When we arrived at Tuela hotel, we were given a room that did not match our online reservation. We booked for an economy double, and we were given a twin room. When we complained at the front desk, a manager of the hotel refused to upgrade us, even if she admitted they had availabilty.
They claimed that we made our booking on a website that was not their partner, and that the advertised room did not actually exist. That was a plain lie, since we booked the room from www.tuelaportohotel.com which is clearly their website.
It was only after threatening to inform the organizers of our conference about the fact, that the manager proposed us a double room at a discounted rate. We agreed, even if we were still not satisfied since we had to pay more than what established at the time of the booking.
But here comes the worst part. When we asked for the final bill, the manager and the receptionists started to calculate the balance speaking in Portoguese. They presented us 3 different estimates in 10 minutes, all wrong! Their final version of the bill did not consider that we already paid 52 euros at the time of the online booking, under the voice "DEPOSIT". We told them so, and their reply was: "The 52€ of deposit were a booking fee, and we shall not subtract them from the bill".
So, they stole our deposit. We complained vehemently, but there was no way to change their position. Obviously at that point we canceled our booking, left the Tuela hotel and found a room in a nearby hotel.
They even told us they were kind to us because they did not force us to pay the cancelation fee. THANK YOU!
- Hf Tuela Hotel Porto
- Porto Hf Tuela Hotel
