The Independente Suites & Terrace

"I would like to share my experience and warn other customers about some customer relationship practice of this hotel, particularly anyone holding a Wonderbox gift voucher. I contacted this hotel to book two rooms for four nights, from 21 to 25 October. The hotel confirmed to me in writing that two suites were available for those dates and quoted a price of €630 per suite for four nights, on a non-refundable basis. The rooms were therefore clearly available, and the hotel was perfectly willing to accept my reservation at the standard rate. I confirmed that I wanted to book the two rooms and then explained that I had a Wonderbox voucher covering three nights (450€). I was, of course, fully prepared to pay the difference myself, and of course all additional nights and any extra services. And then, rather surprisingly, the situation changed completely. As soon as I mentioned Wonderbox, I was informed by the supervisor that the hotel “no longer accepts Wonderbox vouchers”, supposedly because the property would soon be closing for renovation the next month.... This explanation made zero sense and is particularly difficult to understand given that the hotel had just confirmed that the rooms were available for my requested dates and that i do not see the link with a closure or works at a later date than the asked booking. More importantly, hotel rooms for the same dates continue to be offered and available for booking on Booking.com (see attached pictures). So the situation appears very straightforward: rooms are available when booking at the normal rate, both according to the hotel itself and through Booking.com, but as soon as I mentioned that I wanted to use my Wonderbox voucher, the voucher was suddenly no longer accepted even tough I proposed to pay additional nights at the rate of the hotel and as the Wonderbox rates are also not much cheaper. Yet the hotel continues to be presented to Wonderbox customers as a partner property. If the hotel no longer accepts Wonderbox vouchers, why is it still listed as a Wonderbox partner? Alternatively, are Wonderbox vouchers only accepted when it suits the hotel, for example during less busy periods, despite posting availabilities, or does the hotel expects that the voucher lapse and hope that customers never use the vouchers? From a customer’s perspective, this is extremely misleading. You select a hotel because it is offered as part of your Wonderbox gift package, check availability, receive written confirmation from the hotel that rooms are available and obtain its rates, only to discover that the voucher becomes unusable once you actually say that you intend to use it. For complete transparency, I am attaching screenshots of my email exchanges with the hotel, including its written confirmation of availability and pricing, together with screenshots showing that rooms for the requested dates were still available for booking on Booking.com. Readers can therefore see the facts and chronology for themselves. I find this practice unacceptable and the whole experience has left me feeling seriously misled. I would strongly advise anyone to be extremely cautious before booking this hotel given this highly disappointing experience as the commercial practice of this hotel and its management inspires absolutely no confidence. Of course, I reported it to Wonderbox so that they better choose their partners."

"I stayed one night at The Independente Hostel & Suites in Lisbon and enjoyed it. The location is great—close to Bairro Alto and the nightlife, so it’s easy to explore the area. The views of Lisbon from outside the property are beautiful, and the bedroom had a cool layout and nice decor that made it feel inviting. Everything was clean, and since it wasn’t very busy during my stay, the rooms were only half full, which made it feel more relaxed and quiet."

"A truly great hotel, quirky but has everything you need and is in the best place in Lisbon with easy access to all areas. Bear in mind that Lisbon is extremely hilly but there is a good bus and tram service which is very reasonable fare wise. We also had a brilliant meal in their restaurant Le Decedente. Really innovative menu of Portuguese cuisine served by very helpful and welcoming staff. Breakfast is also served consisting of a buffet with all the usual elements, plus freshly cooked dishes should you want a hot breakfast. We stayed there five years ago and were only too happy to go back when we returned to the city. We were especially pleased to find that Big Mamma still worked in the breakfast room, she is such a welcoming, happy and cheerful lady, who really does set you up for a fantastic day. To cap it all she recognised us and asked where our travelling companions were! (we were 4 five years ago but on 2 this time). I would really recommend this hotel whether you are young or of a more mature age like us!!"