Upon Lisbon Prime Residences — Hotel in Lisbon

I stayed at this hotel for 5 nights with high expectations given it is 4 stars and i paid a rather high price as a family of 5 though I felt cheated.

Upon arrival I already felt the space seemed smaller than expected especially the dining/breakfast area and our room that was labelled a ‘two bedroom apartment’. It felt wrong for the hotel to even recommend this room given our family size. The room itself had many faults some being the room didn’t feel clean, the towels did not feel fresh, surfaces look greasy, noise when night fell was almost unbearable - at one point there’s was strange knocking sounds as if someone or something was banging on our window; additionally the plugs didn’t even work🤣 therefore we were unable to use our travel adaptor and was forced to use a single plug in one of the other rooms. Furthermore the dangerous hair dryer made a disturbing rattling sound and even began to smoke meaning we had to call up for a new one but ultimately any hotel should surely check the electrical devices they are providing. Moreover, I understand that this hotels main selling point is the close proximity to the stadium however this is strongly deceiving as my room view compromised of a quarter of the entrance and someone else’s moldy balcony. One last memorable fault of the room was the chipped overused furniture and the inconsistent flooring where many gaps and cracks where visible; though this was obviously a consistent problem in this hotel as the decking on the roof top pool also was very damaged and unattractive. This moves me onto the amenities and services: the sky bar seemed very unprofessional and again greasy, the pool itself had algae building up around the pool walls making the sides appear green, slimy and unpleasant which therefore meant within my whole stay i did not step into that pool not to mention me and my family witnessed a staff member wash his cup/pour liquid in the pool whilst customers are in it and walk away thinking nothing of it - we were shocked to say the least. Another huge disappointment was the breakfast, we had it on the first morning and it was so terrible the rest of our trip we either skipped breakfast, went to the supermarket opposite or found a local cafe which was very difficult given this hotel is actually of a highway and nowhere near the centre more on the outskirts. Nevertheless, back to breakfast I remember coming down and just looking at utter chaos: hot food and variety was extremely limited, quality was poor so much so my egg yolk was literally grey, coffee nor juice was fresh just from a self-service machine that people were queuing for in the cramped space, service was basically nonexistent and it was clear the staff are unorganised and not prepared to cater for the amount of people staying at the hotel. The gym was tiny I would say my bathroom is bigger than it meaning it could cater two people max.

When my trip came to an end I was unfortunately informed my plane was cancelled of course I didn’t want to return to this dissatisfying hotel as firstly the price was insane given my families circumstances and our actual experience in this accommodation. As expected we found a lovely hotel that also had the exact standard rating and let’s just say it really lived up the four star hotel expectation that we initially had and completely outdone Upon Lisbon Prime Residences in all aspects like service, amenities, space, atmosphere, location, facilities, property management and value. My families only wish is that we stayed at this hotel from day 1 which is why I strongly do not recommend...

I had certain expectations for this hotel and I must say overall it really missed the mark and I wouldn't stay again. In general the staff was very sweet, always smiling, willing and eager to help. HOWEVER, it doesn’t make up for the lack in comforts we expected. I was willing to give up a central location closer to Lisbon's popular neighborhoods in exchange for a "home away from home" feel and more space. We are 2 adults one child, we arrived early and they checked us into our room at 2pm instead of 3pm and we were able to wait by the pool (much appreciated). When we went in, I opened the child day bed under the couch and was disappointed to find it was not cleaned. It had stains and hair (I'll spare you the photos). The spare pillows in our closet all had what appeared like dirty shoe prints. Maybe they were rushing to get the room clean for us?! Either way, it is NOT what anyone wants to be welcomed to after a day of travel to Lisbon. Housekeeping came, changed everything and actually fixed the bed which is how it should have been from the beginning.

The aesthetic overall tries VERY HARD to be modern and clean. I found it to be uncomfortable, we are 3 small petite people and i felt I was going to knock down my toiletries. BRING A HANGING bag for toiletries there is virtually no counter space. The shower has that open floor plan thing except there is no lip and no slope so after the 3 of us showered the floor was soaked and water was going into the hallway. We asked for extra towels right away just to wipe it all up. This continued every single day. There are no wash cloths, I use a separate wash cloth each day for my face so I was annoyed by this. Bed was pretty hard, pillows were nice and there was a variety. Something which I think is huge for families!!!... You cannot bring breakfast from the included buffet up to your room. There was a mom trying to bring a plate of fruit up to her kids and they wouldn't let her. Also there is a 50% upcharge on every single item you order for room service or if you buy lunch or dinner and bring it up yourself. So if a burger is $12 Euro its now $18 Euro. This Sucked! After some days of walking and tours we just wanted to shower and relax and eat in our room. Ya know the room with a full kitchen and eating area??!!! Yea, that's apparently for when you grocery shop in Lisbon. There is not much of anything around here so bring leftovers from your day if you want to eat in your room or plan on cooking. (The location did feel very safe and it was a short walk to the metro!!!).

Half the machines in the gym are BROKEN. No elliptical, no treadmill working!!

UPDATE: we THOUGHT self service laundry would be a huge plus but there are only 2 washers and 2 dryers and the dryers are both broken!!! And they “can’t find anyone to come fix it”

Basically every amenity I paid for didn’t work.

Today at breakfast, they tried telling me I had only paid for 2 people to eat instead of 3 even though we’ve been having breakfast together for 4 days. Stress stress and annoyance not a relaxing vacation. Stay elsewhere!

I expected such a different experience from an "apartment style hotel." Things like cleaning up water after every shower, no room service, no wash cloths, and little storage in bedroom / counter space in the bathroom REALLY took away from the way I normally feel while i"m on vacation. Such. A Shame. Breakfast is nice and has a variety which we all loved, and you can ask for a cappuccino for free!! I would have appreciated knowing all of this, so...

Have abosolutely loved staying at the Upon Lisbon Prime Residences. Travelling as a family we wanted the flexibility of having some meals at home and also just somewhere to lounge around comfortably in between tours and commitments. The apartments were of a high finish and had all the things we needed to make our stay more than a comfortable one. If there was anything missing a call down to reception ensured they were on the case immediately to resolve and accommodate. Set within a residential area it is placed just right opposite the Benfica stadium with a great view from our balcony (7th floor). The rooftop swimming pool was lovely both during the day and evening with bar open in the weekends I think. Pool may have felt a little cold sometimes but it is heated and roof can be closed to contain heat...kids were never put off. There is a supermarket right opposite too for convenience. There is a restaurant and bar menu should you fancy and some cafes/pizza place a short walk away. The Colombo shopping centre is also just a ten minute walk away and has great shops, cinema,bowling alley and food hall. Back to Upon Prime the staff were brilliant and very helpful. Daniel helped us settle into our apartment at the beginning and helped with getting our bearing of where we are located as well as shared any tips that would help our travel or accommodation needs during our stay easier. We also had another team member whose name I am unsure of but he helped us with multiple requests going up and down the elevator but always with a smile. The night before we left David and reception also tried his best to help us get late night pizza delivery. The cleaning team were great servicing our apartment daily and we always came to a lovely spic and span apartment. Stayed for just a few days but we will surely miss it and look forward to returning next year. Thank you to all the team at Upon Lisbon Prime Residences from the...