Smy Lisboa

Recent Reviews: 321

• User:Patricia S

  Trip type: Couples

  Sewage smell

  Invalid Date

  This place was booked for us as the first stop of a coach tour with Globus Tours. I am writing this review after the first night of three that we are booked at this hotel. The room had feather bedding and feather pillows. I am allergic to feathers and the polite and friendly staff was able to provide a blanket and some pillows without feathers, and it was much appreciated. The room has the smell of sewage (mentioned in other reviews on this site). When I asked to be moved to a room without the sewage smell, I was told that there were no other rooms available for us, and that the only solution was to mask the smell with air freshener. 3 nearly sleepless nights in a hotel room because the room smells like sewage is not a good way to start a 2 week tour, and it's certainly no way for SMY Hotels nor Globus Tours to impress a customer. The friendliness of the staff does not make up for the awful smell of our room. I would recommend that SMY Hotel Lisboa fix this issue permanently or not sell the rooms that smell like sewage. I would recommend to Globus Tours not to use this hotel in the future, as this first impression of our first tour with Globus will be reflected in my comments about our experience at the end of the tour. Front Office Manager Smy Lisboa, Other at Smy Lisboa, responded to this review Dear Madam,Thank you in advance for sharing your feedback with us after your recent stay.We would like to begin by highlighting and thanking you for your kind words regarding the friendliness and helpfulness of our staff. We are very pleased to know that our staff were able, within their capabilities, to provide assistance and contribute positively to your experience, particularly by accommodating your specific need regarding bedding.However, we deeply regret the state of our facilities, in particular the unpleasant odor mentioned in the assigned room. We understand the significant impact this situation had on your rest and the start of your journey, and we acknowledge that this experience fell short of the standards we aim to offer.We sincerely appreciate your constructive criticism, which is fundamental for identifying areas for improvement. This type of feedback will be shared with the responsible teams in order to ensure a thorough analysis and the implementation of corrective measures to prevent similar situations from recurring in the future.We sincerely apologize for the inconvenience caused and hope to have the opportunity to provide you with an experience that fully meets your expectations in the future. With best regards,Smy Lisboa Team

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• User:Amanda L

  Trip type: Couples

  Unacceptable room conditions and poor handling of serious issues

  Invalid Date

  We stayed at Smy Lisboa from April 3rd to April 5th, and unfortunately the experience fell well below acceptable standards.Upon arrival, we were assigned a room that was excessively hot, reaching temperatures of 27°C and above. The room we booked clearly stated that it included air conditioning, however there was no effective cooling or ventilation. The temperature inside felt comparable to a sauna, which was also confirmed by a staff member who entered the room.We reported the issue immediately on the evening of our arrival. Despite this, no suitable solution was provided that night, and we were required to remain in those conditions. A small fan was offered, which was not an appropriate solution. We were only moved to a different room the following day, after already spending the night in an environment that made it very difficult to rest.During this process, a staff member acknowledged the severity of the situation and informed us that management had been notified and would discuss compensation with us. However, when we later spoke directly with the manager, we were told that no compensation would be provided, which was both confusing and disappointing.We were also initially told that no alternative rooms were available. After checking availability ourselves, we identified another room, and only then were given inconsistent information about whether it could be provided.When we were eventually moved, the replacement room presented a second serious issue. It had a strong and persistent sewage odor, which was overwhelming and made me feel physically unwell. In addition, there was visible mold in the shower, which raised further concerns about hygiene. This was not a minor inconvenience, but a continuous and very unpleasant environment to be in.Throughout the stay, there was a clear lack of proactive handling. We were left overnight in an uninhabitable room despite reporting the issue immediately, given unclear information about availability, and no meaningful follow-up or resolution was offered by management.As a result, neither of the rooms provided met basic expectations for comfort or hygiene. This significantly impacted our ability to rest and enjoy our stay, which was particularly disappointing as this trip was for a special occasion.Unfortunately, this experience did not meet a basic standard of hospitality. Front Office Manager Smy Lisboa, Other at Smy Lisboa, responded to this review Dear Sir/Madam,First of all, we thank you for taking the time to share your feedback with us regarding your stay between April 3rd and 5th at Smy Lisboa.We sincerely regret that your experience did not meet the standards of comfort and quality that we strive to offer our guests. We apologize for the inconvenience caused, namely the inadequate temperature conditions in the initially assigned room, the delay in resolving the situation, and the solution offered, which was clearly insufficient to guarantee your comfort during the first night.We also regret the lack of clarity in communication from our team regarding room availability and compensation, as well as the fact that the replacement room did not meet the expected conditions, particularly regarding the odor and cleanliness of the bathroom. These situations are far from our standards and will be reviewed internally to prevent recurrence.Your experience does not reflect the level of service we aim to provide, especially on a special occasion such as the one you describe. Your comment has been shared with management and the teams involved for immediate review of procedures.As a way to demonstrate our commitment to regaining your trust, we would like to offer you a 20% discount on your next stay with us. We sincerely hope to welcome you back and provide a much more positive experience.Once again, we apologize for what happened and thank you for your feedback, which we consider fundamental to the continuous improvement of our services.Best regards,Smy Lisboa Team

