6/10 Okay
John
14 Oct 2025
Liked: Cleanliness, room comfort
The hotel location was excellent. The rooms were clean & comfortable, and the staff was courteous. And the breakfast that was included was very nice and had a wide number of options.
Our disappointment arises because the photos & description of the room reserved did not match what we were given upon arrival. We reserved a Deluxe Double Room (Castle/River View). The photos of such rooms appearing on the Hotels.com site all show bright rooms with large windows and/balconies. Our room (#407) was dark and had only a very small window (~1.5 ft X 2.5 ft) crammed into a corner, behind a desk. While itās true that one could see the castle if they shoved themself in between the wall and the desk, and craned their neck to look outside, the marketing photos do not accurately portray the room provided. When I brought our disappointment to the manager, he was courteous but explained that marketing photos cannot be relied upon and no other rooms were available. He also stated their affiliation was with Expedia, not a hotels.com, so he was unable to explain any inaccuracies that maybe be present. Additionally, no hairdryer was provided despite being described as an amenity on Hotels.com when our reservation was made.
We are frequent users of Hotels.com and have relied heavily on the site for our vacations over the last many years. Weāve never run into such an issue before. While we very much enjoyed our recent visit to Lisbon, this experience was quite disappointing.
John
Stayed 2 nights in Oct 2025