Our room door was open when we returned one day to the hotel - it turned out that there was an issue with our door and key card, allowing other people to access our room. The staff were not sympathetic to our situation and appeared rude and flustered when we approached them with the issue. They told us there was nothing they could do, despite knowing that there was an issue with the lock of our door. After much convincing, the staff decided to give us a new room. The whole ordeal meant that we felt very unsafe during our final night stay and we felt our last evening in Lisbon was wasted due to the time spent complaining and moving rooms. The director of the hotel was also unavailable on both occasions we spoke to staff, even when he was on the phone - this made us feel as though he didn’t care about the situation at all. Overall it was a poor experience.