Booked an ensuite room at House Sao Bento for 5 nights. got a call from them on morning of departure advising as we were arriving late there would be no-one to let us in, fair enough, they said I would get a text shortly with details to gain access, also fair enough. Afternoon flight and still waiting for access details, called them and was told would be within the hour, nothing sent until about 6pm, presumably when 'reception' was closing. On landing in Lisbon text came through with details of access codes, and details of 'private bathroom across corridor from the kitchen' not an ensuite, it was late so had to go there. On arrival got in and found the bedroom allocated, no en-suite (I had paid extra for) and not even the key for the private bathroom across the corridor I had meant to be allocated. When I saw a couple of ladies from an adjacent room using the 'allocated bathroom' I asked them, they told me they had also paid for an ensuite and when they complained they were given the key for the one we were promised!!! The public bathroom shared with everyone on the floor was basic, shower didn't fir on the holder on the wall, so you had to hold it to shower. Place is more like a hostel, which is fine if that is what you expect and pay for. We left after the first night and have lodged a complaint with hotels.com, I will also be arranging a chargeback if they do not refund the unused nights, as it was not what was advertised, but NO ensuite, and no staff onsite even next day