Pestana Douro Riverside - Preferred Hotels & Resorts, Lifestyle

Ideal locatin with very friendly staff. Good facilities at the hotel and their sister hotel next door for leisure facilities.

Very nice hotel. Breakfast and swimming pool are great.

The bellman was very helpfull and the front desk people very friendly and accomodating

WE ARRIVED AT THE HOTEL SATURDAY 26 JULY STAYING AS A BASE FOR A FAMILY WEDDING. IN PORTO. WE CHECKED IN AROUND 1.30PM, OUR ROOM WAS NOT READY, FAIR ENOUGH, WE JOINED SOME FAMILY MEMBERS AT THE POOL BAR A DRINK (I WILL COME BACK TO THAT) 4PM WE WENT TO GET OUR ROOM KEYS AND BAGS FEOM RECEPTION, ONLY TO BE ASKED TO CHECK IN AGAIN. I EXPLAINED WE HAD ALREADY CHECKED IN, WE HAD THE TICKET FROM RECEPTION FOR THE BAGS. WE WHERE THEN TOLD THEY NEEDED THE CARD DETAILS FOR ANY CHARGES PUT IN THE ROOM WHICH WAS ALREADY DONE. CUT TO THE CHASE THEY HAVE TAKEN PAYMENT TWICE. THERE WAS A LADY AT RECEPTION WHEN WE RETURNED TO EXPLAIN THIS WHO DID HELP AND APOLOGISED FOR HER COLLEAGUES. SERVICE AROUND THE HOTEL IS VERY SLOW, THE BARS, THE RESTAURANT. BARING IN MIND THERE SEEMS TO BE PLENTY OF STAFF STANDING AROUND THESE AREAS, BUT ITS LIKE EVERYONES FIRST DAY. NO BEER, NO ICE, NO GLASSES, MAYBE 20 PEOPLE AT THE POOL BAR, 4 STAFF AND A THIRTY MINUTE WAIT TO GET SERVED, ANOTHER HOUR AFTER THAT WAITING ON A BURGER WHICH ARRIVED RAW. THAT EVENING A PIZZA TOOK 2 HOURS, FOR COLLECTION FROM THE RESTAURANT, WHICH WAS FAR FROM BUSY. THE NEXT DAY WE WENT TO THE RESTAURANT FOR LUNCH, 3 SERVICE STAFF ON DUTY, 2 OTHER GUESTS IN THE RESTAURANT. WE SAT FOR 25 MINUTES BEFORE WE LEFT. THE 3 STAFF STANDING TALKING TO EACH OTHER THE WHOLE TIME. WE ARE CURRENTLY IN DAY 4 AND THINGS HAVE NOT IMPROVED. WE HAVE HAD TO ASK FOR HOUSEKEEPING TWICE, USED CUPS NOT REPLACED, WATER AND TEA NOT REPLACED. THIS PLACE HAS A BEAUTIFUL VIEW OF THE RIVER AND HAS MASSIVE POTENTIAL BUT IS OBVIOUSLY HAVING SERIOUS STAFFING ISSUES. AS OF YET I HAVE NOT SEEN A MANAGER TO EVEN TRY AND DISCUSS THIS WITH. I HOPE THEY CAN IMPROVE ON THIS AND PULL THINGS ROUND, AS THE LOCATION IS STUNNING.