Upon Lisbon Prime Residences

"Very disappointed hotel. The condition of the room is very bad. The hotel charged me for my 2kg emotional support dog and took €200 deposit for damages. Disgraceful"

"Positive: Good rooms, perfect location as a base, close to the metro from which you can easily reach the whole city, super friendly staff at the desk. Top breakfast spot on the corner Negative: pool bar closed every day during our 4-day stay. The pool was accessible 1 lift made noises that made you feel like you were in the Tower of Terror"

"This was my second stay at Upon Lisbon Prime Residences. I first stayed here several years ago, before becoming a mother, and had a wonderful experience. Because of that, I chose the property again for a 10-day family vacation with my husband and our two young daughters. Unfortunately, our check-in experience was extremely disappointing. Our original flight was canceled, so Expedia contacted the hotel and confirmed that our reservation dates could be adjusted. When we finally arrived after a long and exhausting journey, the receptionist who checked us in was incredibly unprofessional. She did not greet or acknowledge me—I had to initiate the entire conversation myself. When I explained that my husband and two children were also staying, she immediately became difficult because the children had not been included on the reservation. I explained that they were very young and told her I was willing to purchase a crib if none was available. Instead of responding helpfully, she said, “I’ll see if I can get one,” in an unnecessarily rude and dismissive tone. We were also placed in an apartment on the side of the property that was less convenient for a family with two small children, rather than the section with easier elevator access. When I asked whether another room or my Expedia Platinum upgrade was available, she repeatedly insisted that the hotel was completely full. However, I could still see rooms available online. Expedia contacted the front desk on my behalf, but because the manager was unavailable, they spoke directly with the same receptionist, who refused to make any accommodation. What concerned me most was what happened afterward. When I returned to the front desk with a question, I watched her check in another guest with a completely different attitude. She was warm, welcoming, and explained the property and its amenities. We received none of that information. I had to return later just to ask where breakfast was served and where to park. The difference in treatment was so noticeable that it left me feeling discriminated against. No paying guest should be made to feel unwelcome, especially after spending a significant amount of money on a 10-day summer stay. Thankfully, the rest of our experience was much better. My daughters loved the pool, the café burgers were delicious, and nearly every other employee we encountered was kind and helpful. One male receptionist in particular consistently went above and beyond for us. Unfortunately, I did not get his name, but I know he is Cape Verdean. Management, if you are reading this, please recognize him—he is exactly the type of person who should represent your front desk. His service, professionalism, and kindness made a genuine difference during our stay. Although we did not receive the apartment we wanted, we made it work and ultimately enjoyed our family vacation. However, the initial check-in experience left a lasting negative impression. Considering the cost of our stay, my previous positive experience, and the length of our reservation, I expected a much higher level of professionalism and hospitality. Would I return for a third stay? Possibly—but only if I know I would not have to deal with that same receptionist again. Management should take this complaint seriously because her behavior does not reflect the otherwise helpful and welcoming staff at Upon Lisbon Prime Residences."