2/10 Poor
Dec 2, 2024
Terrible customer service
We arrived to the hotel, checked in and the person who checked us in showed us the dining area and kitchen then apologized for the amount of stairs to our room. She wasnt kidding there were over 125+ stairs to our room. Midway she asked if we were ok and wanted to get our bags. We said we wanted to see where the room was first. Once we made it to.the room after, my husband and I are both in great shape and have been hiling all over portugal. The associate again apologized showed us the room and apologized for the minimalist room and left. I sat on the bed that was so hard and my husband said that there was no way he could carry our luggage from our two week stay up these stairs. There is no disclosure of how many stairs and there are no hand railings. He had shoulder surgery and couldnt physically do it without harming his shoulder. So we trecked back down to the office and told them ofnour problem, asked if they had anyone who could help us or if they had an alternative room. They said that they didnt have either. But we could carry minimal bags up to the room we had rented and once the room above the lobby opened the next day (where you could hear barking dogs and a lot of noise) which was a lessor catergory room. We could move there without help and without any adjustment in the rate and that was all they could offer us as they were sold out the night of our arrival and only had the one room the next day.We said that that didnt remedy carrying and the physical limitation.
Stephanie
Stephanie, 3-night trip
Verified Hotels.com guest review
