EPIC SANA LISBOA HOTEL

The EPIC Sana Lisbon is a modern property located on the top of a big hill which leads into the city center. It welcomes guests with a clean and sleek lobby featuring fresh flowers in grand arrangements, and guests spend their nights in highly technological rooms. Touted as a 5-star hotel in a major European city, we had high expectations, and unfortunately, we were generally disappointed in our experience. The rooms, though clean and modern, were almost so technological that it become annoying and difficult to coordinate all the lights, A/C, and window shades. It felt like staying in a machine, rather than a hotel. The rooftop pool, though beautiful and refreshing, was such a small area that like many other guests, it was nearly impossible to secure a sunbed. We waited for two hours one afternoon which is not how we want to spend our time after a long and tiring day touring the city. The rooftop bar was not even usable -- the prices were so exorbitant that no one in their right mind would want to spend $14 for a mojito...oh wait -- unless they were waiting two hours for a sunbed or pool chair. Perhaps the biggest disappointment for me was the spa/gym area. The gym is tiny, under-equipped, and had little offer...not what I was hoping for in a 5-star hotel gym, especially after 12+ hours of travel and needing to get my body back on track. The spa treatment I received lacked personalization. I expected to be greeted warmly and treated to a luxury experience. Instead it felt very cold and formal. The treatment room had no ambiance and the massage table was like a slab of concrete, with no bolster offered under my legs. I felt uncomfortable and in pain...not the way I want to spend 90 Euros. The breakfast was visually stunning, but it would have been helpful to have more options for allergies as well as wait staff who actually attended to us more than one time in the meal. Difficult when obtaining a glass of water feels like it is a burden to the servers. Upon departure, we were very disappointed when the front desk staff took over 15 minutes to check us out. In the interim, a cab had been called for our ride to the train station, and due to the slowness of the front desk person, our cab meter was running, and it added another 10 Euros to our fare. What's more, just as we were about to pull away, the front desk attendant came running to the cab to hand us two envelopes - the envelopes containing the welcome documents and coupons we were supposed to receive upon check-in because of my VIP+ Expedia status. Unreal! We had a coupon for a free drink (would have been nice), a free room upgrade (also would have been nice), and 10% off the spa. I could have saved a bunch of money, but due to the disorganization of the front desk staff, we lost out. I emailed the hotel the next day to ask for a credit to be issued back to my card for the spa discount, but I have yet to receive a response. Poor customer service. Still waiting for that refund, Epic Sana -- would be nice to receive an email indicating you intend to fulfill this request. Overall, this property is fine and will suit many types of travelers. It is clean, well kept, and a decent value. But, I was very disappointed in Epic Sana's spa, front desk staff, and our loss of amenities and coupons which would have made our stay more pleasurable. It was not Epic, and I feel like we took some hits because of their lack of service.

If travelling by public transport, bear in mind that the hotel is up a 10 minute steep walk; but easily manageable if you don't mind a walk (it's around a 35 minute walk into Lisbon city centre). Upon our arrival we were given a complimentary drink on the rooftop bar as our room was not ready. The room itself was lovely with plenty of fancy buttons to keep you occupied! Electric blinds, curtains and a TV mirror excited us the most. The breakfast is amazing! A selection of cakes, pastries, hot food, bread, cheese and fruit (and more). The staff were very friendly and kept us topped up with juice! The two pools were the highlight for us. The upstairs rooftop pool is busy with a beautiful view of the city. The downstairs spa pool is tranquil and also has two saunas. We were also provided a daily clean of the room along with a small plate of chocolates and water (be wary of the purple chocolates; we were not fans). We would not hesitate to stay here again.

The staff are absolutely lovely..All of them. Our room was upgraded and we received free champagne and an assortment of chocolate strawberries as it was our anniversary. The roof top pool and bar is incredibly picturesque, the photos don't do it justice. Breakfast wasn't amazing, I'll be honest. However once again the service was good. We will definitely be staying here again. One of the best hotels we've ever stayed in.

When we checked-in there was a small problem with one of the room blinds which we reported to the reception, immediately someone came to the room and tried to fix it. Due to a major problem with the blind the reception manager kindly gave us an upgrade which we certainly were not expecting. Everyone without exception is extremely friendly and happy to help. The room was excellent with a very spacious bathroom and living room. The variety of food at the breakfast is very impressive. The rooftop has a nice pool and the gym and spa area are perhaps one the highlights.

Stayed 4 nights here lovely hotel, great rooms, and great breakfasts on the terrace. Reception staff really helpful. The downsides are very electronic room, and on one night the lights came on and curtains opened at 5 am, and 7am; apparently a fault with the key card switch, its was fixed, but needed to ask twice, and they did make a gesture on the bill, also toilets make a singing noise throughout the hotel if you flush in the night. Room staff inconsistent in terms of delivery of water, shower gels etc, and again had to ask several times. The biggest downside is that the rooftop pool area is far to small for the sheer number of guests that booked probably for that reason, and they actually had a booking system to get a sunbed! So never able to use this key feature at all during our stay. The indoor pool and spa were very nice, and less busy as was the Gym etc, but after a swim and sleep my new flip flops disappeared, and never to be seen again! Would we stay again' Definitely recommend Lisbon, but would certainly try one of the many 5 star options available, mindful of an outdoor pool that we could actually use.