River Inn - Duna Parque Resorts & Hotels

We had to cancel our reservation and go home after a family member passed away. We asked kindly for a refund, but got no reply to several emails, even with help from Booking.com. When I eventually reached someone by phone, they said they’d pass on the message. That was four days ago. Stay somewhere else.

We booked The River Inn before the pandemic, when travel was allowed, but the hotel closed because of the pandemic and never emailed us to let us know. When we arrived, it was shut. They told us they would refund our money, but we had to scramble to find somewhere else to stay, and four months later we still hadn’t received the refund. This was beyond bad service.

A terrible customer experience. Our flight was cancelled because of a new COVID regulation from the Portuguese government, so we couldn’t enter the country. We explained what had happened to the receptionist by phone, and she told us to contact the reservation manager. We tried several times, both directly and through the booking platform, but he never answered any of our messages. Travel during COVID calls for handling unexpected situations, and this was the only place that refused to try to find a solution. Not recommended.

Restaurants and supermarkets are close by, and the nearest beach is just a two-minute walk. A perfect little place, with very friendly employees. Everything was very clean, and the sheets and towels smelled fresh.