I am deeply dissatisfied with the online booking service offered by Zenhotels. I made a reservation for what I thought would be a private room with 2 pets allowed and made a payment of 97 euros, which according to the booking confirmation received, was the total amount for the reservation. I was supposed to only pay 6 euros for the tourist tax and 10 euros per pet for the entire stay. Upon arrival at the hotel (WOT Lisbon Nomad), I was informed that the reservation I had made did not correspond to a private room and that in order to get one, I would have to pay an additional 234.51 euros on top of the already paid 97 euros (this would be for the upgrade to a private room + 10 euros per day per pet). Obviously, this news at the time of check-in and with such a price difference (more than three times the original value) makes it almost impossible for the customer to seek an alternative. Furthermore, I tried to explain to the hotel that the website was not very clear about private or shared rooms, as the room description did not indicate that it was shared. Additionally, it did not mention that the payment for the pets was per day rather than for the entire stay. The person responded that if the website did not have complete information, it was not the hotel's problem. I countered that if they were selling their services through third parties, they are just as responsible as the website promoting them to ensure that the information is accurate; otherwise, they are complicit in a scheme to deceive customers. Finally, I decided not to proceed with the proposal because I found it disrespectful, an excessive charge compared to the original offer, and unprofessional. Therefore, I feel that I was cheated out of the 97 euros that I paid and that I could not use the offered service.
Arrival and Check in 3/5 On arrival we were not really helped with our luggage. The lady didn’t recognise our diamond status. After I reminded her that I would like the free breakfast. When we asked reception for advice on restaurants shopping etc they not been very helpful to be honest Rooms 5/5 The room are spacious very clean with a wonderful balcony. The sleep quality was exceptional. The only thing was the shower temperature did not remain steady throughout your shower. The housekeeping is good. It is great at last a hotel with USB B & C plugs by the bed. Thank you!! Breakfast 5/5 On arrival the first morning at breakfast it was clear reception had messed up with advising the restaurant breakfast was included. To the rescue came Vanessa. We left it with her she resolved the issue. No drama No fuss. The breakfast is fantastic. I have to say the breakfast team are a credit to this hotel. They helped us also with our questions on the local area where to get best pasteles etc. Dinner and Bar 5/5 The superb team at breakfast continues into night. The bar team of both Pedros made us fantastic express mi martinis. The whole team is super friendly. The buffet was adequate. When they run out of tonic water and Grey Goose the F&B Manager I think called Diego changed a negative situation into a positive one. For me is a Sign of great customer experience. A little treat awaited us on return to room. This nice touches show the staff listen to the clients. Spa and Pool 5/5 We only used the Internal Pool. The lane dividiers in the pool were dirty. They are not needed and should be removed. The cleanliness around pool was top notch Overall this is the best Crowne plaza I have ever stayed in. The staff at the restaurant are level I would expect at intercontinental. I would definetly come back. Bit more of customer service training and this hotel would be exceptional.