Aurea Museum by Eurostars Hotel Company

The room was spacious and comfortable, and I especially enjoyed having a terrace with a beautiful view. Breakfast was generous, delicious, and had plenty of variety. Everyone I met was friendly and helpful. The receptionist working the evening of March 9th was especially lovely. I had a wonderful stay from start to finish, and I'm grateful to the whole team for the warm hospitality.

Catarina made our short visit much easier. We arrived before the room was ready, and she arranged luggage storage so we could spend the day exploring Lisbon without worrying about our bags. She also helped get them up to our room and shared useful advice about local sights and places to eat. We'd booked this hotel because it was close to the cruise port, restaurants, and attractions, and the port was indeed an easy ten-minute walk with our rolling luggage. Our balcony room had a great river view and was clean and comfortable. We came two days early for our cruise and enjoyed the stay. It exceeded our expectations, and we'd choose it again for a future Lisbon trip.

Breakfast was good, and Sara was the other bright spot. Beyond that, the staff seemed to have little idea what hospitality involves. The place should be considered a 3-star hotel, and be cautious about the reviews above, which I don't think are verified. I'll also be speaking to booking.com. Reception doesn't answer the phone or call back. There was a bad sewage smell in the corridors, the shower water wouldn't drain so you ended up standing in a pool, and the towels and sheets were stained. There's more, but that gives you the idea.

The location is great, and breakfast was okay, though not especially impressive. The hotel felt short of five-star standards to me, and attention to detail, communication, and care for guests need work if it's to reach that level. These things didn't matter much to us personally, but they should be improved. Our anniversary wasn't acknowledged in person. There was a plate of fruit and a few small brasserie items in the room, which was a kind gesture, but no note. We returned very late and found them when we couldn't enjoy them, then housekeeping had taken them away by the next morning. We'd confirmed a private spa booking with reception, but nobody explained what to expect or gave us any details. When we arrived, there was no staff member there. Someone finally showed up 20 minutes later and entered the sauna while we were inside. Housekeeping didn't properly replace our towels and bathrobes. We only asked for fresh towels on day four, and the bathroom sign asking, “Do you know how many towels we wash per day?” felt out of place. We understand hotels' environmental efforts, but that wording didn't fit the friendly, refined tone you'd expect at a luxury property. Even after we updated our keys for the extended stay, they didn't work when we got back late. I work in five-star customer service, and this experience didn't meet that standard.