Travelled up to Lisbon by coach from Algarve to stay 3 days in the city. What a nightmare start to my trip to the capital due to the service and problems encountered at this property.
Arrived at the Marcus Pombal station (which is fairly close to the hotel) and eventually after asking some locals found the hotel.
We had pre booked the hotel from London at least a month in advance and also paid for it. (The money was taken from my account at the time of booking)
Upon arrival the receptionist who was extremely rude immediately told us the hotel was full. I repeated to him i had a reservation and he informed me the reservation had been cancelled?? i didn't receive any phone call or email to inform me of this. When i told the receptionist we had already paid for the stay he told me there was nothing he could do and i would have to contact the agency i booked through. At no point did they offer to assist me with this and i literally had to argue with them to let me use their phone and internet to sort this out. Even though it wasn't my fault. The cheek of this is they even tried to charge me for using the internet and phone after i'd used it.
After spending 3 hours in the hotel lobby trying to resolve this problem, still nothing was concluded. I was tired and had a long day already, all i wanted to do was rest, eat something and have a cold beverage. At no point did the staff even offer me a glass of water.
After the 3 hours i decided to cut my losses and try to get a refund when i got back to London. I assumed they would try to organise me alternative accommodation as it was the hotels fault it was overbooked. But to my surprise the receptionist told me he couldn't help find another hotel for me as he was busy? They simply took out a map and circled 3 or 4 hotels in the area which i could try? Unbelievable. For a 4 star hotel i found this ridiculous as i thought hotels are supposed to provide excellent customer service and go out of their way to help 'guests' who had booked the hotel. The receptionist couldn't care less. No transportation or further help was offered to me and eventually i went to stay with a friend just outside of Lisbon as i couldn't get a refund and didn't have the capital to book elsewhere.
Upon arrival to London i contacted the hotel several times and the agency and to this day i haven't even received a phone call back let alone a refund! The service in this hotel is an absolute disgrace and the staff really don't care. I can only give my opinion based on my experiences therefore i don't know whether the rooms etc. are of a good standard.
This lost me nearly a whole day in Lisbon and to my anger and frustration i still have not received any refund let alone some compensation.
Based on my experiences of this hotel i would NOT recommend this hotel to anyone. Location is decent, but what's location when service is so poor!
I have stayed in hotels all over the world and have never experienced this level of customer service.
Never again... an absolute disgrace
- Official Description (provided by the hotel):
- Charm and Intimacy at this Stylish Lisbon Hotel With a convenient location near many attractions, Hotel Florida is a premier Lisbon boutique hotel choice. The hotel offers easy access to all parts of the city as it sits steps away from an underground station. Delightful and welcoming, guests will enjoy a true sense of retro style and design. Explore the historic city and return to delicious dining, comfortable and spacious guestrooms, and great service. Hotel Florida is a top Lisbon hotel. ... more less
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- Also Known As:
- Florida Hotel Lisbon
- Best Western Lisbon