Hotel Mercure Lisboa - Lisbon, Portugal 

The hotel is excellent value for money if booked online with e.g. Expedia. It's officially 3* but I would personally award it 4*. It was emaculately clean, modern, nicely decorated, polite staff. Breakfast was slightly pricey for what it was but enjoyable nonetheless. Excellent location, excellent everything really. Highly recommended. Oh and with regards to the hard beds and rude staff: I found the beds to be very comfortable and the staff to be lovely. They must have had an off day. ps: one of the waiters was hot - he's called Bruno lol

Absolute nightmare, we went to checkout on our last day and the receptionist said that we had to pay out another 60 euros that was apparently outstanding for our final night. However, on arrival to the hotel we had been told that our full payment had been received for the week and as far as we were concerned the total amount for our stay had already been withdrawn by the hotel from our bank account. No matter what we said or how we said it the staff treated us like we were thick idiots, they obviously had no customer service skills to deal with the situation. It came to light that this was their error and yet they were passing the blame to us. As it was our final day we did not have any money left to pay the 60 euros that they wanted from us, so the 'manager' or deputy manager said he would take it from the original card anyway regardless. During this 45 minute checkout dispute we felt as if we had been targeted and taken advantage of due to the fact that we were young. The 'manager' became quite aggressive towards us and as a 4 star hotel we are still in shock at the rudeness we experienced. It ruined what could have been a really good last day as the weather was good, but instead we had to trail our luggage around for the rest of the day which restricted us from going too far. Also if you are young, white and blonde this is somewhat a rare site for locals even though it is the capital city, beware that it is not as diverse as London. Young girls are frequently stared at, whistled at and bothered by the portuguese men.