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“Disgrace”
Review of Hotel Florida

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Hotel Florida
Ranked #109 of 253 Hotels in Lisbon
Reviewed October 2, 2012

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

  • Stayed: September 2012, traveled as a couple
    • Value
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9  Thank Zoeb M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David_Costa, General Manager at Hotel Florida, responded to this reviewResponded October 11, 2012

Dear Instinct_10,

Thank you for your time reviewing Hotel Florida.

We kindly remember you that your reservation was cancelled by the Travel Agent Restel/Hotusa. We show you that cancellation at the reception. Your complaint should be forward to them, not us.

As you may be aware, we love to receive people, it's our job, so we would very much be interested in hosting you. But we were full, so were the majority of hotels in Lisbon.

We did everything we could to help in a situation like this. If your review was fair, it would say so.

We believe it is not correct to harm a serious and professional Hotel like this, due to a situation between you and the travel agent.

Sincerely,

David Costa
GM
Hotel Florida

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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255 - 261 of 1,137 reviews

Reviewed October 2, 2012

Family room was comfortable for three. Quiet area, but suggest that you choose one of the local cafes for breakfast rather than the overpriced and underwhelming looking hotel breakfast. Staff friendly and helpful. Two night stay before heading north to the coast. Our only issue was parking (the hotel does not have any itself), and in hindsight would not have hired at airport but instead left it until we went on. Lisbon public transport system seems very good, including metro, bus and the charming old trolley cars.

  • Stayed: August 2012, traveled with family
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2  Thank Richard H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 12, 2012

We stayed in a family room with a balcony which was very clean and well equipped with everything we needed. Good location. About a 20min walk to the city centre, and very close to a metro station. Breakfast a bit pricey, but there was a huge selection to choose from, and great view over the Edward VII park and Marques de Pombal square, so overall quite good value. The 'hollywood' theme not too overbearing. Can't comment on the service as everything we needed was provided so there was no need to ask for anything. No complaints at all. Would recommend.

  • Stayed: August 2012, traveled with family
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1  Thank Jackie B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David_Costa, General Manager at Hotel Florida, responded to this reviewResponded September 24, 2012

Dear Guest,

Thank your for your time and for reviweing Hotel Florida.

As important as the constructive reviews are the ones that cumpliment us for our property and service. Our team will be delighted to read your words.

Thank you so much for this gesture.

Regards,

David Costa
GM
Hotel Florida

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 9, 2012 via mobile

Found the hotel as a "mystery hotel" through a booking site, and paid a cheap rate. The hotel is located next to the metro station, with easy access to the yellow and blue line. Also the Av Liberades, Lisbon's version of the Parisian Champs Élysées with shops galore, is just next door.

Hotel itself is decorated nicely, but the boutique-like design cannot hide the fact that it's an old hotel, maximum three stars, that has seen better days. Water pressure and temperature in the shower was hit and miss.

Service was uninspired, not friendly (but also not unfriendly, just uninterested and bored) and we had to wait 30 minutes for a room without any explanation or apology.

  • Stayed: September 2012
    • Value
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2  Thank flyingdutchman06
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David_Costa, General Manager at Hotel Florida, responded to this reviewResponded September 24, 2012

Dear Guest,

Thank your for your time and for reviewing Hotel Florida.

We're glad that you found our location and decoration nice.

Regarding the 30 minute wait, we apologise and promise to work harder in order to avoid this situations in the future.

Thank you for choosing us.

Regards,

David Costa
GM
Hotel Florida

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 8, 2012

Stayed in this hotel for a week. Lovely, clean rooms, bright with plenty room and storage and it was very stylish. The air conditioning was great.

The staff were very friendly and eager to help in anyway. Breakfast was really good. Big selection. The view from the dining room is amazing. The dining room is really nice, lots of antique pieces and old photos.

The location isn't in the best, but it really isn't that inconvenient. The metro is just outside, it is a pleasant, short walk to most attractions. We really enjoyed our stay and would recommend it.

  • Stayed: October 2011
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1  Thank Siobhan C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David_Costa, General Manager at Hotel Florida, responded to this reviewResponded September 24, 2012

Dear Guest,

Thank your for your time and for reviewing Hotel Florida.

We're glad that you found our Hotel clean, spacious and stylish.

Our team loved your words and be sure that they will encourage us to be even better.

Thank you so much for this kind gesture.

Regards,

David Costa
GM
Hotel Florida

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 26, 2012

Initially we were really looking forward to staying at this quirky, eclectic cinema themed hotel with a pretty good location.

However, upon arrival the receptionist told us that due to a computer problem, we were not going to be staying there, but that she had made an arrangement for us to stay at another partner hotel. She circled the location on a map, and paid for a taxi to take us to the new hotel (a Holiday Inn).

The new hotel was NOT where she circled on the map, but was in fact a LOT further. We had chosen Hotel Florida for the location because we could walk to many restaurants and attractions. At the new hotel, we had no choice but to pay for a daily metro pass, and commute between our hotel and the city center every day.

We were never given a real explanation, nor a real apology for a mistake that the hotel was responsible for. Taking into account that English is not her first language, the woman was still exceptionally impolite and unapologetic.

Apparently this issue came up with many customers over the course of several days, and the hotel knew this in advance. I would have appreciated a notification, by phone or email, so that I could have arranged other accommodations with better location on my own.

Instead we were stuck, with our suitcases in hand, without much knowledge of the city's geography, being shuttled off to an out-of-the-way hotel that even the receptionist clearly knew nothing about.

Completely unacceptable

  • Stayed: August 2012, traveled as a couple
    • Location
    • Service
3  Thank Chris B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David_Costa, General Manager at Hotel Florida, responded to this reviewResponded September 24, 2012

Dear Guest,

Thank your for your time and for reviweing Hotel Florida.

We would like to take this opportunity to apologise for the inconvenience our past techical problems may have caused you. Fortunately we solved that and are now fully operational.

We considered every word you said about us and took the necessary measures to avoid its repetition.

We hope to have another chance to welcome you in Lisbon.

Regards,

David Costa
GM
Hotel Florida

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 25, 2012

The hotel was adorable and updated. Hotel staff were very friendly and helpful. Hotel was in walking distance to everywhere we wanted to go. The rooms were clean and comfortable. Bar was cheap. The gym was tiny and only had 2 machines but was fine if nobody else was there.

  • Stayed: August 2012, traveled with friends
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1  Thank fjewel95
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hotel Florida

Address: Rua Duque De Palmela, 34, Lisbon 1250-098, Portugal
Location: Portugal > Central Portugal > Lisbon District > Lisbon
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Room Service Suites Wheelchair access
Hotel Style:
#67 Business Hotel in Lisbon
#72 Family Hotel in Lisbon
#82 Romantic Hotel in Lisbon
#84 Luxury Hotel in Lisbon
Price Range: $60 - $808 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hotel Florida 4*
Number of rooms: 72
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

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