Hotel Luena

Recent Reviews: 258

• User:kuznetsov_vitalii

  Trip type: Family

  Small Room, Hot and Stuffy, Some Hidden Fees

  Invalid Date

  We stayed at this hotel with our dog. Our room was quite small and felt very stuffy and hot. The air conditioner ran at full power all night, but it didn’t really help.We were also surprised by a €40 deposit, which was not mentioned in the booking conditions. It was frustrating that we had to provide our email and phone number again when booking directly with the hotel—why can’t this be pulled from the booking service? We booked through Agoda, and it was quite difficult to contact the hotel directly with questions about bringing our dog.Breakfast was standard, everything you need is available. However, there was no cup for toothbrushes in the bathroom, and the hand sanitizers by the elevator were empty. Hotel Luena, Serviços ao cliente/atendimento at Hotel Luena, responded to this review Dear Mr. Vitalii Kuznetsov,Thank you very much for choosing our family hotel for your stay in Lisbon and for taking the time to share your detailed feedback with us in all channels.We truly value every comment, as it helps us improve and better understand our guests’ experiences.First of all, we are very pleased to know that you stayed with us together with your dog — we always do our best to welcome four-legged family members comfortably.We are sincerely sorry to hear that the room felt small and too warm during your stay, as a comfortable temperature is essential for a good night’s rest. We were, however, a little surprised to learn that the air conditioning did not meet your expectations, as it is individually controlled and regularly maintained. Please note that our reception team is available 24 hours a day and would have been more than happy to assist you immediately, either by checking the unit, adjusting the settings together with you, or providing guidance on how to optimize its use to ensure a more comfortable temperature.We noted that you booked our entry-level category, the Classic Twin Room, which has 18m² and is fully equipped with TV, kettle, fridge, hairdryer and comfortable beds. While this category is designed to offer practicality and comfort at an affordable rate, we regret that the size did not fully meet your expectations. For a future stay, we would be delighted to recommend one of our larger categories, such as a Deluxe Room or Deluxe Veranda Room or our Family Deluxe Room, which provide more space and added comfort.In relation to the €40 guarantee requested upon check-in, we are sorry to hear that this was a surprise. This information is mentioned in the booking conditions across all reservation channels; however, we understand that sometimes these details may not be clearly visible depending on the platform layout. The guarantee is a common hospitality practice worldwide and serves to cover any potential additional services used during the stay, such as minibar consumption, extra breakfasts, transfers or other services. It can be provided via credit card pre-authorization (the preferred option for most travellers) or in cash and it is fully returned after check-out if no extras were consumed.Concerning the request for your email address and phone number at check-in, when reservations are made through online travel agencies such as Agoda, the platforms do not always share the guest’s direct contact details with the hotel due to privacy and data protection policies. For this reason, we kindly request these details upon arrival to ensure we can communicate efficiently with our guests if needed and complete the registration process correctly.We are also sorry that contacting us through the booking platform regarding travelling with your dog was not as easy as expected. Unfortunately, some platforms limit direct messaging or delay communication, which is outside of our control. Nevertheless, we are always happy to assist as quickly as possible once we receive the inquiry.Thank you as well for your comments about breakfast — we are pleased to know you found everything necessary available. Regarding the toothbrush cup, although we do not place specific cups in the bathrooms, please note that each room is equipped with two glasses and two mugs in the bedroom area, which may of course be used for this purpose. Nevertheless, we truly appreciate your observation, as it helps us reassess how we present these amenities to ensure greater clarity and comfort for our guests. Mr. Kuznetsov, it was truly a pleasure to have you and your pet as our guests. Although some aspects did not fully meet your expectations, we sincerely hope you will consider giving us another opportunity in the future to provide you with a more comfortable and seamless experience.Warm regards,The Entire Team at Hotel Luena

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• User:Ashley B

  Trip type: Couples

  Nice hotel with very friendly staff!

  Invalid Date

  While the location isn't in the downtown area we found its close proximity to the metro meant we could go anywhere we needed to. The staff was so friendly and helpful when we asked for tips on the area. The room was clean, modern and the bed was comfortable. I would definitely recommend staying here! Hotel Luena, Serviços ao cliente/atendimento at Hotel Luena, responded to this review Dear Mrs. Ashley,Thank you so much for choosing Hotel Luena as your home in the wonderful city of Lisbon and for taking the time to share such a detailed and thoughtful review.We are thrilled to hear that you enjoyed your stay and that our team made such a positive impression. Knowing that our staff’s friendliness, helpfulness, and local tips enhanced your experience is truly rewarding, as providing attentive and personalized service is at the heart of everything we do.It is also wonderful to know that you found your room clean, modern, and comfortable. We strive to create a space where our guests can relax and feel completely at ease after a day of exploring the city.While our hotel is not in the heart of downtown, we are delighted that our proximity to the metro allowed you to reach any area of Lisbon easily. We are proud to offer a location that combines calm and convenience, giving our guests the best of both worlds.Your recommendation means so much to us, and it would be a real pleasure to welcome you back to Hotel Luena for another memorable and enjoyable stay in Lisbon. We look forward to providing you with more warm hospitality and comfort on your next visit!With our warmest regards,Hotel Luena Team

