SANA Reno Hotel

I recently had the unfortunate opportunity to stay at this hotel in Lisbon, and my overall experience was nothing short of disappointing. It pains me to say this, but I have to address the exorbitant prices that seem to be plaguing hotels in the city. The prices simply don't make sense, and it's high time that these establishments take a long, hard look at their pricing strategies. It's disheartening to see guests paying premium rates for subpar conditions. My initial impression of the hotel was somewhat positive, thanks to the warm receptionist named Conde. However, my experience quickly took a turn for the worse. The room was shockingly dirty, as you can see in the attached photographs. I was willing to overlook this inconvenience until I tried to sleep. Despite turning off the air conditioning, cold air continued to blow into the room. I called the front desk multiple times for assistance, and I was told they were shutting down the central system, but the air persisted. Surprisingly, they didn't even consider moving me to a different room, a simple solution. On the fourth call, I was informed that a new colleague (working the midnight shift) would arrive shortly and assist me. Twenty minutes later, I still hadn't received a call, so I decided to go to the front desk in person. The older gentleman who had arrived during the shift change acknowledged the problem but completely ignored it and failed to contact me as promised. I explained the situation for the fifth time, and he only responded with "that's very strange." I asked him to clarify, as it seemed he was insinuating that I was lying. I just wanted a peaceful night's sleep without cold air blowing from the AC in our tiny room. At that point, he asked if he could see it for himself. I found this request indecent since my boyfriend was already in bed in his pajamas, and it felt like an invasion of our privacy. Nevertheless, I allowed him to check, but he had no solution to offer. I took the opportunity to show him the dirtiness of the room and bathroom, hoping for an apology or a room change, which should have been the bare minimum response. However, he always had a ready excuse and even laughed at our complaints, making it seem like we were exaggerating. I have never been treated so poorly by a hotel receptionist in my life. The following morning, we encountered a younger woman receptionist who was much more understanding. She managed to change our room and called attention to the cleanliness issue by contacting the cleaning supervisor. Nonetheless, I cannot recommend this hotel to anyone due to its unjustifiably high prices, the lack of professionalism from the night shift receptionist, and the discomfort we experienced throughout the night. It's clear that improvements are urgently needed in this establishment to match the prices they charge. As a final note, I would like to emphasize some additional points that should not be forgotten. In addition to the issues I previously mentioned, there were even hairs in the bathtub, indicating that even basic cleaning standards were not met ( as you came see in the pics) Furthermore, on the second day of my stay, I ordered a tuna wrap, which was disappointingly meager - it was essentially just plain pasta with almost no ingredients. I paid nearly four euros for a small bottle of water, only to discover that it was the last one they had available. Yes, surprisingly, the hotel ran out of water to sell, leaving me no choice but to venture outside the hotel to purchase water from local kebab shops because they had supposedly run out of stock. In conclusion, having stayed in Lisbon on numerous occasions, I can confidently say that this was by far the worst experience I've had. This hotel's issues extend beyond its exorbitant prices and the unprofessional behavior of the night shift receptionist, encompassing cleanliness, food quality, and basic amenities, such as readily available water, which were all severely lacking. It's my hope that future guests are spared from such an ordeal.