Turim Europa Hotel

"An absolutely inadmissible experience, which reveals a huge lack of organization, professionalism, and consideration for customers. I made a reservation by phone for 2 rooms, 4 adults, and 2 children aged 5 and 6, with parking included. During the call, I was expressly indicated by the employee Mr. RUI VEIGA that the payment would be made directly at the hotel. To my complete astonishment and indignation, on the morning of the check-in day itself, I received a call to inform me that our reservation had been CANCELLED! The initial justification was the lack of advance payment, directly contradicting the information that had been transmitted to me at the time of booking. The employee who contacted me showed availability and tried to find a solution, something I recognize. However, I was informed that there were no rooms available at the hotel, nor alternatives in the other units in the chain, except for a 5-star hotel, with a price considerably higher than the original reservation. It was precisely at that moment that a second justification arose: after all, the cancellation would have been caused by a failure in the computer system! After all, what was the real reason for the cancellation? Payment failure or IT error? Regardless of the origin of the problem, it is unacceptable that the consequences of an internal failure are borne by the customers. The worst thing is that we were already traveling, with two children of only 5 and 6 years old, when we were confronted with this situation! We were without accommodation and without any adequate solution, in a situation that caused us enormous trouble, worry, and indignation. It is absolutely unacceptable for a hotel unit to cancel a reservation on the same day, when it no longer has rooms to accommodate the guests, and present as the only alternative a higher-category hotel, requiring a significantly higher price. If the error was the hotel's or your computer system's, why should we bear the costs and consequences? We are not talking about a simple inconvenience, but about a family that planned their trip, trusted the information provided, and ended up without accommodation on the day of arrival! What indignates me most is not just the cancellation, but the way the whole situation was managed: contradictory justifications, non-existent available rooms, absence of an equivalent alternative, and a family with two small children left without a solution in the middle of a trip. A reservation should represent security, trust, and tranquility. In this case, it represented exactly the opposite. I DO NOT RECOMMEND THIS HOTEL! I hope the management takes responsibility for what happened and provides a concrete explanation for this deeply regrettable situation. Mistakes can happen, but the true quality of an establishment is demonstrated in how they take them and resolve them. In this case, the answer was far below the minimum acceptable!"

"Turim Liberdade Lisbon was at best a 3 star hotel. Very tired, dark & dingy and primitive. Presumably their room rate reflected the street location which had high value shops, however this hotel was very “tired”. The coffee machine was for both coffee & tea! How is that suppose to work when the same spout serves both drinks? No spoons in sight 🤷‍♀️. Very old towels & a sink that always spills over on to the very small counter so it’s always wet. But the “piece de resistance” was the terrible wifi which the room was advertised as having. Not! totally terrible WIFI which caused no end of frustration especially for my work & rebooking our flights. Reception said they’d had no complaints yet when i went through previous reviews the complaints of others are there. It was advised in our room rate as having Wifi! But reception suggested to use the lobby wifi !! That’s what I had to do in the end although I was very unhappy especially when it was overrun with loud guests making my work & calls very difficult. No privacy & totally unacceptable. We will never book with Turim Hotels again."

"A very comfortable bed, clean sheets in the hotel and all the amenities you might need for a pleasant stay. There are great options for breakfast (cereals, milk, different types of yoghurt, salami, eggs cooked and scrambled, many types of cheese and butter, pancakes, jam, hazel spread, great selection of buns and sliced bread...) including fruit and some salad, juice, delicious coffee and on most days, with a famous Portuguese dessert - pastels de nata for breakfast too. Every morning there was a selection of cakes too. Complimentary bottle of water, coffee and tea every day in the room. A selection of fresh fruit and some chocolates upon arrival. A peaceful area of the city, without noise in the evening. But very close to some of the famous city sights and metro and bus stations. A very pleasant and kind staff, mostly young people. A young gentleman (with a beard) at the reception desk was particularly helpful, he called a taxi for me when I was leaving. It was a part of the service and they didn't charge me for that. Also, the taxi driver was reliable, showed up on time and spoke fluent English and charged the ride reasonably, under 10 euros to the airport. I would and will definitely come back to this hotel next time I'm in Lisbon."