Lagoas Park Hotel

I booked this hotel for me and my disabled sister for a week to attend a wedding in Portugal. I asked for a room with an accessible bathroom, but was advised by the hotel that they could only provide this in a room with a double bed, which wasn't suitable. I initially agreed to a standard room with twin beds, but when my sister's condition deteriorated I asked to cancel this, asking for a refund. The hotel refused to refund me, citing terms and conditions, even thought it was months before we due to stay and they had ample opportunity to re-book the room. I then asked if I could change the names on the booking so that friends who were attending the same wedding could use the room in our place, and the hotel refused point blank. We couldn't use the room due to my sister's disabilities, and had to book somewhere more suitable. So Lagoas Park Hotel kept over £600 of our money, without providing us with any service whatsoever. I'll leave you to make up your own minds about the integrity and basic decency of the people who run this hotel.

De tudo sem exceção.

Nada a apontar.

Do pequeno almoço.

Nada a apontar.

I booked this hotel through Hotels.com for 10 nights specifically because the listing clearly showed a pool both in the amenities filter and in multiple photos. It was a decisive factor for me, especially during low season in Portugal where swimming options are limited and the hotel is in a remote location. Upon arrival I discovered there is no pool at all. The hotel staff confirmed that the pool was removed years ago and that they had informed all major booking platforms (including Hotels.com) long before my stay. Despite this, Hotels.com continued to display outdated images and information. This made my entire stay significantly worse. Hotels.com has acknowledged the issue but only offered ~10% compensation in the form of a restrictive voucher that requires a new booking. This is not acceptable for a 10-night stay based on misleading information. I recommend that future guests always contact the hotel directly to verify amenities before booking through this platform. Very disappointing experience.