Old Town Lx Suites — Hotel in Lisbon

I used Expedia to book three nights at Old Town Lx Suites in August 2022. When I made the booking, I selected "Deluxe Double Room" with king-size bed. I selected that room based on the description and the photo, which showed a clean and spacious room with a king-size bed, nice furniture, and two floor-to-ceiling windows that let in a lot of light. When I actually arrived in Lisbon, however, I was put in a completely different room: small, shabby, not a king-size bed, no nice furniture, and no floor-to-ceiling windows. Thinking it was just a mixup, I contacted the proprietor and explained that I'd been put in the wrong room. Instead of fixing the issue, the proprietor offered various nonsensical explanations, including that the photos on the website were mixed up and that the booking was somehow different on their end than it was on my end. (But my booking also included a description of the room, which was completely different from the room I was given; and anyway, it's fraudulent to advertise a room using the wrong photos; so none of this made sense). Long story short, I booked a nice room and was put in a different, shabby room, and the guesthouse did nothing to fix the problem. Whether it was an innocent mistake on their end or just a scam, I don't know, but I bore the burden (and reviews from other guests on Expedia suggest this is not the first time they have put someone in the wrong room). The room also had issues: the top hinge on the patio door was broken, so the door kind of fell in; one of the toilet flushes did not work well; bed was hard; flies on patio....

I tried booking a room here but it didn’t let me as it said the room had already been taken. I then booked another room which this time went through. We arrived early and were rudely told by the lady that we weren’t allowed to leave our bags at the guesthouse. Fine, no problem but not the best start. We arrived in time for check in and walked up the dirty, smelly alley way to the entrance. No signs or anything! The code we were given didn’t work so we had to call the booking lady who let us in. At this point she showed us to our two rooms, but we had only booked one? Anyway, we were shown to our room, where we were asked to pay €2 tax (we already paid this online). We paid it but asked for a receipt which she said she would give to us. The room was Hot and stuffy, bathroom was yellow, air con not working, and we were next to a building sight, hardly peaceful. We asked the lady for a refund for the mistake with the double booking. She said they don’t refund rooms. Absolutely terrible customer service. We still haven’t even received the receipt for the tax payment she insisted we paid on arrival....this seems very bizarre. ||||I would strongly advise people not to stay here, not welcoming and unfriendly staff, dirty rooms, and a huge willingness to take your money off you. The reviews clearly speak...

Reading some of the negative reviews, I was a little concerned that I had booked this hotel. However, I was extremely pleased with the choice. Yes, the entrance is up an alley, but it is well lit and perfectly clean. The system of sending us the door code the day before we flew, worked well as our flight was a late arrival. We had booked a King Suite which overlooked the street. Very large room which was tastefully furnished with a seating area, fridge, coffee maker, toaster and microwave. Filtered water was replenished daily and the room was serviced daily. The bathroom was large and clean with toiletries supplied. Wifi is free and works reasonably well. Anna sent us a text after our arrival to check all was OK and asked if there was anything she could do for us. As it happened we did not need any assistance, but I am sure she would have attended to our needs had anything been required. A complimentary bowl of fruit was there on our arrival and also a supply of coffee pods. The location is excellent for all the sights. ‘Time Out’ mercado and Cais do Sodre train and Metro station are within a few minutes walk of the property. Also if you need it there are large luggage lockers at the station. A very good guesthouse which I would...