Posted Nov 18, 2016
This hotel is centrally located in Lisbon's older, historic neighborhoods. The rooms are very comfortable and well-appointed. The best thing about the hotel, was the service. We received a phone call two days before our arrival, letting us know that the staff had inadvertently overbooked for one of the nights of our planned stay. Not only did the manager acknowledge their mistake, but they made arrangements for us to stay at a sister hotel for one night, paying for taxi transfers there and back. The sister hotel was an amazing 5-star resort (Altis Belem Hotel & Spa), overlooking the Tagus River. We stayed in a beautiful room, and because our stay at the Altis Avenida had been pre-paid, we were not asked to pay anything additional. We felt like we had received very special care, despite what could have been an inconvenience.
Comment from Hotel Management
Nov 20, 2016 by Conceição, Hotel Management
Thank you so much for your kind review and preference to Altis Avenida Hotel.
How great to know you enjoyed your both stays at Altis Avenida Hotel and Altis Belém Hotel.
We are so pleased to know we were able to assist and inform you properly during your stay at Lisbon. We already passed your kind comment to Mrs. Maria Mendes, our Front Office Manager and she is so glad to know that.
As you say Madame, hotel's overbookings are common nowadays although the main goal of the hotel is to achieve and exceed the Guests expectations without the inconveniences may be caused by the overbooking situation.
If you travel again to Portugal and Lisbon, we will be so pleased to welcome back at Altis Avenida Hotel.
Guest Experience Manager