Douro Visit House

Sadly having booked and paid for this hotel to end the day motorcycling up the Duoro Valley we had an email from you late the night before confirming that the booking could not be honoured and to ring your reservation services line. Which we did twice hoping for an offer of alternative accommodation. Rather than wait on the line your employee (Jimena) confirmed he would ring us back with alternatives. He never did - nor did anybody else. We rang first thing in the morning having had nothing but a duplicate of the original email overnight (circa 0230 Porto time). Clearly no meaningful support could be expected so we requested a full refund and booked an alternative hotel ourselves. Overall not a very customer centric and sympathetic response. To add to the disruption this was my husbands birthday too! We welcome your response.