Hf Fenix Urban Hotel

Central location. Comfortable and quiet. Special shout out to Annabel who went out of her way to help sort out booking snags

IMPRESSIVE !!! More than 3 months in advance I make a reservation, more expensive for having free cancellation, and they confirm it. Today, 15 days later, I am unilaterally annulled because yesterday I was warned that I had to pay it now or it was annulled. I don’t know what to think, have there been any new events on those dates and can they raise prices? I read the rest of the conditions and they are unaffordable for me. A string forever deleted from my options.

Stay at Hotel Fénix Urban in Lisbon from 27 to 30 March 2026 (booking via Private Travel). We had booked a Twin room (2 separate beds). On arrival we are given a double bed. I report it immediately, and I am told that it is indeed “two separate beds”. In reality, not at all: two mattresses glued with a mattress pad, so a double bed. Reservation not respected, and misleading information from the start. For 3 days: - no solution proposed - no follow-up - no support Only the second day an employee comes to explain the system, specifying that the mattress can be removed... but it will be “less comfortable”. So we discourage you from correcting the problem. Comfort side: - one down on arrival - obliged to look for a second one myself in the wardrobe without cover -after request, I am given a simple folded sheet as down For a 4-star rating, this is unacceptable. We spent 3 nights like this, no improvement. At breakfast, the person writing down the room numbers is very unkind, which reinforces the overall impression. Another point: an activity advertised as “included” is not actually included. The guide indicates depend on the payment at the end of the visit, so pressure to pay. This stay was a birthday present from my mother, so necessarily very disappointing. No excuses, no commercial gestures. I do not understand how this hotel can be rated 4 stars in view of the service offered. Avoid if you expect a minimum of seriousness.