Douro Royal Valley Hotel & SPA

Cecilia helped make our three days, two nights at Douro Royal Valley Hotel & Spa truly memorable. She used her knowledge and care to arrange a private boat tour on the Douro River, followed by a winery visit high in the valley, where we had a guided tour and a fantastic lunch. Everything was planned so smoothly and thoughtfully that we couldn't have organized it as well ourselves. The hotel sits right by the river in a peaceful setting, and the modern, comfortable rooms have stunning views. From the pool to the spa, the facilities made us feel spoiled from the start. The staff were helpful, kind, professional, and made us feel welcome throughout. We'd gladly return, and highly recommend staying here as a base for visiting the Douro Valley. Be sure to ask Cecilia for help with planning your day.

The suite was spacious, comfortable, and well designed, and we liked the peaceful location, great views, and good breakfast. But the service fell far short of what we expected from a five-star hotel. At dinner, nobody welcomed us or even offered a smile or eye contact at the pool bar. Staff handed us a list when we asked about restaurants and tours, without offering help with reservations. At the front desk, we were told to call ourselves to arrange something for the room. We had to find out ourselves how to get to certain areas, and weren't offered towels when heading to the sauna. Room service orders came with tip sections already filled in. The service felt like one or two stars. The huge hotel also has a lot of areas that seem unused, giving it more of a convention-hotel feel than a luxury one. The service and use of space feel closer to a three-star property than a true five-star hotel, so the current rating seems misleading. As someone else put it, the place feels too big and cold. A little warmth, a kind word, or a smile could help it reach its potential.

The staff didn't feel particularly friendly or welcoming, whether at dinner or at the spa. At dinner, the waiter kept reminding us we'd needed a reservation, even though we'd understood from the start. We were hungry and just wanted to settle down and eat in peace. Service was slow, although the food itself was delicious. After checkout, when we stayed a little longer in the indoor pool area, a staff member told us to leave in a tone that didn't feel kind or courteous. Breakfast was a letdown too: the scrambled eggs were lukewarm and uncovered, the bacon was nearly burnt, and there weren't many choices. It felt more like a three-star buffet. Our “quarto deluxe” was beautifully decorated inside, but the balcony needed painting, and other parts of the building looked like they hadn't been refreshed in a long time. I expected a more luxurious five-star stay, but it felt closer to four. The hotel could meet that standard with better hospitality and a refresh of the facilities.

The hotel is in a great spot with amazing views of the Douro River, and the outdoor infinity pool was heated. Our room was good quality and cleaned well, though there were visible blemishes in the hallway and room that looked like past water damage. Getting food was a real problem. We waited over an hour for coffees at dinner and left before they arrived. Room service took more than 90 minutes, and when we asked how long it would be, staff didn't seem to know what we were talking about. Even with reservation times, they couldn't handle the dinner volume. We ended up eating lunch and dinner in nearby towns, where the service was much better and prices were lower. Breakfast was buffet style, so it didn't depend on service. The front desk also seemed confused when we asked about booking jet skis or nearby winery tours.