maor L.
Google
The main huge issue that surprised us and caused concern involved UNAUTHORIZED CHARGES. After reviewing our credit card statement, we noticed three separate charges from the hotel. Before checking out, we asked the front desk what these charges were for. They told us they had no record of any purchases made at the front desk or restaurant and did not know where the charges came from. We were also told my card would only be tapped once at checkout.
I followed up by email, and the hotel responded that the purchase location was incorrect. I explained that my credit card consistently shows the same generalized Lisbon location for all transactions made in the city, which is normal. They then asked me to provide my full CARD NUMBER(Not PCI-compliant, bad security risk, unnecessary to ask for) to investigate further. This immediately raised concerns. I contacted my bank, who explicitly advised me not to share my card number and to dispute the charges. This was extremely disappointing and unsettling, especially given my extensive travel experience, this was not something I expected to encounter in Lisbon.
After I sent them the email stating that I will not send them my card, they have not emailed me back.
Another minor issue
There was also confusion regarding the minibar. In our travels, when minibar items are included or not, it is clearly stated in the booking description. In this case, nothing was mentioned. When a staff member escorted us to our room, he told us we could drink the water and eat the snacks in the fridge and refill them as much as we liked. We specifically asked if these items were included, and he said yes. We were pleasantly surprised, until the third day, when we confirmed with the front desk and were told the items were not included and were chargeable. This appeared to be a miscommunication or language barrier between staff. Although we paid for the items, the situation was frustrating and could have been avoided with clearer communication.
Overall, while the location was excellent, the issues with unexplained charges, request for sensitive card information, room comfort, and minibar miscommunication significantly impacted our experience.
Here are the proof photos below. You may have to view them on Google maps. Google itself often does not show photo reviews since I have made this review on Google maps.