2/10 Poor
Oct 17, 2024
No sleep because of nightclub, poor communication
Clean rooms, comfortable bed, convenient location within Funchal. But the positives are lost on the poor customer service and complete lack of sleep.
I could not sleep at all for four nights. The hotel is directly above a bar/night club that played pounding music until 4am one night, 2am other nights, including Sunday and Monday nights. It was impossible to sleep. The bedroom vibrated from the music bass. The hotel does not own the club so they have no control, but it’s the same building and can be heard and felt clearly. You will not sleep if you stay here.
Poor customer service. To begin, the booking confirmation stated there was no front desk and to contact the property to make check-in arrangements. I tried to contact multiple times, they did not reply to messages. I eventually managed to get a response on the phone on the day of our arrival when the only instructions given were “call us when you arrive at the property”.
When we arrived that evening, the person who answered the phone was unhappy and rude, telling us that he had needed to leave the supermarket to check us in – not at all welcoming to hotel guests.
There was a huge deposit to pay each to "protect the hotel against damage". This was far too excessive, particularly as we had already paid for our stay in advance.
After we left, one of the deposits had a deduction with no explanation. The hotel claim this is due to exchange rate, yet the other was refunded in full so it cannot be.
Verified traveler
4-night trip with friends
Verified Hotels.com guest review
