathroom and toilet area are the worst equipped. Even the hotel cleaning team works hard to clean. But hard work and cleaning will not improve old and poor quality equipment. Eliminating and replacing with new ones is the correct way. I think the owner of this hotel business is not willing to spend any more money to run the hotel.

The restaurant area for breakfast is designed on the basement floor as in the dining area of ​​a hospital. The breakfast content is extremely poor, for example, the fruit slices are not fresh, and there is no green salad. The damaged utensils in the dining area are still in use. The waiters in the restaurant have no service at all. (The waiter with an unhappy expression will only take the plate back diligently). When the guest uses the service that pays extra, it is the final demand that the hotel wants. I want to express that if even the most basic four-star service and facilities are not up to standard. Guests who have stayed here will never be here again.

P.S. I only feel that the price of the hotel is four...