Frutaria - Lisbon Suites

The mattress and location were the only good parts of our stay. The apartment was on the fourth floor of a busy central street, with thin walls and wooden floors. We could hear the neighbours talking and, in our case, throwing up all night. The bathroom was so tiny that sitting properly on the toilet was difficult, and the towels were very small and thin. We were woken at 7:00 when the next guest, who had been given the access code while we were still there, walked into our room. That’s unacceptable to me. They apologized and said it had never happened before. Breakfast was at a cafe two minutes away and was the same every day. Portuguese people are generally so friendly and welcoming, but we didn’t get that feeling here.

The apartment was in a good location and was good, but there were too many stairs, nine floors worth, and we had to carry all our bags. It wouldn’t suit someone with health issues. The room was partway up the building, but the company door was confusing, as were the emails with the room codes. The rooms were on the top floors. There’s no front desk and we couldn’t find anyone during the day. You need an international phone to reach customer service, and there was no guest service at the property. Don’t arrive at night, as the lights are on a timer that’s too short. Breakfast is served in another building two minutes away, with two fixed options, regular or vegan. I had to pay the room taxes in exact cash, with no card option. The shower is right by the exit, so you step into the living room naked, and the toilet is so close to the sink that my knees hit it.

The view from the room was good, and the room itself was nice. The bathroom felt cramped, though, and there’s no elevator, so our suitcase had to go up about four flights of stairs. We also found the entry codes a bit confusing and spent a while working them out. We tried to contact the property but got no reply. Breakfast is served about a block away, and I thought it was pretty good.

The booking turned into a disaster. Five months ahead, I paid a deposit and asked for two twin beds for my friend and me. We’re 69 and 72, and the steep stairs were already unpleasant. We only learned it was on the fourth floor after paying city tax and emailing passport copies. When we finally got through the door, there was a double bed instead. Nothing in the messages beforehand said it would be a double or asked us to confirm that setup. Getting the room details took a lot of effort, and we had to work through directions and door codes. Frutaria-Lisbon didn’t send the accommodation information until we’d paid the city tax and emailed passport copies. I should have reconsidered staying there then. I contacted them by email, text, and phone. Caroline, the virtual “customer service” contact, was unpleasant and unhelpful, said no other rooms were available, and told me the reservation couldn’t be refunded. I had to find somewhere else quickly for our three nights in Lisbon. Getting a refund was difficult even though the room wasn’t what we’d requested and we didn’t know until we arrived. We stayed at five places in Portugal, including two hostels, and the others provided the twin beds we’d asked for and were excellent. Frutaria-Lisbon kept my deposit. Don’t consider this place.