Holiday Inn Express Lisbon Airport by IHG — Hotel in Loures

A nightmare shocking stay.

The following review is a copy of a review submitted to IHG which has been refused publishing on their review site. We assume that serious complaints are buried and kept from the public eye. So much for Members welfare!

Appalling experience here at this Hotel. My partner and I stayed 1 night before 20 hour flight to Bali.

Unfortunately for us We ate in the restaurant. Served uncooked salmon 2 x . Still frozen in the middle . My partner ate some before noticing . I was saved his harrowing experience as he warned me and I didn’t eat any. Sent back and yes it’s hard to swallow, they delivered another 2 servings, the same result . Uncooked again in the middle. this time no one ate anything . So We finished eating a burger as now We were terrified of the obvious!

My partner woke at 4 am on the day he was due to fly to Bali with the horror symptoms of poisoning . I will spare the detail . He had to travel 20 hours by air , with temperature, pain and all the other symptoms associated with food poisoning. He is still undergoing tests as a result of recurring stomach problems.

It took 2 weeks to recover the severe symptoms whilst on his holidays and an Emergency Doctors visit as natural healing time wasn’t enough. A lost paid annual vacation.

The Hotel were woeful in response and We are utterly shocked at the complete disregard of our health . Much initial correspondence and empty apologies, with politically correct statements together with a derisory offer of compensation reward points which were credited to my account . An insult to the suffering endured as a result of breathtaking incompetence and lack of care .

A disgusted IHG member who has never complained ever before. This is not a “professional complainer “.

The Hotel has ignored recent correspondence completely. Utterly shameful. This includes ignoring my partners Doctors bill in Bali who diagnosed “Acute Gastroenteritis” and administered injection and antibiotics along with pain killers etc.

Contacted IHG who assured us that We would be called in 48 hours, NO CALL!!

Reached out to the Hotel 3 months after this event and again completely ignored our...

The hotel itself is ok, the property was in a decent condition and meets the IHG standards and the rooms are spacious. Good for an overnight sleep before the flight. Hotel staff were friendly.

Although it is located less than 3km from the airport, the transportation to the hotel wasn't good at all. There is only one bus going to the hotel from the airport, with a 30mins interval (it was Sunday, maybe on businessday there are more buses). The distance is neither walkable because of highways and highway crossroads.

We had an early flight at 6:20am. The day before we asked for take-away breakfast because we had to leave the hotel before breakfast time. Takeaway breakfast wasn't available.

Nightmare started when we checked out at 4:25 and we ordered an uber. Seems that the distance is so short that uber drivers don't want to take it.. Four uber drivers cancelled after they had accepted the drive and wasted our precious time. When half an hour passed and the clock turned to 4:55am and uber drivers keep cancelling our rides, we asked reception to arrange a taxi. Reception staff was kind enough to arrange it. But it was 5:30 when the taxi finally arrived at the hotel to pick us up. We could see many other passengers with similar uber problems and frustration with taxi waiting time. We arrived at the airport just 1 minute before the check-in closed and after which we hurried through the security check. In the end we boarded the airplane 1 minute before the gate closed. A take away breakfast would have saved the day, since there was no food for sale on the 4,5hours flight and we didn't have any time left to buy any food from the airport.

Conclusion: the location is really bad, if you stay here, please make sure to arrange a taxi early enough so that you don't get panicked when the taxi doesn't arrive quick enough. Better to stay in Lisbon centre where taxis and ubers are more active.

To be called an airport hotel, the transportation or a hotel arranged shuttle bus...

Stayed with my wife for one night before flying back to Miami. Check in was quick and friendly front desk personnel. Room had some small ( I think the carpet needs to be cleaned soon), noticed someone’s dirty sock on floor by the bed. Pillows are terrible hard and bulky, AC works pretty good, bathroom was a little small but everything worked fine. Had a problem with phone when called front desk, but they tried to fix it right away. Breakfast was very nice, good food and variety. I also reserved a morning shuttle to the airport at 8AM, got a confirmation ticket for me and my wife ( 5 euro each/ total 10euro) I was told that this is independent company not affiliated with the hotel. When the shuttle arrived few minutes after 8 there was 7 people going to the airport including my wife and me, I went to the back of Mercedes Van and driver put my luggage bag on top. I asked him if I have to pay right away and he said yes, I pulled 10 euros and give him reservation voucher received from the front desk, went inside the van and as soon I set, the driver came and started to collect the fees for the ride, when get to me and try to get paid again I thought he was joking? I told him that I just paid him and he said that is impossible. I was shocked. My wife said that she heard the conversation since she was already in the back seat of the van when he loaded the bag inside. I also told him that I gave him the reservation voucher and the money at the same time, he pulled all the cash from his pocket and the 10 euro bill was on top. My wife said to me : pay him again, but I said no, than he gave me a break. I will highly recommend the hotel to investigate this and make sure he is not doing this to others. This was on Oct 11/ 2023 at 8:00 airport shuttle. Next time I will take taxi back to the airport and by the way it cost 8 euros from the airport to the hotel ( I gave 15 euros to the taxi driver since I decided to tip him for a pleasant and...