Sowell Family Valfrejus

We were really looking forward to our stay, especially since it was for a celebration, and we did our best to ensure everything would go smoothly. I made the reservation directly through the hotel’s website and added special requests: a “baby set” for our infant, a room on a higher floor, and, if possible, a nice view to make the occasion even more special. I also clearly mentioned in the message that we were celebrating our anniversary. Of course, we understand that not all requests can be guaranteed—but what was most disappointing is that it became immediately clear upon arrival that our message hadn’t even been read. The hotel didn’t seem prepared to receive guests at all. On top of that, although I had already prepaid the stay through the website, the front desk still charged a €300 “pre-authorization” upon check-in. This turned out not to be a hold, but a direct debit, and I’m still waiting to have that amount refunded. We were assigned a room on the lowest floor with the worst possible view. When I brought up my message and the special requests, including the baby kit, it was clear the staff had not checked it at all. All in all, what could have been a memorable and beautiful experience turned into a frustrating and disappointing one. The front desk staff was friendly, but unfortunately, they were clearly not prepared to properly receive guests. The hotel manager remained in a back office and was never seen during our entire stay — we were never approached or welcomed by them. We were told that a message about our situation would be forwarded to a supervisor, but to this day we haven’t received any reply or follow-up. We traveled all the way from Portugal specifically to visit this hotel in the chain, with high expectations, and ended up very disappointed. What saved our stay — and prevented the celebration to be a total disaster — was the restaurant. The team there was well-trained and attentive, especially Jessika, who took care of every detail with great professionalism and kindness. I am still waiting for the refund of the €300 that was charged at check-in as a “pre-authorization,” even though I had already paid in full through the hotel’s website. In the end, it wasn’t a pre-authorization — it was a direct debit. It has now been several days and I have received no resolution. I hope to hear from you soon, Valfrejus. Thank you.