Lisbon City Inn Hotel by City Hotels

Our stay at Lisbon City Inn Hotel from March 21-25 was far below expectations, especially given its high Booking.com rating. We found dirt and three empty plastic bottles under the bed from the first day, so the room clearly hadn’t been cleaned properly. Noise and staff behavior were another issue. At 9:30 a.m., cleaners vacuumed right outside our room and disturbed us. When we brought it up with reception, staff spoke among themselves in Portuguese instead of addressing us in English, seemed to blame each other while laughing, and implied that we were unreasonable to expect quiet. They said most guests get up earlier and that sleeping past that hour wasn’t usual, putting the responsibility on us. The next day, the same disturbance happened again, even earlier, despite our complaint. The phone number for reception that they gave us was incorrect, so we couldn’t contact them without going there in person. Even though they’d provided it in writing, staff insisted we had called the wrong number. At the end of the stay, we asked for the official complaint book, but the staff didn’t seem to know the procedure or how to handle the request. The poor cleanliness, service, and lack of accountability don’t justify the hotel’s current rating. This was disappointing and didn’t meet basic hospitality standards.

There’s potential here, but the refurbishment still feels unfinished and the hotel needs better quality control before it matches its ambitions. The room was compact but functional, and the staff were polite. It’s near the city center, in a convenient spot, and you can see that upgrades are underway. The elevator is still being installed, so carrying luggage up the narrow staircase is difficult. The 24-hour reception is in the building across the road.

The location made it easy to explore Lisbon, and the room was spotless, modern, and comfortable, a lovely place to rest after a day out. Best of all, the reception staff were warm, attentive, and ready to help from the moment we arrived. We felt genuinely cared for. Thanks for making our Lisbon stay so special. We’d definitely come back and would absolutely recommend it.

A basic budget hotel with some good points: the staff were nice, the rooms were clean and serviceable, there was air conditioning, and it’s close to the metro. But the rooms are cramped, the bathroom smells damp, the safe didn’t work, and there’s no lift. We were on the third floor. The area is really rough, with homeless people sleeping on cardboard and on the hotel steps. I’d never go back.