Madalena by The Beautique Hotels

"We really wanted to love this hotel as we liked the quirky decor and the room, but the service was so very disappointing and certainly not what I would expect from a 4 star hotel. I have never had to complain to a hotel before but ended up emailing the manager Filipa a formal complaint during the stay as my request to speak to her was never fulfilled and l've still not had a reply. After reporting the issues to Hotels.com on our return who we used for the booking Filipa falsely told them she had replied to our complaint. We have had no communication from her at all. Hotels.com however have been very helpful and understanding. The hotel accepted the issues we had and assumed offering a taxi to the airport at the end of our stay would compensate for totally inadequate service rather than rectifying the issues at the time. I had to search 4 floors of the hotel one day to find a housekeeper just to get the shower gel refilled, and other basic standard room amenities listed on the website were missing such as an iron and water. We made multiple requests to reception, each time being told they would be dealt with but days later nothing had happened. We gave the staff so many opportunities to rectify the problems during our stay as we just wanted it to be enjoyable not stressful. They have three forms of communication, by WhatsApp, phone from the room and obviously physically going to reception. We tried them all almost daily but nothing seemed to work. It ruined what should have been a nice stay"

"Excellent location in city center but on the side quiet street , very accessible strategically located between baixa and Alfama and castelo de Sao Jorge. windows sound proof didnt hear much the outside. service impeccable , friendly and attentive staff and a welcoming classy intimate and relaxing touch. our room was cozy and immaculately clean and a safe to store valuables.a true value for the money .great breakfast. I recommend anyone staying in Lisbon center this hotel best kept secret."

"Very far from a "Luxury Boutique" experience We paid €214 for one night, breakfast included, at the Madalena Luxury Boutique Hotel. At this price point and given the positioning claimed by the establishment, the room we were assigned was a real disappointment. The room was extremely small and narrow, to the point of becoming difficult to navigate with the baby crib installed. But the unpleasant surprise was mainly behind the large curtains that take up practically an entire side of the room. Upon opening them, we discovered that the windows looked directly out onto technical areas/backyards, with pipes, structures, and technical installations. Needless to say, the curtains remained closed. Even more problematic: the level of maintenance and cleanliness. The carpet had several very visible stains and the bathroom ceiling had significant signs of dampness and areas that looked like mold. Some equipment and decorative elements are certainly pretty and the bathroom design is successful. But that is not enough to transform such a cramped and poorly maintained room into a "luxury" experience. I am posting the photos taken during our stay, because they allow everyone to form their own opinion about the room we were assigned and the value for money. At €214 a night, we were expecting something completely different. Alternative title, even more effective "€214 a night: look at what is hiding behind the curtains""