Drive      Fly      Stay      Login    Signup

a VirtualTourist member asked on May 30, 2016


Warning Refuge Santa Marta Hostel in Lisbon

I was very excited when i arrived to Lisbon but unfortunately the following frustrating situation happened

I have made a reservation for 4 nights at hostel: refuge santa marta and I have informed by e-mail that I will be arriving late on 24th May 2016 (around 11 45 pm) due to my 9 hrs flight all the way from Egypt. I arrived on 1:05 am to the hostel and I called the owner by phone because the door was closed he said your room is booked and the reservation is canceled because you were late. I told him I came all the way from Egypt and its my first time in Lisbon and I got lost in addition to the fact that it was raining and i had to move slowly. Now all the money for the whole 4 nights has been withdrawn from my credit card (145 euros) and I was left on the street at 1 am in the morning

Add to that the manager lied to me that the room is already booked but when i checked at that time i found there is an available room which totally clears his bad intentions in just stealing my money without giving me any service. and he only notified me in the mail to inform about the check in time without mentioning anything about the cancellation.
He states that i was looking for another place and that's why i didn't come on time, WHY ON EARTH !!! will i be searching for another place to stay at 1.00 am while i know that in case i cancelled my booking all the money will be withdraw-ed from me.

this ruined my vacation and I just wanted to alert others to avoid such bad experIence

15 Answers

answered on 5/30/16 by
a VT member from Provincia de Ciudad de La Habana

That sucks, I feel your pain. If it happened as you described then of course the hostel owner is being a dick. Taking all the money from your credit card yet not holding the room is inexcusable. You paid for it, the room should be available whether you showed up or not.

That said, why would you allow something like this to ruin your vacation?! Lisbon has lots of accommodation options, no big deal!

Have fun.

(And call your credit card company to get the charges reversed. There's no way you should be paying for 4 nights. That's ridiculous.)

answered on 5/30/16 by
a VT member

Thanks for your support.

I was lucky to find a hostel at 2 am in the morning called lisboa central hostel and people there were really awesome.

But I still feel bitter for my loss and the bad situation I was put into and currently I am trying to alert others to avoid such experience

answered on 5/30/16 by
a VT member from Puerto Princesa

Write a review under the Lisbon destination page as this post will soon disappear. Write under "WARNINGS AND DANGERS" so people will be able to see it forever

answered on 5/30/16 by
a VT member from Miami

agree with both of above posters but above all else, I would immediately call the credit card company and complain as Martian has suggested.
It is of course difficult w/out getting both sides of it but, willing to give you the benefit of the doubt, there should be no excuse if your room has been charged in full.

answered on 5/31/16 by
a VT member from Stockholm

I am sorry about what happened you. But did you booked the room directly with hostel or via something other like If via you can write to them and explain the whole situation and they help you to get money back.

answered on 5/31/16 by
a VT member

I booked through
But they are very negative and they said that the property refused to return the money or any portion of it

By the way I am trying to write this post under warnings

but I can't find how to add it.

answered on 6/5/16 by
a VT member from Turquel

I tried to find out how could you book a hostel that even a Portuguese can't find in internet, and couldn't do.
I had to stay in a hostel, in R de Santa Marta in Lisbon, facing the hospital, almost 20 years ago, while my son was being operated to the heart. Is that the place?
I had no real memory of the place, nor complaints as long as I remember, but your case seems to be a police case, and I think that VT can't help, however, you may write a tip under "warnings and dangers" to alert everybody else.
Furthermore, though knowing that the amount doesn't pay a legal demand, I think that you should write them and to the site or organization where you booked the room presenting a formal protest.

answered on 6/5/16 by
a VT member from Provincia de Ciudad de La Habana

answered on 6/6/16 by
a VT member

Yes it exists on rua santa marta
Furthermore, I sent to the Portuguese tourism office a complain and they replied me in Portuguese and when I tried to translate it in Google it wasn't clear.

I would appreciate if any body helps me with the translation

Ex.mos Senhores,

Por considerarmos trata-se de matĂ©ria da competĂȘncia de V. Exas., reencaminhamos a mensagem do reclamante, remetida a este Instituto no dia 25 de maio de 2016.

Com os melhores cumprimentos,

answered on 6/9/16 by
a VT member from Rio de Janeiro

Look this site:
And write for all people, This is very BAD.

answered on 8/19/16 by
a VT member from Lisbon

It's SAD when someone tell a STORY that really is not like that... you forgot to tell the part that the Hostel as his cheek in time until 00:00 and that you arrived 1:05 later in a total disrespect with the people who work, without warning or answering the phone.

Everything in live have rules and we have to respect them and to others, with out taking for granted the things around us, you have been inform of the rules of cancellation or no show in your reservation, and the hostel do what is supposed to when have a NO SHOW.
The Rules are clear and extensible to any Hostel or Hotel.

Live is attitude and if you have humble, whit a simple warning that you are late, call the hostel for help in the way to there, or change attitude hen arrived perhaps things will be a little different.


answered on 8/20/16 by
a VT member

I don't know if you are the hostel owner or one of his friends or maybe he paid you to right this.
What rules that give the right to leave people on the street on 1:00 am in the morning where they have no place to stay while you have an empty room upstairs?!
What rules that give the right to take the whole 4 nights charge when you could be fair and just deduct 1 night or you can waive the deduction as long as he could just let me in and he will not lose anything?!
What rules give the owner the right to lie and say that the room is reserved and when i checked at that time it was empty?
I Believe that such people like the hostel owner and his attitude negatively affects your country image for just a bunch of bucks.
So please be a human being first before taking about rules.

answered on 8/26/16 by
a VT member from Los Angeles


Sorry to hear about your story. Could you give us the full name and address, we will add it for you and you will then be able to write a review about it by clicking on "write a review" at the very top of this page.


Barbara, VT team

answered on 8/26/16 by
a VT member

Thanks for your support and cooperation,The full name and address are as follow:

Name: Refuge in Santa Marta

Address: Rua de Santa Marta Nº 45 4ª Dto, 1150-293 , Lisboa

answered on 8/31/16 by
a VT member from Los Angeles

Thank you for this information. We have added this listing, it will be at the following link in about 24 hours.

[original VT link]

Go to NEW Lisbon questions, or browse older Lisbon travel answers

Find answers:  

© 2018   ·   View: Full | Mobile

Follow us:        
Questions   ·   Destinations   ·   Drive   ·   Fly   ·   Airports   ·   Stay   ·   Search

Login   ·   FAQ   ·   About   ·   Feedback   ·   Privacy   ·   Terms