9Hotel Mercy

I recently stayed at 9Hotel Mercy in Lisbon. While the location is excellent, my overall experience was disappointing due to issues with the accommodation and poor handling by management. We booked two suites on the 6th floor (Rooms 601 and 602) for our family, which included three children. Upon checking in, we discovered that the air conditioning in one of the rooms was not functioning. Despite several attempts by the front desk to resolve the issue remotely, it remained unresolved. By midnight, we were forced to move all three kids into our room, which resulted in a very uncomfortable and disrupted night. I even had to assist staff with moving the bedding at 1 a.m., which was far from ideal. The next morning, I requested a full refund for the unusable room, which cost around 300 EUR. However, the General Manager offered only a partial refund of 67 EUR, citing the alternative room they had proposed (despite it being a lower category and on a different floor). This response was unsatisfactory and failed to consider the significant inconvenience and disruption we experienced. Throughout my interactions with management, there was a lack of flexibility and understanding. This was particularly disappointing, as I expected a higher level of service and customer care. Based on this experience, I cannot recommend 9Hotel Mercy, especially considering the insufficient compensation for a room we were unable to use.