Vila Gale Opera Hotel

After more than 25 years of business travel, this was easily the worst hotel stay I’ve had. I felt disgusted by how little the hotel seemed to care after I was lied to and repeatedly ignored. The room was noisy and dysfunctional, and room service took two hours. After I’d waited an hour, I was told it was coming, though clearly it wasn’t. What made me angriest was that another guest was checked into my room. That was a serious safety and security failure, and I was in the shower at the time, which was hugely embarrassing for both of us. I asked reception three times, including the deputy manager, for a written explanation and apology. Each time they promised one, but I never received it. My request in the feedback they invited me to submit was ignored too. Mistakes like this shouldn't happen, and a written response was a simple chance to put things right. I don't usually review hotels, but I feel compelled to after being left with the impression they didn't care about the embarrassment or the safety risk I faced.

I was disappointed by the night receptionist. Security matters, but a person shouldn't be treated disrespectfully or made to feel unwelcome just for asking to have something delivered to a relative staying at the hotel, or left at reception for pickup. That’s what happened an hour ago. I provided official identification and wasn't even asking to visit my relative, yet the receptionist acted suspiciously.

The staff were friendly and helpful, and gave us chocolate and wine for our 25th wedding anniversary. They also shared sightseeing tips. The hotel has a good set of facilities, including a gym, indoor pool and sauna, plus a rooftop bar and pool.

The location works well for me because my work is near the hotel, across the bridge. What bothered me was checkout. I hadn't booked the room myself, but the message I received clearly said to check out at 5 pm. Having someone knock and open the door to tell me to leave, instead of calling the room phone, was upsetting. There was a communication problem between my agent and the hotel, and the hotel needs to review how it handles room procedures. I ended up waiting in the lobby until I could check into another hotel. Decreto-Lei n.o 39/200.