Carmo Hideout at Chiado by Innkeeper

The room was very well soundproofed, so even though the hotel is right on the square, street noise didn’t keep us up. The location was perfect and the staff were friendly. Breakfast was good too. The air conditioning wasn’t working very well. I heard someone else mention the same thing at reception. We raised it a second time and they brought us a fan, which made things okay.

The room was spacious, comfortable and very clean, and the staff took care of all our extra requests. They were attentive, polite and friendly. We could leave our luggage at check-in, too. Even though the hotel is right in the city center and within walking distance of everywhere, it was really quiet at night. Breakfast was delicious. If I go to Lisbon again, I’d definitely choose this hotel.

With young kids, we appreciated the little extras, especially the kid’s kit with coloring things and soap. Housekeeping were welcoming, and having free bottled water each day was a thoughtful touch. The rooms are modern and well equipped, and the hotel is right near the heart of the city, with lots of places walkable. It was still quiet inside. We thoroughly enjoyed our stay.

The first room we were given was 410/411. We immediately reported a strong damp and mildew smell, and the front desk said they’d take care of it while we were out. When we came back, nothing had been done, and a storm had caused water to leak through the ceiling into the living area. The hotel refunded the first night without me asking, which made it seem they knew the room given to my family was uninhabitable. But that didn’t make up for what followed. We were moved to 310/311, where there was visible mold on the bathroom walls. Someone came up and only partly cleaned the visible areas, leaving mold behind the sink. I reported that specific spot to reception again, and it was never cleaned. I had a persistent allergic reaction throughout the stay. We were told the General Manager was handling the situation, but I never got a call or email checking on my family. For checkout, they only allowed one extra hour and threatened to charge half a night for more time. I stayed only because I didn’t want to put my daughters through more stress after the leak. This hotel didn’t meet the leadership and hygiene standards I’d expect from a 4-star establishment. A refund and a slice of cake don’t excuse exposing guests to mold and ignoring repeated requests for basic cleanliness.