I have just had a unique experience at the Sheraton Lisboa.

We arrived early yesterday (09:30) and were told that no rooms were available unless we paid an early check in fee I said that we would just store our bags with them until our room was ready but in the meantime could we use the club lounge and I was told yes. Check in was completed and we went to the lounge.

We had a coffee and some light nreakfast in the club lounge and then left to do some sightseeing (since in over 10 trips to Lisbon I have seen little outside of hotel rooms and offices). Upon our return at 15:30 we received our room key and went to our standard club room (as is the norm since this hotel never provides suite upgrades). We had a nice if rather expensive (at €250) dinner and after breakfast this morning went to check out from the property.

My room charge had around €40 added for "room service breakfast". I queried this as we had no even been resident yesterday when this charge was made. It appear that this charge was levied for the lounge breakfast. I was very annoyed at this but was told that since I could only check in from 2pm thsi charge was normal, despite no attempt whatsoever to notify me of this charge in advance or to seek my consent for the charge at the time it was levied.

I can understand the broad point that lounge use should be for residents but in over 10 years experience acroos a variety of chains I have often been directed to the lounge when I have been unable to complete check in after an early arrival and never once have experienced a charge for use of the lounge in these circumstances.

The front office manager also sought to justify the charge, but after much argument on my part removed it.

I spent almost €500 on a one night stay and object strongly to this behaviour, I have stayed at this property around 8 times (7 of which have been in the last year and most in the reverse situation where I have arrived at midnight).

To make things worse there appeared to be no doorman at the property (unlike all previous visits). On 4 occasions I had to wander around the corner to find a taxi rank to take a cab. Unlike at the former Meridian (now Tiara) Park Atlantic, where the doorman was superb.

It very much appears that allowing reasonable flexibility for regular customers is not a feature of this property and I will ensure that I stay at alternative properties in future whenever I visit Lisbon.