"Unfortunately, when we arrived at the property, we got the information that it was overbooked and that they did not have a room available for us, I made the reservation 30 min. before arrival. The receptionist's approach to the issue was not very nice, no apology and that I should have checked my messages, so it was my fault that I went to the hotel to check-in (?!).
He reallocated us to a sister property with a lower star rating (Hotel do Paço by Vima Hotels) nearby which by the way was not nice and not even close to what we originally booked. They were not very keen in helping with the invoicing procedure, I wanted to get the difference in rate refunded and while I had to contact Expedia (who were very helpful) our presence was just ignored in the reception without even a glass of water.
The receptionist from the sister hotel wouldn't wait for us, she was very rude over the phone with her colleague and left leaving the key in a locker.
Having to deal with this after a full day tiring trip was not really what we expected.
Of course, overbookings can happen in every hotel, that is not the point, the point was the customer service this property provided and the friendliness which just did not exist."
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