Lisbon Five Stars Alcântara Lofts

I’ve rented these apartments on several occasions and plan to come back. They’re simple but modern and well thought out, with everything needed for a short stay, including a washing machine. A few things could use a little freshening up to make them perfect.

The apartments were pretty good overall, though the bathroom was a bit small. The walls need maintenance, with lots of scratches and peeling paint from normal use, and it seems they haven’t been looked after in a while. Customer service was awful. Check-in instructions weren’t clear, and nobody told us in advance that reception was in a different building. When staff answered the phone, they were in a terrible mood, as if helping us get what we’d paid for was a burden. The cleaning ladies seemed in a bad mood too, both in the hallways and when they came to the room.

I arrived around 11:30 pm, exhausted from a long trip, and found the room I’d booked unclean. The bed wasn’t made, there was trash on the floor, and used towels had been left around. I called the SOS line at 11:56 pm and got a call back at 12:18 am. They offered only to move me to another hotel in downtown Lisbon, and I didn’t get to bed until around 1 am. The other hotel had a better room type, but I’d chosen this one for its location near Cascais and its pool, neither of which I could enjoy after the move. I also had extra parking and fuel costs. They said they’d give me an “upgrade” and breakfast, but I hadn’t asked for an upgrade and the breakfast never arrived. Given the lost time and the failure to provide what I’d booked, I asked for at least a one-night refund. They refused, and argued with me while making excuses. A very negative experience. I don’t recommend this hotel.

Getting in and checking out were both very easy. The room was perfect, with a really comfortable bed and even a small kitchen. The shower was tiny but worked fine.