Madalena by The Beautique Hotels — Hotel in Lisbon

They weren’t able to honor our reservation, and when we told the front desk person to call their manager to get it sorted out, he picked up the phone, dialed a number, then subtly unplugged chord from the receiver. When we called him out, he admitted he didn’t want to call the supervisor because it was early and he would be waking him up….? I wish this was a lie.

Also, there was no mirror in the entire room? Never seen anything like it.

Update: Since this staff continues to be dishonest and even went to far as make accusations against me in their response to my review, here are a few other examples, though I have plenty more, of their lies thought the day: -they told us we had been “upgraded” for our engagement but put us in a worse room with a worse view in a worst hotel. (Yes that’s correct we weren’t even in the same Hotel we booked, and no they never emailed us to inform us of this fake upgrade.) After some pressing, Sofia at the front desk finally did admit that this was no upgrade, but rather a maintenance issue at our original hotel. Lies. -When my family arrived to make arrangements for us to spend the night and they were informed we had been randomly moved to a completely different hotel, you told them you had pre-paid for the cab to take them where they needed to be. That was another lie and the cab driver had no clue what they were talking about when they tried to explain. Lies. -due to this chaos, we missed a dinner reservation. The staff “called” the restaurant and explained the situation, ensuring us they would take our reservation late and not charge a no-show fee. Again, we got to the restaurant and nobody on their staff had any idea of what we were saying. More lying. -they told us they had given us some extra gifts in the room to make up for the fact that our engagement night was to be spent in what I can only describe as a Scandinavian prison cell. These “extras” were actually gifts already provided by our friends and family to celebrate our engagement. The hotel had left us two roses on the bed. This “gift” was almost insulting, and also, a lie. -in response to your reply. Nobody made any threats. So even now, you lie? We “threatened” to withhold payment, but never made any threats against anyone’s personal or physical safely. We would not do such a thing. Stop lying.

I totally see how one little mistruth about the “upgrade” spiraled into all these messy lies; I get it. I understand. But at some point you have to just give it up and be honest. It doesn’t even matter anymore because our credit card company saw the email exchanges and photos of our room and refunded us. But to call me out in a google review….just give it...

I would not stay here again. We were put in a disabled room which was not fit for purpose. The bathroom tap was electronic with a sensor, and the sensor didn't work a lot of the time. At times I was standing for over a minute trying to get the tap to switch on whilst brushing teeth, washing hands, washing face etc. you couldn't change the water temperature so it was always slight warmer than cold and when you managed to get it on, it had too high power for the small sink and the water would spray off your hands soaking everything around including the sensor, your clothes and the floor. Once the sensor got wet it was very difficult to get working again. We used a towel and after a very short time then towel was soaking wet, so we couldn't use the towel again. Washing your face wasn't fun, soap in your eyes and struggling to get the tap working. The bathroom door didn't close properly and there was no door/shower curtain between the bathroom and the shower, so the floor around the toilet got soaked. When we first asked about Changing the settings on the tap to be on for longer they said they would sort it, they didn't. The next day we complained again and asked for another room. The girl ended up giving us a downgrade to a room with a normal tap, the hotel refused to give us a refund. When we came back from our day out to get our entry cards for the room, the receptionist was very dismissive and sarcastic about us changing rooms "because of a tap". The hotel states that each room comes with slippers, we were in 2 rooms and neither of them had slippers. As for the hotel itself, no way is this a 4 star hotel, no bar, no lounge, no spa etc. you can get a bathroom without a sink, you need to go into the bedroom to use the sink. The hotel is also pretty noisy on a road with a lot of large vehicles going past right outside the window. Lastly the lights were all controlled by electric switches. The last room we were in had a main door that was a struggle to open as it totally stuck after slightly opening it, you had to push really hard to open it, and then it would swing back, where the door stop had been broken completely and the door would swing into the electrical box which caused the door to the electric box to stay open as it wouldn't shut anymore which is not something you want. Rather than fix problems the hotel seems to prefer to move people from room to room, as we had clearly been put in this room because the last people in that room had also been moved to our room after complaining, as the room we were given was not the same standard of room that we...

I travel a lot (twice a month sometimes) and this is my first real bad experience with a hotel.

The shower has a big gap so there's water everywhere when you shower. There was a humidity smell in my room as well as bad smell at times coming from the bathroom. I had to ask for the water and minibar to be refilled multiple times which was not done as advertised. Curtains were stained and did not close properly, there was always a gap. There are no mirrors except the one in the bathroom that is only useful for your upper body. Overused bedsheets as you could see them tearing at certain spots. No view from the window expect to many other rooms/habitations which means i couldn't open the curtains as everyone would see my every move inside. No facilities in the hotel whatsoever. Very normal breakfast for the price paid.

To top it off, i found bugs in the room at multiple occasions. The staff apologized and said they will compensate me for this horrible experience. I was ignored and kept following up until i was told "we regret to inform you that no further compensation will be provided, as we believe it will not ultimately resolve the situation" whatever this means and had the audacity to tell me that it was normal to sometimes find bugs in the room... again i travel a LOT and let me tell you it is not normal at all especially when i also found them next to the coffee machine, next to things we consume.. VERY unhygienic and a health hazard.

Only positive aspect: kind staff and great location

I cannot recommend as it is way too ovepriced to have this kind of horrible experience.

EDIT: Thank you for indirectly calling your client a liar in your response, but i would suggest you inspect the room for yourself instead of thinking someone would waste time going around making up reviews. As for the thousands of guests, many have mentioned the same aspects. As for the definition of a compensation (which was brought up and promised by the staff themselves, i never explicitly asked for anything), it is when a service provider such as a hotel fails to deliver or meet expectations and tries improving the experience of a client. No emails or messages were ever sent asking for anything "in exchange" for a review no "tactics" were involved, just the honest opinion of a client. It is sad that you are trying to make it seem like this.

I would suggest taking accountabiliity to improve instead of trying to make it seem like I was using a "tactic"

To end it, i do thank the staff again for doing their...