We stayed four days at the Palacio Belmonte from September 11th to September 14th and we'd like to convey our disappointment over the service received. It was nowhere near our expectations.
First we have to say the positive things : this is a great building, in quiet and astonishing surroundings and a very nice place to stay and discover. And staying in the same building where Christopher Colomb stayed in his time can only be an experience.
But this said, we have other grounds for disappointment:
1/ we had bought an "History and Culture" package and didn't get what was supposed to be included in it. Especially everything that was in relation with "special guest treatment" like welcome drinks and special attentions.
The only thing we got from the package really was the river view suite (nice) and the tour in the city because it seems the driver was more aware than the personal of the hotel about what the package was supposed to be. And the driver was great, made us discover his city with a lot of energy.
2/ Other than that, overall service was really poor. It seemed like management had run away from the hotel and let it to be run by a few "interns" desesperatly trying to figure out what client needs could be and how to cope with the duties. These young people in jeans and sweaters were probably very nice but they were nowhere like profesionnals and although you can understand there'd be few people for only 12 rooms, you expect better than that when you go to hotels of that standing.
The only time we got our entire breakfast was when a profesional maid suddenly appeared on Sunday morning.
On our arrival, we came very early but were told we would get the room - which was unoccupied- at 11:00. At 11:30 we were still waiting and decided to go, nobody even tried to apologyze to us.
I am very surprised by the gap between the positive press exposure and the reality of the experience. It seemed like an hotel where management had deserted during our stay. We thought at one point that it would improve for the week-end but it really didn't.
- Official Description (provided by the hotel):
- At the Belmonte there is no crowd, no noise, no chocolate on the pillow, no television, just fresh air, space, light, your own laughter and music. For an experience beyond compare, far back to our roots, to our childhood, to fantasy, let Palacio Belmonte be your house while discovering the wonderland of Portugal. Palacio Belmonte offers 10 suites, all different, all unique, some with terraces, winter garden or built in a Roman tower with 360º view or in a Muslim one on top of a 40 meters high rock, all equipped with fully modern bathrooms, natural ventilation, a Mediterranean garden and black marble swimming pool to relax, read or dream. House of the Earl of Belmonte, Cabral and the Marquis of Atalaia for the past 500 years, the Belmonte is a stunning sculpture, a 2197 years synthesis of Portuguese history. It became a few years ago the House of a Landscape Collector. He then decided to open his house to a very few for whom luxury is synonymous of encountering one's emotions. Palacio Belmonte prides itself on delivering memorable unique customized experiences for those who choose to stay with us. For this reason Palacio Belmonte suggest experiences that can be personalized for you, whether it be a fabulous sunset in a yacht on the Tejo River, a private tour to unique architectural features of old Lisbon, your own private Fado singer, a special day out with wine, olive oil tastings and Lusitano horses in the Alentejo or maybe a dinner at the unique local "Tascas" in which you will experience the real authentic Portuguese hospitality. The Belmonte is the most veiled secret in Lisbon... And definitely a place to experience! History, Architecture, Culture, Sustainable Development... Here you will not find a standard accommodation but a single life option! While receiving the highest level of service, you will be merged by this deep philosophy of well being, exclusivity, simplicity, natural comfort, intimacy and introspection. Palacio Belmonte is a real alternative way of life... Come join us! ... more less
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- Also Known As:
- Palacio Belmonte Hotel Lisbon