You can’t buy happiness. Good, because it comes with the room key at the Hotel Pátio do Tijolo in Lisbon, where siblings Juan and Natalia Tubella came across this building, which used to house a carpentry workshop, by chance. In this interview, Natalia reveals how to recognize a good host and where she prefers to stay.
FACES: How did you get into the hotel industry?
Natalia Tubella: The journey to the hotel industry was quite an adventure! (laughs) In the middle of Bairro Alto in the heart of Lisbon, my brother Juan and I came across this beautiful old building one day, which immediately captivated me.
At first we thought about renovating it and renting out individual apartments to tourists.
But the more we got involved with the building, the more we realized what we were looking at.
The former “Casa das Janelas com Vista” became a guest house and we became hoteliers.
FACES: How would you describe the Pátio do Tijolo in one sentence?
Natalia Tubella: As an oasis in the heart of Bairro Alto.
FACES: Building a hotel like this and coming up with the concept is no easy task.
Can you tell us more about the process that ultimately led to the opening of Pátio do Tijolo?
Natalia Tubella: Directly behind our first hotel, we discovered this other location, which seemed perfect for a boutique hotel.
We remained true to the concept that we already follow at “Casa das Janelas com Vista”: we wanted to create a cozy atmosphere that was authentic to Lisbon and where our guests would feel at home.
Instead of hundreds of rooms, we only have a few, which in turn contributes to the authentic feeling.
The Pátio do Tijolo has character and also blends in very well with the cityscape.
We want our guests to be able to relax and immerse themselves in the city at the same time, and I think we have succeeded in doing that.
FACES: What are three reasons we should definitely book a room with you?
Natalia Tubella: It is important to us to offer a very personalized service because we believe that this is essential in order to provide guests with an unforgettable experience.
Our employees are our most important and valuable asset.
The architecture of our building is unique and immediately captivates everyone.
We attached great importance to a symbiosis with the neighborhood and a harmonious interplay with the natural elements of the urban landscape.
Our minimalist design with that certain something makes it possible to relax and take a deep breath.
The view of the city and the river is the icing on the cake of our rooms and is often described by our guests as a living painting that shows the beauty of Lisbon.
“A good hotel fulfills the expectations it sells, but an excellent hotel goes beyond that by offering authenticity.”
FACES: What makes your everyday life in a hotel so special, and what aspects annoy you?
Natalia Tubella: Being able to welcome guests from all over the world gives us the opportunity to act as local ambassadors for Lisbon, promoting cultural exchange.
We are proud to be able to share our vibrant culture, our history and the opportunities that the city offers with our guests.
Every day we go the extra mile to provide our guests with outstanding services.
At the same time, we are aware that it can happen that expectations are not met, and such moments are very disappointing.
But we also use such experiences to improve and grow.
FACES: What do hoteliers have to deal with that other people don’t even have to think about?
Natalia Tubella: Our top priorities are customer service and exceeding the expectations of our guests.
This is a high level of responsibility and requires meticulous attention to detail and constant follow up to ensure an excellent stay for all those who stay with us.
In addition, we want to seamlessly integrate our guests into the neighborhood and local scene and give them a sense of belonging while staying with us.
FACES: What do you worry about too much?
Natalia Tubella: Climate change is a major problem due to its harmful effects on the world.
As a sustainable hotel, we are aware of the importance of addressing this issue.
By adopting environmentally friendly practices and committing to reducing ourcarbon footprint, we want to make a positive contribution to the environment and minimize our impact on climate change.
FACES: You manage a large number of employees.
How do you describe yourself as a manager?
Natalia Tubella: I embody a caring leadership style and it is extremely important to me that all team members are well because they play a crucial role in the satisfaction of our guests.
As a manager, it is crucial to set a good example and show commitment.
Our employees are not just numbers, but individuals with individual strengths and skills.
It is their human side that defines them, and while everyone may be different, we all have a common goal: to provide our guests with a first-class experience.
FACES: How do you recognize a good hostess?
Natalia Tubella: A good host is someone who radiates positivity and genuinely cares about their guests.
Such people ensure that guests’ expectations are not only met, but exceeded, and strive to fulfill their wishes and preferences.
The focus is on creating an experience that meets the guest’s expectations and makes them feel valued.
FACES: Which guests give you the most pleasure?
Natalia Tubella: Guests who engage with our concept, build a connection with us and are genuinely interested in interacting.
Such guests actively participate in the experience we offer, have fun expressing themselves, gathering their own experiences and sharing them.
