Thank you for your honest answer. We are deeply sorry that your stay wasn't according to what should have been. Unfortunately, although we are extremely careful when it comes to cleaning, this area of Downtown Lisbon has some issues. Because of its proximity to the river and due to the fact that all Downtown Lisbon buildings date back from the 18th century (meaning a great part of the sewerage system is in need of some repairs), some of the times there might be a slightly unpleasant smell in the air - still, we try our best to dissimulate it. Regarding the cockroach, although it is not a usual thing, again we are deeply sorry for the inconvenience. We understand how unpleasant it is. We have a Housekeeping team that works everyday and does its best to let the hotel spotless. Moreover, cleanness is actually one of our major strengths, at least according to all the feedback we have been receiving from our clients. We are also sorry if you felt that our service at the reception was not the expected. We always try our best to provide our guests an impeccable service. We will make sure we pass your insatisfaction to the respective department.