Eurostars das Letras

"The title of this review is "disaster averted" because Rafael stayed calm and professional in the face of an onslaught of customer demands. Rafael was working at the front desk when I arrived the 22nd of June. There were five couples checking in ahead of us, and, in the meantime another guest came down to advise him of a clogged sink (things happen). He was the only person at the front desk. Then, when he checked us in, we discovered that our room was cleaned but for people who were already staying there. As a result, the towels were not clean, nor the sheets, and there was still garbage in the trash cans. Ok. Things happen and it was probably a simple miscommunication with the staff. However, when we came down to advise him, he took care of it right away. This was, while in the meantime he sent the engineer up to fix the sink problem –– I just happened to be there when the engineer came. By the time we came back from dinner the room was perfect, and Rafael even accompanied us up to the room just to assure us that this was the case. He was a perfect gentleman and remained calm (and apologetic) the entire time. My experience with customer service is that more times than not it is not perfect service from the beginning but how problems are handled and resolved that matters. Rafael was a great representative of the hotel that day. He remained calm and professional in the face of some minor/major problems. Great job Rafael."

"We spent 5 nights at this hotel in January. It’s well located for exploring the city. You can’t avoid walking up and down steep hills, so can’t hold that against them! The room was very clean and spacious, plenty of room for two people and luggage. The bed was absolutely huge! Our room faced the road, which was a little noisy due to building works, but the whole city generally seemed quite quiet as it was January, so we were generally undisturbed. The worst noise was from the room next door during housekeeping. It wasn’t an unreasonable time (approx 9/9:30am) but we were relaxing in the room, slowly getting ready and they were really loud! Only happened once, and staff were all friendly and helpful. Only other thing was that the design of the rooms means that you can’t go to the bathroom in the night without waking anyone else in the room up as the door/ wall is frosted glass so let’s all the light through. The blackout curtains work well though. Overall, a comfortable stay"

"This room was beautiful, with a quiet neighborhood and easily able to sleep. Location it is an eay walk to Avenida do Liberdade, shopping, restaurants and metro. Do realize though much of Lisbon is steep hills, this hotel location is not exception, so the walk back will be uphill. One night we opted to eat at the hotel after coing back form a full day tour. Although we never saw anyone eating in the restaurant area, I highly recommend it. The man who was bartending that night and took our order was outstanding. To be honest it was one of the best meals , if not the best we had while in Lisbon. Breakfast is on the bottom level of the hotel, and is truely a variety. We did not learn until the last morning that one can order an omelet. My one comment is the music is too loud for the breakfast room, with the coffe maker, clanking of coffee cups and voices, the music really could be turnied down. The one complaint was out checkout (Nov 30), we had to be at the airport and the taxi was waiting. The woman at the front desk was on the phone, as opposed to acknowleding me with a one moment, or a nod, she would not even look at me, and continued her very long conversation . She went to the back office, I thought to get a person who was back there to assist us, but no, her conversation was in the neighboorhood of 15 or minutes. Additonally the counter was filled with liquid that I did not see, so when I placed my arm on it, I was soaked from my jacket through. When she did get off the phone as opposed to acknowledging me, she began another conversation with another employee who just walked up to the desk. Up until that point I felt as if this were a very upscale hotel, this woman brought it down several notches. We did not have a car, used taxi, tour companies and our feet to get around."