My Story Hotel Ouro

The staff were incredibly kind and helpful, and when we were celebrating a birthday they surprised us with champagne and a sweet treat in our room. It was such a thoughtful gesture, and one we won’t forget. The hotel is right in the heart of the city, with the main attractions just steps away. Wonderful choice, highly recommend! 💛

I stayed here in February 2026. It’s a block from the water in a touristy area, but as a solo traveller I felt safe, and it was handy for public transport and the metro. The hotel was clean and the staff were accommodating. After I left, they even messaged me because I’d forgotten to pack my pyjamas. I’d stay again.

I booked one night for next month and decided to cancel before completing the stay. I emailed the hotel and had to send the cancellation request three times before getting a response. They use several email addresses and WhatsApp, which I found concerning. I said I’d tell people I know about the experience if they kept ignoring my request. When I asked for my payment back, they cited a cancellation policy that I believe was made up. I couldn’t find it on the website, and it wasn’t shown when I booked. The site said I could cancel free before a certain date, depending on the stay dates. They require payment upfront, and in my experience they made excuses instead of refunding me. I’ve disputed the charge with my bank because they refused to return the money. They also emailed offering airport transport for 40 Euros, though Bolt could get me there for under 15 Euros. I think people should know about this. The Google and website photos look different. Hotel Ouro appears to be an old apartment building, not the hotel building shown on Google, which could be a stock photo. I’d check Google Earth. It may be cheap compared with some hotels, but Lisbon has reasonably priced places near the city centre that seem much better. Other negative reviews mention small or poor-condition rooms, a guest finding someone asleep in their room on arrival, and the restaurant not matching its website portrayal. They also emailed about the restaurant after booking. It feels like they’re trying to keep your money circulating at their business. International travellers should research this carefully. I consider this a scam and would tell people not to book here.

A strike in Portugal caused my flight to be canceled, so I had to cancel my stay at Hotel Ouro for a fee. I contacted the hotel, and they kindly waived that charge. I really appreciated their customer-friendly response. Thank you, and I hope I get another chance to stay there in the future!