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• User:Topsy1871

  Trip type: Couples

  A fantastic set of staff happy helpful and very well organised and always willing to help

  Invalid Date

  A fantastic set of staff very helpful Front Office Manager Smy Lisboa, Other at Smy Lisboa, responded to this review Dear Guest,We always appreciate hearing that our guests went home with great holiday memories, and we are grateful for the time and effort you took to share your personal experience at our Smy Lisboa hotel with us and Tripadvisor readers.Hope to welcome you back very soon.Best regards,Smy Lisboa Team

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• User:padrom66

  Trip type: Couples

  Pleasant experience

  Invalid Date

  My husband and I stayed at Smy Lisboa hotel in Lisbon from the 2nd to the 7th of March for six nights, and overall we had a very pleasant experience.On the day we arrived, we got to the hotel a few hours earlier than the official check-in time. We only intended to leave our luggage and return later. However, the very kind lady at reception, Leonilda, went out of her way to help us by checking us in early and giving us the room key, which we really appreciated.Unfortunately, when we first entered the room, there was a very strong sewage smell. We left our luggage and returned to reception to explain the issue, and I mentioned that I would not be able to stay in that room. Leonilda was extremely helpful and reassuring.We needed to go out for lunch, she gave us a map, recommended nearby shopping areas and restaurants, and assured us that the problem would be resolved while we were out.When we came back about two hours later, our belongings had already been moved to another room. From that point on, everything during our stay was excellent. The hotel was very clean, located in a nice area of the town, and all the staff were friendly and helpful.Leonilda was extremely helpful in directing us wherever we needed to go. She assisted us with understanding the bus, tram, and metro tickets, explaining which lines to take and how to get around the city. She clearly has excellent knowledge of Lisbon’s transport network, which made it much easier for us to navigate the city.We would especially like to thank you Rui, who kindly took us to the city centre on the hotel shuttle bus a couple of days later. The route he used also helped us realise that it is actually very easy to walk from the hotel to the city centre.Throughout our stay, nothing was too much trouble for the staff. Every question and request was answered quickly and with genuine friendliness.The only criticism ( not hotel 's fault) I would mention is the hotel appears to be on or close to the flight path to the airport, so planes pass overhead quite frequently ( every 2-5 minutes), both during the day and at night. As I am a very light sleeper, this made sleeping a bit difficult for me. Of course, this is not the hotel’s fault, just a consequence of its geographical location.Because of this, I personally might choose somewhere quieter next time. However, for anyone who is not sensitive to noise, this hotel is a very clean, welcoming place with genuinely helpful staff.Thank you again to Leonilda and Rui, and the whole team for making our stay so pleasant. Front Office Manager Smy Lisboa, Other at Smy Lisboa, responded to this review Dear Guest,Thank you very much for sharing this great review of your recent stay at Smy Lisboa. We are thrilled that you have enjoyed your stay and certainly agree that our dedicated staff plays a key role to our guests' overall experience. The entire team works very hard to ensure that we deliver a high standard of service and a warm, memorable experience. Again we thank you for this wonderful review, it has been a pleasure for us to read and we look forward to serving you again soon.Best regards,Smy Lisboa Team

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• User:Sally Jane K

  Trip type: Family

  Good food, nice staff.

  Invalid Date

  The room was comfortable, though very few amenities. The hot water in the shower suddenly turned to boiling every 30 seconds. On the up side, the TV allowed for casting from my phone, and the hotel restaurant was great. The staff was very helpful and friendly. Front Office Manager Smy Lisboa, Other at Smy Lisboa, responded to this review Dear Sally,Thank you very much for leaving these wonderful comments on Tripadvisor, we are delighted that you enjoyed your stay among us. We hope to see you soon, so we can welcome you with our best smiles and make you feel at home.Best regards,Smy Lisboa Team

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