Lamego

A huge disappointment and a completely incompatible experience with a 4-star hotel. We paid about €200 for a single night, expecting an experience up to the hotel rating and the amount charged. Unfortunately, we found exactly the opposite. The outer area was one of the first disappointments. The garden sofas, placed by the trees, were surrounded by insects, including a very large number of bees, making it impossible to enjoy that space in peace. In addition, the sofas themselves presented a poorly hygienized appearance, transmitting immediately an image of lack of maintenance. The photographs used to promote the hotel also create a very different expectation from reality. At the spa we had an experience that demonstrates a huge lack of professionalism. On the first day we stayed for quite some time on the sofas next to the massage area. During this period, the same employee (a stronger lady) passed by us several times and never informed us that that space was reserved or that we could not stay there. The next day we returned to the exact same place and this same employee, this time accompanied by a collaborator apparently in formation, approached us in an extremely arrogant and authoritarian way, saying that we could not be in that area. The change of attitude was incomprehensible. After seeing us several times the day before without making any observations, he chose to approach us that way the next day. The way he did it seemed more like an attempt to impose authority than to clarify a rule that had never been communicated to us. Also in the spa, the so-called Nordic bath presented visible mud throughout the surrounding area, something absolutely unacceptable in a space whose main purpose is precisely the well-being, hygiene and relaxation. However, the most shocking and disappointing of the entire stay was, without a doubt, the lack of hygiene. The shower in the room presented a clear accumulation of mold already with fungi and dirt in the cane. To confirm if it was just a lack of cleaning, we passed a towel and the dirt left immediately. That is, it was not wear or a spot impossible to remove; it was a cleaning that had not been done, so it seems for months in a row. Even more serious was finding the reusable water bottle with the apparently dirty sink and with accumulated garbage. We are talking about an object intended for the consumption of water by the guests. How is it possible that a four-star hotel is so short of the most basic hygiene requirements? At the time of check-out we decided to report all these situations to the reception collaborator. We expected, at least, a demonstration of concern, a sincere apology, that a responsible person would be called or that someone would be available to immediately verify what we were reporting. None of that happened. Our complaint was received in a completely impersonal, indifferent and mechanical manner. The collaborator limited himself to responding with a generic phrase, of the type “we thank you for the feedback, we will improve”, without any demonstration of concern, without seeking to realize the gravity of the situation and without taking any initiative to resolve the problem. It was at this very moment that the hotel lost any chance of reclaiming our trust. It is deeply disappointing to see that a hotel that charges such values presents such basic hygiene flaws and that, when confronted with them, responds with total indifference. In spite of all that we found, we do not recommend this hotel and will file a complaint through the appropriate means, so that the observed hygiene conditions can be properly evaluated.

Spent 2 nights at the hotel on our Portugal Food & Wine Travels. Clean, and very good air conditioned rooms for Europe on a nearly 100 degree day. The pool and area is nice. The breakfast buffet has everything one would want. Definitely would stay there again when visiting the area.

Data breach - we were approached by someone who knew all the details of our booking … and it was only a week or so later the hotel acknowledged a data breach to all guests. We are surprised by the very limited information shared by the hotel - our phone number booking details and information was clearly taken and all the hotel worries about is their payments…we had our data lost by you and have offered no flexibility