Emma R.
Google
I booked this property several weeks in advance for the Christmas weekend in Lisbon, carefully selecting it because it was listed as dog-friendly. As a Titanium status member who frequently stays at luxury and ultratravel hotels with my 2 dogs, I have never encountered issues regarding pet policies before.
Upon arrival, I was informed that the hotel only allows one dog per room with a maximum weight of approx 10 kg. This information was not clearly presented during the booking process. The front desk denied our check-in and left us without accommodation during one of the busiest weekends of the year.
As a result, we were forced to secure a last-minute hotel at significantly higher rates and with extremely limited availability. This disruption also caused us to miss a pre-booked, non-refundable tour, an avoidable financial loss directly linked to how the situation was handled.
The only response we received at the reception was that “we should have checked the pet policy,” despite the hotel advertising itself as dog-friendly. There was no service recovery, no alternatives offered, and no effort made to assist loyal status guests.
I have stayed at many luxury hotels globally with my dogs and have never experienced being denied check-in in such a manner. When a property presents itself as pet-friendly, guests naturally expect a level of flexibility and hospitality consistent with a 5-star standard, especially for titanium status members.
I hope management will review how situations like this are handled, ensure clearer communication of policies, and take responsibility for the guest impact when things go wrong. I would appreciate direct follow-up from the hotel, as this experience fell far below the service level typically expected from a property of this category.