Before I start my complaint, I will start with the positives. Nice shower and a free bottle of water in the room. There are not many more positives about this hotel. Its very far from the city. Metro needed, and this involves a lot of walking to and from and changing lines. We booked this hotel because it had a Spa. We were not informed beforehand that the spa was closed. We realised this when we got to check in. We made our disappointment known once via email and tried to contact the manager. He was not available so we asked to be contacted by him twice. This did not happen. In Ireland, if this happened, we would be offered a complimentary drink at the least. We didn't even get an apology and as this was the only reason we chose the hotel, feel very undervalued as customers who spent a lot of money on a 3 night stay. The staff were not helpful or friendly and we wouldn't stay again. Nothing special about VIP Grand Lisboa and very disappointed customers. Stay in the city, its much better. And it's too late now for an apology.