Overlooking the rooftops of Porto, our hotel is in the historical center of Gaia. A short walk from the Douro River, we are within 15 minutes of WOW Porto – World of Wine, the Alfandega Congress Center, and Vila Nova de Gaia-Devesas train station. Our wellness center features a relaxing spa while our 2,000 sq. m. event space is ready to host any function.
"Stayed at this hotel 3 times in less than 2 months, not planning to return ever again.
Our 1st visit was so impressive that we had booked 2 more stays short after for our family. Yet the last visit turned into a disaster.
Nobody answering phone calls at night.
Before checking in on our last visit. We realized our flight got delayed. tried calling the hotel at around 9.15 pm, called 5 times over 20 minutes, no one would pick up the phone in the main reception !! Furious, and so we arrived at 1am without being able to inform them that we were gonna be late.
Upon arrival, as I had booked 2 rooms, I asked the only person who was on shift that night to make sure putting my parents into the booked standard double room and my family with a child into the other bigger room (Junior King Suite) . He affirmed me that the room distribution was correct so we just left our parents to go to their room and take rest since it was late.
When we arrived at our room, it was definitely a small room that would only fit a couple without being able to add an extra bed. Called the reception, no ones answered again!! So had to went back down to speak to that staff at 1.30am.
He insisted, the room I was put into, was the Junior King Suite !!!! I was so angry because that room didnt looked like it was over 500sq ft as it was described when I booked. But the staff said to us that the info in trip.com was incorrect and more over, the information he received didnt mentioned that we had a child with us.
Angry and exhausted, and I was even gonna compromised to stay in that room and sleep. we just went back to take a shower, then the guy came , talked to my husband and would offer us a bigger room after all the drama. it was close to 2am!!! We got offered to stay in a family room so my daughter got to sleep on a sofa bed but the guy who made the bed didnt even give her a blanket.
Next day, texted my parents and asked them to show us a picture of their room, we realized the guy mistakenly putting my parents into the bigger room and so we were the one who got allocated into the standard double room!!
Unprofessional service from the top to the bottom!! we eventually felt bad to that staff because in the middle of the night, he was the only person who moved luggages, opening beds etc..."