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• User:Celine N

  Trip type: Solo travel

  Great stay at the Luena Hotel in Lisbon

  Invalid Date

  I appreciate the kindness of the staff, always smiling, caring and helpful The location near subway stations to the main attractions, train stations and airportThe welcome corner with beverages and pastries all day longThe comfortable rooms, the foreign channels on TV, complementary water and coffee and tea bagsExcellent breakfast with a variety of tasty dishes, breads, juices, yogurts.. hot drinks.. Hotel Luena, Serviços ao cliente/atendimento at Hotel Luena, responded to this review Dear Mrs. Celinen,Thank you so much for taking the time to share your experience and for choosing Hotel Luena as your home in the heart of the wonderful city of Lisbon!We are absolutely delighted to hear that you had a great stay and that our team’s kindness, care, and always-smiling attitude made a positive impression. Your recognition means a lot to us, as providing a warm and welcoming experience is at the heart of what we do.It’s wonderful that our convenient location near metro stations helped you easily access Lisbon’s main attractions, train stations, and the airport. We’re also pleased that you enjoyed our welcome corner with beverages and pastries throughout the day, as well as the comfort and amenities of your room — from foreign TV channels to complimentary water, coffee, and tea.We’re thrilled that the breakfast met your expectations with a tasty variety of dishes, breads, juices, yogurts, and hot drinks. Your kind words truly motivate our team to continue providing excellent service.It was a pleasure having you with us, and we hope to welcome you back soon for another memorable stay in Lisbon!Warm regards,The Hotel Luena Team

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• User:Me T

  Trip type: Couples

  One of the best rooms

  Invalid Date

  We really liked this place. It was friendly, intimate, like we were staying with friends. The cleanest place we stayed. Damian was especially helpful and was happy to provide recommendations. Loved having him there. Liked the soda and snack selection in the lobby. Location was excellent. The room itself is tiny but the bed was large. Would definitely stay there again and recommend. Hotel Luena, Serviços ao cliente/atendimento at Hotel Luena, responded to this review Dear Mr. Nomad,Thank you so much for choosing our family hotel as your home in the wonderful city of Lisbon and for taking the time to share such a thoughtful and detailed review! We’re truly delighted to hear that you felt so comfortable and at home during your stay at Hotel Luena. Creating a warm, friendly, and intimate atmosphere is at the heart of what we do, and it’s wonderful to know that you felt like you were staying with friends. Your kind words about our team, especially Damian, mean a lot — he was thrilled to hear that his recommendations and assistance made your experience even more enjoyable.We’re also glad that you appreciated the snacks and drinks available in the lobby, as well as our excellent location, which allows guests to easily explore Lisbon while staying in a quieter, authentic neighbourhood. While some of our rooms are cozy due to the charm and character of our traditional Portuguese building, we’re happy that the bed provided a comfortable and restful sleep for you.Thank you as well for your kind recommendation. Knowing that you would gladly stay with us again is the highest compliment we could receive. We would be absolutely delighted to welcome you back for another memorable stay, and to ensure that your next visit is just as special — if not more so!Warm regards,The Hotel Luena Team

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• User:kpiddy

  Trip type: Couples

  A hotel away from the busy tourist filled streets of Lisbon

  Invalid Date

  Our stay at Hotel Luena was short after only checking in at 9:30pm and checking out the next day at 11am but the whole experience was very pleasant. We were given a warm and friendly greeting at check-in and the offer of a cold drink while the receptionist finalised our check-in. After a day long of flights we just wanted to get to bed. Our room was on the first floor above reception facing out to the street, I was concerned that it might be noisy but it wasn't, we had a peaceful nights sleep. Breakfast was plentiful, simple, hot (but only just warm) and cold choices, served in a small dining room, we were told that it could get congested but not on our visits. The location was fabulous, just a short walk from the metro, cafes, bars and shops, the city centre can be reached by foot in 25-30 minutes. We returned a few weeks later at the end of our holiday for our final night and the experience was better as we were upgraded to a room with a street facing balcony. Hotel Luena, Serviços ao cliente/atendimento at Hotel Luena, responded to this review Dear Mr. Kpiddy,Thank you so much for choosing Hotel Luena and for taking the time to share such a detailed and thoughtful review. We are delighted to hear that both of your stays with us were pleasant and comfortable, from the moment you arrived and were welcomed with a warm greeting and a refreshing drink, to enjoying a peaceful night’s sleep in your room.We’re also glad that our central yet quiet location, just a short walk from the metro, cafes, shops, and the city center, made it easy for you to explore Lisbon at your own pace. It’s wonderful to know that our breakfast, with its variety of hot and cold options, helped start your days off right.We’re thrilled that on your second visit you were able to enjoy an upgraded room with a street-facing balcony — it’s always our pleasure to make our returning guests’ stays even more special.It was a real pleasure hosting you, and we hope to welcome you back to Hotel Luena for another relaxing and memorable stay in the heart of Lisbon very soon.With warm regards,The Hotel Luena Team

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