I hate writing negative reviews, but in this case, I feel compelled to do so after numerous unsuccessful attempts to resolve this directly with the hotel.
I originally booked my stay at Torel Palace Lisbon through Expedia, but when I arrived, the hotel claimed they had no record of my reservation. With no support from the staff, I was forced to book againโthis time directly with the hotel had a much higher rate than Expediaโand chose a refundable rate.
Unfortunately, the experience only got worse. When I checked in, the elevator was broken, which was never mentioned in advance. My wife just had surgery on her back so walk in the stairs is difficult My room was noticeably smaller than described, and certainly did not reflect the photos on the website. The staff showed little concern for the issues I raised.
I chose to check out a day early due to the poor conditions, but despite booking a refundable rate directly through the hotel, Torel Palace refused to refund the second night. I followed up multiple times, but they offered no flexibility or resolution.
I travel monthly to Europe and have stayed at many hotelsโthis was by far the worst experience out of my 12 trips this past year. Between the lack of accountability, misleading room descriptions, and unresponsive service, I cannot recommend
