Pestana CR7 Lisboa — Hotel in Lisbon

I am giving three stars ⭐️⭐️⭐️ but before I will start with the good things about this hotel:

☺️Location (great very close to downtown areas and highlights of Lisboa) ☺️It’s modern decorated ☺️It is very clean ☺️Staff was really friendly overall ☺️They give you a welcome drink 🍹 at the bar for free

Now the not so good things:

😒 Lobby is too loud: I could barely listen to the receptionist as he was explaining me the check in process because the hotel bar is beside the reception and they were watching football ⚽️ in like 10 different TVs in the bar all very loud and I felt really at sports bar the whole time.

😕 Our bedroom was not cleaned up on the third day, I had to call reception and ask about that for three times and yes they did.

🙁 We had no good view in our room: instead of that we just saw a big huge Wall instead of the street or the city.

😠 Cleaning service took away our cups of Porto Wine we actually had bought in the city while eating Kabeljau (Pastel de Bacalhau) and we brought the cups to the hotel and left them in our room, when we got back the cups were not there anymore 🍷😒😞 #stolen. I was going to leave a tip for cleaning service but after this, no: they can keep the glass cups as tips. 😠

😠 At their hotel bar in our second day Monday 20th February: me and my friend e ordered two tequilas and I asked to pay them right away because I wanted to leave fast and leave my friend at the bar (she was expecting someone and I wanted to go shopping). So I paid the waiter lady with credit card, drank my tequila and left. After that, my friend told me another waiter tried to charge her the tequilas AGAIN even if I HAD already paid 😡 I mean, they could have check in their system but they didn’t . Instead of doing that, he wanted to charge again, my friend asked him to check again please and the waiter looked in his previous sales tickets at the cashier and there it was: our payment receipt 🧾 with the paid tequilas. Really disappointing to be charged twice for something we actually paid right away. 🙄😠

🫣On the third night we arrived around 11 pm to the hotel, the door was closed and we saw reception was receiving a sexual worker for a guest in our 4th floor because we saw him waiting for his prostitute in the 4th floor wearing only a robe 👘. I make clear : I have nothing against Sexual Workers, but again: is this the impression you want to give to your hotel to families and people who want a cozy stay at your hotel?

😕 The invoice check out process was really a nightmare: their computer system was not working at all, so they could not make my invoice and I asked them to send it to me via E-Mail (the name of the reception employee was Andre Cruz) Andre at reception was doing everything he could but the system was broken. This makes look the hotel as literally a bad one. Also: my address they had on the system was wrongly entered even though my address was perfectly given by the time I reserved (I checked) they had me as I lived in Marocco while I do live in Germany 🇩🇪 😏 Then I asked him to please email me the invoice as soon as the system got back again: they did but only 1 and half day later … I had to call them again from Germany and to send e-mails for me to get my...

I am extremely disappointed with my stay at the Pestana CR7 in Lisboa. I initially had high hopes and for the most part the hotel was ok. However, my complaint is with regards to the ongoing promotion of the hotel to receive a signed CR football. The website promoted this and does not contain any terms and conditions. As I was already staying at the hotel at the time, I asked reception if I qualified to receive it. None of the staff knew what the precise mechanics were of the promotion and referred me to the General Manager everyday! I stayed there for 4 nights and I asked everyday and no one knew. Unfortunately the GM was never around in the mornings before I left the hotel and was already gone when I came back at night. Finally on check out day I met the General Manager (Miguel) and he decided I didn't qualify for the promotion to receive it for free but he will sell it to me for €60 which I declined. I explained how badly this promotion was ran and how it was disappointing after staying at the hotel for four nights and asking everyday that he couldn't do anything. In my opinion, he could have but just didn't have the customer mindset to do it right. My second complaint was that the hotel "feature" of a usable internet and phone didn't work. The phone gave an error when dialling and again bringing this to the attention of the reception everyday for 3 days did not resolve the issue. After sharing this with the GM, he gave an excuse that this phone was on trial basis and not guaranteed and quoted a fine print that it is "internet on the go" and not phone. This is ridiculous making excuses for something that didn't work and did not get resolved for 3 days. Miguel needs to be sent back to guest relations management school and is not fit to be GM of this hotel. The staff are all clueless about important details of guest services and clearly not service orientated to resolve customer issues. I left really pissed off and unfortunately ruined what was before then a very good holiday in Lisboa. All because Miguel the Pestana CR7 General Manager does not have the skills to manage customer issues.

Overall this hotel and the facilities are fine. Location was great but I will not recommend staying here because the staff are amateurish (they seem like part time college students) and clearly the General Manager does not know how to run a hotel or deal with customer issues. Staying with a celebrity branded hotel could be nice but risky. They are too lazy to do a good job because they think the celebrity brand is enough. It's not.

Stay next door at the Vincci...

This was my fifth and final stay at this hotel. Unfortunately, I had booked two rooms months in advance. One room was for my teenagers’ children, a boy, and a girl. I spoke to a gentleman and explained that I needed two single beds for my children. He assured me everything would be fine. I had planned this trip meticulously, as you know, an intercontinental trip requires utmost attention to detail. To my utter dismay, the room I was assigned had a queen bed instead of two single beds. The front desk person informed me that there were no available two-bed rooms and offered to arrange one for the next day, which unfortunately didn’t happen. My teenager boy and girl were not happy sharing a bed, and my carefully planned intercontinental journey was ruined.

To add insult to injury, I encountered a very rude woman at the front desk on Saturday afternoon. I returned to the hotel for a forgotten item that was in my children’s room. She rudely informed me that we had twelve keys, but I only had one. She claimed she couldn’t make more keys. My children reported a key issue with their room, as the key wouldn’t open it multiple times. It was clearly not our fault. She should have been more polite in her interactions with us, but instead, she was rude.

This hotel is a complete disaster. There are many other options nearby, such as the Eurostar chain. If you’re looking to ruin your trip, I highly recommend staying here. However, be prepared to have your concerns disregarded. I spoke to a gentleman on the phone months in advance, and he assured me that everything would be taken care of, but when I arrived, everything was different. It was a disgrace. Christiano Ronaldo, look for your business, your name is on it....