A phenomenal stay from start to finish. We arrived at this hotel for a trip for me to propose to my girlfriend. We were upgraded rooms at no additional cost, to one with an incredible view over Lisbon and even left a lovely bottle of welcome wine. Staff were all kind and attentive, and assisted us with anything and everything we needed. The chocolate experience spa appointment helped refresh us from the flight, and though we didn't love the sales pitch following the appointment, it was still incredibly relaxing and I'd do it again. Housekeeping was very respectful of our belongings, and took great care in organizing and cleaning the room without disturbing anything too much. I requested a romance package for the night that I proposed, and was delighted with a gorgeous bouquet and chocolates to enjoy. Breakfasts were an extensive and delicious buffet, with the option to get fresh eggs and coffee made for you. We paid for laundry service and it was totally worth the time we saved as well, and it showed up smelling fresh and folded nicely. This was only 25€, we thought the bag was small but we fit an entire week's worth of clothes for two in it. The pools were beautiful and well-maintained, but we think that staff could have checked by to bring drinks a little more often but this did not hinder our experience whatsoever. Unfortunately it is up a steep hill, and due to a major accident the tram next to it is still closed-- at no fault to the hotel, as it is not part of their property. We did not see this as a terrible inconvenience, just something to plan around. Overall, I would return to Lisbon for this hotel. Black Pavillion and Two Monkeys being on the property is a major plus. Thank you so much Torel Palace! read more

This hotel was a dream! I was actually surprised to see anything other than glowing reviews for this hotel. It seems as though perhaps some folks had issues booking through a third party platform or was not happy with their room size, however I didn't experience any of those issues. I checked many websites to cross reference the rooms and picked the one that I thought was the most desireable for me, which was the Royal Room with a view. This room did not disappoint. The room was spacious, with a balcony and incredible view overlooking the city. The floor to ceiling windows opened in the bathroom as well as the main bedroom, to enjoy that view at any time. The was a beautiful vintage tub that you could soak in while enjoying the view. I also had a complimentary bottle of champagne in the room upon arrival, and enjoyed the sweet treats waiting for me during turn down service. The property overall was also just perfect, slightly nestled away and cozy. I don't like cookie-cutter, corporate style hotels and everything about this place is unique. There is also a great restaurant on the property where I enjoyed a delicious dinner as well as a spa, where I was able to secure a last minute massage. Overall, this place was just absolutely magical and I can't imagine possibly having a better stay anywhere else for my first trip to Lisbon! read more

I was initially very disappointed with my recent stay at Torel Palace Lisbon. Upon arrival, the hotel claimed they could not locate my original Expedia reservation, forcing me to rebook directly at a significantly higher rate. The elevator was out of servicesomething that was not disclosed beforehand which created a major issue, as my wife was recovering from back surgery and unable to use stairs comfortably. The room was also much smaller than advertised and did not resemble the photos. Staff at the time appeared indifferent to these concerns, and when I checked out a day early, they refused to refund the second night, despite it being a refundable rate. That said, after I left this feedback, the manager personally reached out to me. I truly appreciated their efforts to acknowledge the situation and try to make things right. As someone who has run businesses myself, I understand that sometimes staff performance falls short but what matters is how leadership responds. The manager's gesture showed accountability, and that has earned back some of my trust. Based on that, I'm revising my rating to 4 stars. While the initial experience fell short, I give credit where it's due for the manager's willingness to take responsibility. I will review again in 2 to 3 months when I'm back in Portugal. read more

Great great great hotel in the heart of Lisbon. It's situated on top of the hill so there's quite a hike up and down to Liberty Street where all of the shops and restaurants are. Alternatively you can take the funicular up or down for 4 Euros each way. Our room offers a panoramic view of the city below and beyond. We absolutely love it except that our little bungalow has a musty smell. There is no hot water around 9:00AM because everyone takes a shower at the same time. Other than that everything was great during our stay in Lisbon! read more

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The charm of the hotel, the rooms, the staff - all exquisite. If you are looking for absolute elegance, blended with the culture of Lisbon, this is it. The buildings are 130 years old, though very well maintained. Each room has been thoughtfully styled and designed in a way that screams luxury. The halls are filled with character and grace. The breakfast area is quant and cozy, and there are multiple terrace areas with one of the most outstanding views of Lisbon and the surrounding waters. Truly, you would not have to leave the hotel grounds if you didn't want to. Everything is provided, from food, to the marvelous pool, to the spa. The expansive and full grounds offer a unique experience in a boutique hotel serving such a populous city. The immediate surrounding area is less than overwhelming, though a 10 minute walk in any direction brings you to a variety of nearby city center areas. The immediate area is safe and walkable - just not a lot going on. Close to tram and metro stations as well. Would absolutely stay here again and again. read more

