4/10 Poor
Eric
13 December 2024
Disliked: Staff & service
Unfortunately we’ve had a terrible experience with this hotel. The lack of understanding and communication is extremely disappointing. We were unfortunately in Portugal during the forest fires in September. On the day that we were travelling from Porto to Coimbra and planning on staying at Sapienta all highways were shut down. We were stopped by local authorities and turned around. We looked at every possible way to get there and asked police who advised it was impossible. I contacted the hotel to advise them and cancel explaining the situation and how it was impossible to make it there. The lady I spoke with advised that she would speak with management and would let me know. I had also advised them as soon as we found out to ensure that they had the opportunity to rebook the room. The following day we were advised that they would only offer us a credit for the one night stay good until September 2025. We feel this was an empty offer given they knew we are from Canada and would surely not travel back to Portugal for a one night stay. We attempted to resolve this with them through our Visa however we were advised by visa that the hotel had no intention in trying to resolve this other than their offer of the one night credit knowing it would not be used. I even tried to reason with them with a half refund of the $440 given the fact that this was out of control which they denied.
Keep in mind if booking this hotel that they are not reasonable should any issues arise.
Eric
Stayed 1 night in Sep 2024