Upon Lisbon Prime Residences

"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."

"Upon Prime Residence, Lisbon The staff were warm and approachable, and breakfast was a pleasant enough start to the day — so credit where it’s due. Unfortunately, several recurring issues made it difficult to fully enjoy the stay. The most frustrating was the air conditioning. Every day it was switched off — not by me — and could not be controlled from the room. In Lisbon’s heat, this meant a daily trip to reception to request something that should simply be a given. For a self-described residence-style property, removing guest autonomy over basic room temperature is a significant oversight. Sound insulation was genuinely poor for a 4-star hotel. Neighbouring guests’ conversations, television, and alarm clocks were all clearly audible — not occasionally, but consistently. Rest was affected. The shower compounded things further — square knobs that prioritise aesthetics over usability, making temperature and pressure adjustment unnecessarily fiddly, with a long wait for warm water. On the amenities side: no slippers, no conditioner, no iron. Small things individually, but collectively they fall short of what a 4-star guest reasonably expects. The location and staff goodwill are genuine positives. But comfort, noise control, and room functionality are the whole point of a hotel stay — and on those, Upon Prime fell short."

"When we first arrived, the young lady who checked us in was very good pleasant and helpful. We had a 1 bedroom with a view of Benfica Stadium which I would be the highlight of our stay. From the reviews, I thought this was going to be one of those gems given the ratings and the price. Instead, we found it to be a very average accommodation that seemed to do the absolute minimum for its guests. PROS -The balcony view of the stadium was nice -Apartment was spacious -Low price given the size of the apt -2 TVs with a decent selection of channels -Residential area with little traffic and noise CONS -Almost nothing included that you would need in the kitchen. No paper towels, no basic condiments, or trash bag. Only a sponge and dish soap. -WiFi was unusable in our room -Poorly soundproofed, we could hear everyone in adjacent rooms talking, walking and moving furniture. -Room service food came uncovered and cold and the person who delivered it had an attitude. -We were never acknowledged by desk attendants while coming and going. I honestly don’t know how this place is rated at 4* property given the lack of attention to what is provided to guests in their rooms and the inattentiveness by the staff. That said, I think with a few basic improvements in the service, this could be a solid property."