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Wow, this property is an absolute dream. From booking to check out everything was easy & the team was very helpful. I wanted the "pink room" and put in a request upon booking tho I knew it couldn't be guaranteed. To my surprise, I received the pink room! Every room is beautiful and the view from the patio is unmatched in the city! The bar is beautiful, the restaurant has a lot of great options & housekeeping was lovely every day. Oh, also the included breakfast was perfect! Mimosas, coffee & water to start the day off, right! I would immediately book this property again! It's tucked away, and you really feel like you are coming home to something special every night. Great job! read more

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Horrible experience at 2 Monkeys: I'm from the United States and I had made reservations for your restaurant on January the 25th 2024 for my wedding anniversary. Upon my arrival we were greeted by Paulo Pires, who informed us that we had cancelled our reservation. We asked the gentleman if he could show us an email that stated our cancellation. He answered with a cancelled reservation that was an entirely different person and name. This was very racist and unacceptable of Paulo. He assumed it was me, and just cancelled my reservation. It was a different person completely. We have traveled from the US  and made this reservation months ago. No accommodation was offered besides a compensation for beverages.  The issue at hand is not the misunderstanding or lack of detail to attention, but the total incompetence of your sommelier. I kindly asked Paulo if I could speak to someone else and he responded with a blank stare. Instead of taking responsibility and offering solutions he kept on insisting that it's not his fault or your establishments. I wanted to take my wife to  this beautiful restaurant and that moment was destroyed by your somelier, Paulo Pires. I hope to hear from someone that truly cares about their customers and their restaurants image and hospitality. I am highly disappointed at Paulo's  behavior, which ultimately is a representation of your establishment. This is not a Michelin star experience and the Michelin guide team will be notified of this horrendous incident. read more

My room and the Torel Palace Hotel, sadly, were not at all what was advertised on its and other travel websites -- it was much worse -- so much so, that late in the evening, I had to make a difficult decision to look for another accommodation in Lisbon and book a different hotel at the very last minute. That was a costly decision but it was worth it, and here is why: When I arrived at Torel Palace Hotel at approximately 9:30 p.m., the gate leading to the entrance was partially closed, which made it impossible for the driver to enter the courtyard. I had to wait for seven minutes to get the gate to open fully. No bellman was available upon my arrival. A young hotel staff person approached the car and advised that "the bellman was unavailable because he was having dinner." When my wife and I checked in and saw the room, we were shocked. It was very small, maybe under 200 sq. feet. The bathroom was the size of a small closet. This was shocking because the room, which I had reserved and for which I was charged 50% of the entire stay in advance, was advertised as a 300+ sq.ft. "premier suite." I always believed that a "suite" meant a rather large room. Just in case, I checked the Cambridge Dictionary on line and confirmed that "a suite" is "a set of connected rooms, especially in a hotel." When I asked the Front Desk person why she was not providing me with the suite that I had reserved, she replied that she most certainly was, and that the room was, in fact, a "premier suite," and the advertised room size included the balcony and the bathroom. She also said that "at the Torel Palace, we call all our rooms 'suites'," which is like saying, "In my restaurant, we call all our ham and cheese sandwiches "lobster rolls." Furthermore, the air conditioner that was attached to the wall was making a disturbing noise. Additionally, I had reserved a "premier suite with a view," but part of the "view" from the room was a construction site. The room was not clean; the floors were dusty; the walls had large black markings, and the tiny table on the balcony was dirty. I would not be recommending this place to anyone. read more

Traveling to Italy and planned on spending a night here at Torel Palace. Coronavirus canceled our entire trip as US has strict restrictions on traveling outside of country. Customer Service here refused refund and even began mocking me in back and forth emails, by saying that one person's bad review would not hurt their hotel's reputation. Very rude and not understanding at all of what the world is going through right now. They were the only hotel out of 3 that would not do a full refund. Every other hotel (even though Non-refundable tickets were purchased at all three) were willing to refund no questions due to the current status of the world. My husband and I made the conscious decision to cancel regardless of getting refunded, it really isn't about the money when our families health is involved or could be at risk. But the way this hotel handled the situation was disgusting. I cant imagine that their hotel would be a place I would ever want to visit. Really put a poor taste in my mouth for travel to Portugal overall. read more