Casa do Vinho Sintra Guest House

We booked directly for six people and one dog, from July 21 to July 24. Five minutes before we reached the hotel by car on arrival day, they told us there was no room for us, despite having sent a confirmation email. They said they were sorry and blamed a former employee who handled bookings, claiming they’d had a dispute and fired that person. But other reviews describe similar problems from one or even two years ago. When we called from Sintra, the woman on the phone said they had found our reservation in their files under our names and dates. It seems to me they take more bookings than they can accommodate, then turn away some guests, sometimes leaving them stranded and sometimes sending them to other hotels that may be involved in the scam. We were sent to the NH hotel in Sintra and paid 300€ more than we should have for the replacement stay. Hotel Caso do Vinho offered the alternative at an exorbitant price. They say they’ll arrange compensation or a refund and are sincerely sorry, but then nothing happens. It’s all talk. Some guests clearly have had a good experience, and I’m not questioning those reviews, but I wouldn’t risk booking here. It’s a gamble.

The guesthouse is well located in Sintra, with easy access to the monuments, but a series of problems over our three-day stay spoiled the experience for us. The bedroom was large, but missing basics: no bin, coat hangers or hooks, towel rails, or bathroom surface for clothes and personal items. After the rain, we couldn’t hang our coats or towels, and by the second day the towels were soaked. There wasn’t a kettle in the room or lobby either. On two of the three mornings, the shower had no hot water because the heater is shared between all the bedrooms. The bathroom sometimes smelled of sewage, so we had to keep its door shut to stop the smell reaching the room. Service was mediocre. We asked for a QR code so a driver could access the street and never got a reply. There’s no one at reception after 5, and when we raised the issues, the lady dismissed them as normal without offering a fix or even an apology. Our room wasn’t cleaned during the stay, so the wet towels weren’t changed, toilet paper wasn’t replenished, and the bathroom bin wasn’t replaced. The room and beds were okay, but there was little decoration and only the bare minimum. For the price, it wasn’t worth it. We tried to stay positive at first, but this felt unprofessional. And please ask your neighbor to stop leaving their dog locked outside in the cold for hours.

The location is amazing, but the place could use some upgrades. You can hear other guests, and it gets fairly noisy when the neighbors’ dog barks. There isn’t a particularly nice spot to sit and relax.

The rooms are beautifully decorated, and the beds are comfortable. The location is excellent, with lovely outdoor seating where you can sip their excellent wines. Breakfast is basic but nice. Service was okay, though not the best. Recommended.