Hotel Duas Torres

The large apartment room, lovely staff, parking at the hotel, and closeness to the large shopping mall all made this a perfect spot for us. We travelled extensively around the island, so didn’t get a chance to use the scenic pool and Jacuzzi overlooking the sea. We loved the location and views and would highly recommend it. Thank you! Unrelated to the hotel, we had a very unpleasant meal at the adjacent “Classico” restaurant. That experience had nothing to do with the hotel.

We stayed in villa 3 and it was perfect, especially the gorgeous balcony view. The pool area was peaceful and really well kept, and the hotel services were spot on. The reception staff were very helpful with directions when we first arrived. We’ll stay here again when we come back to Madeira, and we’re sure we will.

My flight was delayed by two days for reasons completely outside my control, and Duas Torres still refused to refund even one of the three nights I couldn’t stay. There was no flexibility or empathy, just the repeated line that “policy is policy” while they kept the full amount. Lastminute tried to help. They contacted the hotel several times and escalated the issue, but Duas Torres still refused, so the problem was the hotel’s response, not the booking agent. It was also unusually difficult to reach the hotel. The old email address starting with “info” is still listed on Lastminute and on the hotel’s own website, even though they later say it’s obsolete and give a new one. If it’s no longer valid, why is it still the only address shown and the one given to booking platforms? It feels like messages can disappear into a void, followed by an excuse that the email is old. Since that address was useless, I had to call their local Portugues number directly, at ridiculous cost, just to hear the same scripted refusal. They’re not on WhatsApp either, which left international guests with yet another barrier. The whole experience made it clear to me that when a trip goes wrong, even for reasons beyond your control, Duas Torres will hide behind “policy” and outdated contact details while keeping your money. Plenty of hotels in Madeira care about guests. This one clearly doesn’t.

The location was great, with a big mall nearby and a good grocery store where we always picked up breakfast and snacks. We waited longer than expected for our room, and there was a small issue once we got it, but the staff moved us very quickly to an even better room. The rooms were nice and spacious, though nothing special, and could have been cleaned a little better. Good hotel for the price.