Smy Lisboa

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.

A fantastic set of staff very helpful