In doing so, they contribute to a dynamic and stimulating atmosphere.
FACES: How do guests manage to drive you up the wall?
Natalia Tubella: It can be a challenge when guests don’t fully understand our concept and express concerns about minor issues.
However, we realize
that it is impossible to satisfy everyone and emphasize the importance of attracting people who agree with our vision.
“It’s the human connections that make the hotel industry incredibly rewarding and special.”
FACES: What do you expect from your hotel?
Natalia Tubella: I imagine that the Pátio do Tijolo will be a unique and distinctive hotel that will be well received and positively received.
I hope that guests will feel extremely comfortable and consider the hotel as their second home.
Given the fantastic reviews and feedback we have received over the past few months, it is safe to say that we are exceeding our initial expectations.
FACES: Life as a hotelier holds exciting stories every day.
Which situation or encounter do you particularly remember?
Natalia Tubella: I firmly believe that the best feeling for a hotelier is the loyalty of his guests.
In our previous guest house, we welcomed a warm and friendly couple every year, who went from being simple guests to special friends.
Throughout the year, we exchanged emails and gifts and talked at length every time they visited.
They have already stayed in our new hotel, and of course they loved it!
It’s human connections like this that make the hotel business incredibly rewarding and special.
FACES: What do you look out for when you stay out yourself?
Natalia Tubella: When I travel alone, I want to find accommodation that is aesthetically pleasing, even if luxury is not an absolute requirement.
The most important thing for me is an atmosphere that reflects everyday experiences and conveys a sense of balance.
Authenticity is key to my search, whether it’s a rustic wooden hut in the countryside or a modern hotel in a bustling city.
But above all, comfort is my top priority.
FACES: What makes the difference between a good hotel and a great hotel?
Natalia Tubella: A good hotel fulfills the expectations it sells, but a great hotel goes beyond that by offering authenticity.
FACES: When you’re not staying in a hotel, where do you sleep?
Natalia Tubella: My own bed is a moving target!
I’m something of a nomad, constantly on the move, exploring new places and discovering a different bed every day.
Sometimes in a cosmopolitan city, other times in the countryside.
You could say I’m on a constant quest for the perfect night’s sleep, exploring one cozy bed after another! (laughs)
Pátio Do Tijolo
Natalia and Juan Tubella, originally from Barcelona, prove with every detail of their newly opened hotel Pátio do Tijolo in Lisbon that the well-being of their guests is close to their hearts.
Where wood used to be sawn and carpentered, there is now this oasis on which the Portuguese sun always casts a few extra rays.
Lush plants grow in the inner courtyard, while the cleverly placed exposed concrete creates a modern feel.
24 rooms in the three categories Superior, Standard and Family with a view, balcony and garden access ensure that guests feel right at home here.
With the River Tagus in view and the bustling Bairro Alto district at your feet, all signs point to green, so that nothing stands in the way of an unforgettable stay in Lisbon.
www.patiodotijolo.com
That’s what Natalia Tubella from…
Cruise ships:
…are an invasion.
They pollute the environment and lead to unsustainable tourism practices.
Buffets:
For breakfast, I prefer a buffet with fresh, high-quality products, while I prefer to eat à la carte for dinner.
All-inclusive:
Terrible.
I don’t like this concept because it stifles local economic growth.
There is no authentic local experience.
All-inclusive erases the identity of the entire environment – people, place and even the guests.
Tipping:
If the service is exceptional, very happy, but if it is obligatory, tipping loses its meaning.
Dogs in restaurants and hotels:
I think this is great, but it depends on whether the place has the conditions to be dog-friendly or not.
Children in the restaurant and hotel:
Niedlich.
Entertainers:
I don’t say no to good musical entertainment.
Dress codes:
A bit old-fashioned.
TripAdvisor:
We value the democracy it brings and how it helps us to maintain high standards and improve every day.
Online Travel Agencies:
Great because they offer a system where you can access all accommodation and options in one place and from anywhere.
Sustainability:
I do my best to live a green lifestyle and share it with others.
At the hotel, for example, we try to convey the message to guests that there is no second earth.
Skills shortage:
We need the best specialists to work with us, not just for us.
Giving them the tools to excel in their roles and ensuring that they feel valued are key to ensuring that they are happy to stay with our company and promote growth.
Next stop Lisbon? Maybe there’s still a room available.
Want more insider info from the hotel industry? Kimberley Cohen from the Hotel Le Grand Mazarin also answered our questions.
