Emanuel Da S.
Google
As a lifelong Ronaldo fan, staying here was a bucket-list item for me. Unfortunately, the experience didn't live up to the name. We booked our final night in Lisbon for my wife, our 20-month-old daughter, and myself, specifically requesting a crib in the reservation notes.
Upon arrival, the front desk agent (Nuno) insisted our room was for two people only and claimed that, by law, we could not have a third guest. Despite showing my email confirmation clearly listing all three of us, we were forced to pay a €65 upgrade fee just to check in. To make matters worse, despite the forced upgrade and our prior request, the crib for my daughter was not even set up in the room when we arrived.
After escalating to the manager, Ana Rita, the situation was eventually rectified. Two hours later, she confirmed their reservation system was at fault and processed a refund. While they provided two complimentary drinks for our troubles, the initial "pay up or else" attitude left a bad taste in our mouths. That "guilty until proven innocent" feeling at a premium hotel is hard to shake. I’ve received warmer, more seamless service at less "prestigious" hotels in Lisbon. You can definitely find better value for your money elsewhere.