G2724ERmichelleh
September 6, 2024
Horrible customer service ! We had an unfortunate experience due to the airline cancellations (twice), we were unable to make it to Lisbon for our stay. Despite this being completely out of our control, the hotel management showed no understanding or flexibility. They refused to credit us and/or even allow us to modify the dates. They charged us for the entire stay, without any consideration for the circumstances. As if our two days in an airport wasn’t bad enough… for a 5 star hotel, you would think they would have better customer service. This hotel management doesn’t care, they have no sympathy if the airline cancels your flight or for any reason. Beware ! They will take every penny from you. Very disappointing and unkind! Expected more from a 5-star hotel. Choose another hotel for your Lisbon stay !