Masa hotel campo Grande — Hotel in Lisbon

Stayed for one night, booked through the Destinia search engine which insisted there was free parking. Arrive at the hotel to discover there is no free parking, and not much actual “pay for” parking either - a bad start! Getting into and out of the car park is treacherous - there is only one very narrow access route, with hardly enough room for one car - what if you meet someone else trying to enter or leave at the same time? It’s an accident and lawsuit waiting to happen. Not very many accessible parking spaces either. At check-in, Reception said access to the “Leisure Center” is free and towels would also be provided. We arrive at the Leisure Centre to be told by the attendant - an obnoxious little runt - that if he didn’t have your room number on his list, you couldn’t enter or use the facility at all; which was actually empty. He said he didn’t make the rules and was only working there less than a year. We returned to reception. Reception said there was a mistake on his part and we could indeed use the facilities and tried to call the little runt on the Leisure Centre desk, no answer. We return in person and told him what reception had said. He called them, they confirmed the position and he gave us towels and access. Now, the steam room is a glass box which only holds one person comfortably, and not one large person. There was no steam - none - and the attendant didn’t know how to fix this problem. Similarly, the sauna is a glass box and holds two/three small people at best. It wasn’t warm either, never mind hot. The drains in at least two of the shower cubicles smelled bad and need to be cleaned out. The “pool” is tiny, at best 5 meters by 3 meters. The jacuzzi pool is shallow, the water was only luke warm but at least it was working. The lockers are tiny and you can’t access them without getting a key from the desk, try not leaving your key in as once the doors close, they lock! This is not a proper SPA and calling it that is a misrepresentation by the hotel. The staff have a bad attitude here. From an F&B point of view, there are signs for “non-halal” food everywhere - my advice is, eat outside the hotel if you want something else, which most people do. The room, a deluxe room, was...

Literally the worst hotel experience of my life, the only memorable thing was Eduardo the doorman who was a ray of sunshine. The moment I arrived I stood for 20 minutes while the receptionist sat on her phone and did not even look up to acknowledge me, when I was attended to they changed my room and downgraded me to two single beds overlooking a view of someone’s shocking balcony, they didn’t feed me the entire first day because room service never bothered answering so I had to attend a conference without a morsel of food, the second morning I ordered breakfast to the room so I could work, it arrived ice cold and was inedible, so again went to the conference without a stitch of food in my stomach now for a second day. This morning I tried to order breakfast and was told no they were too busy, even though my booking included breakfast and breakfast is on their room service menu, so I checked out immediately, a day early and have checked into a wonderful, accommodating and welcoming hotel, having lost my money for tonight at Masa and spending an extra 500 for a room elsewhere. No one seemed to give a damn at Masa that I was leaving early, what a total disappointment. When I said I wanted to check out as I was so disappointed the receptionist response was a simple, OK…… that was it, not a single person aside from Eduardo the doorman gave a damn that I as a paying guest was leaving a day early, nor did they care. I checked out and walked out without a single person asking me why I was leaving and what they could do to better my stay, they simply checked me out and watched me leave, when I said I was not happy at all, I got a shrug from the lady checking me out, and she said to me email management if you want because she was not giving me a refund for tonight, and she watched me walk out without a word. Pic is of the view they gave me when changing my pre booked and pre paid room I had reserved! Most disgusting example of complete disregard for customer service I’ve...

Friendly staff since the moment you are outside the entrance of the hotel. A smiley doorman opened the door for us as we came with a pram. The receptionist that checked us in was very attentive and explained everything that it is to know about the hotel, facilities and the extra charge for the pool (10€ per day). Breakfast has a wide selection of cold dishes and fewer hot dishes, still really nice. We decided to have dinner one of the nights in the "Y not" restaurant, although they do not have a great selection of dishes, the food and the attentiveness of the waiter was outstanding. The hotel has good connections to the airport and to the city centre with multiple bus stops within a range of 5 minutes. The room was pristine clean and the balcony was a nice retreat for a coffee break. A bit of an annoying thing was the fact that the bedsheets are smaller than the bed and do not tuck properly, therefore after a couple of rolls on the bed, you end up sleeping on the mattress.||The only downside that I have to mention is regarding the pool and jacuzzi area. In itself the pool is small as per the amount of guests, but I would not necessarily have mentioned it as when we were there, we had plenty of space for us. The real problem is how slippery the floor is. It does not matter if you go barefoot, with the slippers provided with the robe or with a pair of flip flops we took with us, it is definitely a concern as everywhere is wet ( as per the condensation that forms and drops from the ceiling in the room) and every step is a challenge. ||In order to end in a sweet way, just to give a great shout to Patricia, waitress on breakfast that went above and beyond with any requests or questions with a really can do attitude and always a smile. Same with Martinha (I am not quite sure if I spelled it correctly) but she was amazing as well during our dinner.||All in all, I would come back to this hotel, just hope there are some...