Dear Cetin, Thank you for preferring our hotel HF Fénix Urban for your stay in Lisboa and for the time you've taken to share your feedback with us. We are sorry to see your experience was not positive and that our hotel didn't meet your expectations and needs as a 4-star hotel. We were surprised by your feedback regarding our team as they do their best every day to make our guests feel at home and we don't recognize in them the behavior you describe. However, we will bear your remarks in mind to try to understand what possibly went less positively and improve it. We appreciate your compliment about our cleanliness and it would be such an honor for us to welcome you again in a future opportunity so we can change your perspective and make you live the real HF experience! Thank you for your time and please accept our kindest regards. Vanessa Gonçalves - HF Quality & Customer Relationship Agent

Dear Nader, We must admit we were somewhat taken aback by your comments regarding our breakfast staff as this is not at all the usual feedback we receive from our guests. Nonetheless, we thank you for taking the time to share your opinion with us and will be watchful for this situation in the future. Regarding the AC malfunction, we checked our internal records to understand what could have happened, but unfortunately, we were unable to find any registry of this issue during your stay. We sincerely regret that your stay has not met your expectations, and look forward to the opportunity of welcoming you again and changing your perception of our services.

Dear Mr. Dennis, It is regrettable that you use social media to defame HF Fénix Urban, without any kind of evidence or proof. The situation is being properly guided by our General Manager, trying to find out what may have happened to the supposed belongings that you mention have disappeared. You were supposed to send us your contacts and we never received them. Therefore, it is not possible for us to get in touch with you. We appreciate you contacting us and providing your contact details so that they can be sent to the Customer Service department. We truly regret what happened and sincerely apologize for the lack of communication between the reception and cleaning staff, which led the maid to think that the room was on leave rather than being an extension. All belongings have been stored and we are now investigating the bag that the you say disappeared, including looking at surveillance cameras. I can assure you that nothing has been thrown away and that we are giving this matter the care and attention it deserves. With my best regards, Bárbara Moreira HF Quality & Customer Relationship Manager

Dear Andres, Thank you very much for your kind review! It is a pleasure for us to know that we can always exceed our guests’ expectations! On behalf of the whole team, we hope to welcome you again in the future! Best regards from Portugal! Carolina Bragança HF Compliance

Dear Andres, Thank you so much for your positive feedback. It's really great to know you enjoyed our location! Hope to see you soon! Ana Moreira HF Quality & Customer Relationship Manager