M'ar de Ar Aqueduto — Hotel in Évora

IF the hotel provided good service, it should receive 3 stars because it is extremely dated. Many furnishings had peeling up lament on drawers and in bathrooms, and stains in the multiple rooms our party stayed in. The owners of this hotel do not seem to want to put any money into updated or refurbishing. BUT, for only $125 a night, I was doubtful it was "4 star hotel" as it advertised. The location was ok as Evora is many 1-way streets and narrow, so being on the outside of town was easier for driving in and out. I also get the impression the staff is unhappy and does not perhaps like their job or the owners. We arrived early and left our luggage with specific instructions communicated to the front desk and when we returned and luggage was delivered to our room, items were broken and ruined. To add insult to injury, the older man that called himself the front desk manager accused us of causing the damage ourselves, rather than providing assistance to even clean their mess or compensate for damages to our belongings. We WERE offered to move to other rooms which both offered were less than desirable and had awful odors in the rooms that hit immediately upon opening the door, and one with a view of a graffiti covered wall. To say the least our party was less than impressed with this establishment and horrified with the service. The last thing I'd do is to ruin my own sentimental belongings on my vacation in an attempt to wrongfully blame a hotel worker and spend my time cleaning and running around trying to get help from staff, instead of on a fun holiday! While I understand there may be bad people that get a kick out of that, any type of investigation would have clearly shown that it was just not possible for us to have caused all the mess and ruin to our own personal items that occurred actually when our luggage was delivered and damaged. I was given contact information for Mr Luis Marcao, hotel manager, and reached out to him mulitple times regarding the entire event. I have not had any word in response to this. The hotel DID clean the damaged luggage and offered 1 bottle of their cheapest wine on the menu. Sad response for their staff's error with our luggage, and poor handling of the aftermath caused in the room of a HUGE mess that took us hours to get the mess cleaned, our personal items cleaned and many of our things had to be just thrown away because they...

I just had my wedding here in July. We privatized the entire hotel in order to have the wedding in the garden and to stay late. I'd like to start by saying that the service of the staff at the hotel is above excellent. They did so much for all of us and were so friendly and helpful, especially Antonio and Marcelo who were the Head of service and bartender of our wedding, you and your team did an incredible job and we are so thankful. However, the general manager of the hotel group and the hotel wedding co-ordinator didn't communicate well with us on many key issues leading up to the wedding and that was extremely disappointing. We booked this venue for its beautiful outdoor area and view of the aqueduct 2 years in advance and then I received a call 7 days before my wedding telling me that there was slight construction in the garden that wouldn't be finished on time. I asked for photos and didn't receive anything for nearly 2 days so I had to go through several reviews to see what they meant. I couldn't believe my eyes when I saw a major construction zone in the dead center of the garden. I was told that its really not that bad or much different and I shouldn't be worried but honestly, it was a horrible, large area around 100 metre square covered by hideous green tarps. We also picked this venue to be able to stay late and requested a special licence from the town to have the music outside. I was told that we could have music until 4 and clear out by 5 am. At 3 am, my DJ comes up to me confused telling me that he has been told to pack up and finish. I was specifically told 4 am and that it a key reason as to why we chose this venue. As a hotel stay, this place is excellent and if I had a regular stay then I'm sure I'd leave happy. But, as a wedding venue, they need to do a lot to improve their organisation and communication. I sent the general manager and hotel coordinator an email on my wedding night because so many small issues occurred and I wanted to speak to them about it the next day and I never received any response from either. We had 2 engaged couples at our wedding who were seriously considering the venue and then decided not to use the hotel after our...

What Really Happened: We stayed at room 130. First thing we noticed that the room wasn't cleaned properly. There was a hair conditioner lid on the washroom floor and some dirt on the floor as well. The patio chair had used pool towel on it. We were staying one day so we just ignored it. At midnight there was bang, bang sound coming from garage. I think they were doing maintenance. When we woke up in the morning, we found out that bed was wet on the feet side. Then we realize ceiling was leaking.

Action taken by the hotel staff: We called concierge. They sent a guy and he saw the ceiling was leaking. He told us they will investigate after when we checked out. I captured the water dripping from the ceiling on my cellphone to document the incident.

I filled a compliance at concierge and wanted to talk to manager. Manager told to front desk that he is busy cant meet with us. He told concierge to take our credit card information so they can return the room fee. I gave the information and checked out of hotel.

After we checked out: I received email from hotel on 21.07.2019

Dear Mr. Murat D.

Please accept our apologies for all issues regarding your reservation, and stay at our Hotel Aqueduto. We understand that the situations related to the front-desk were very unpleasant, and do not reflect the standards of our services. Although it not erases your experience, we want to refund you for the cost of the room, and for that reason we need you to inform us your bank details.

With our kind regards,

Eunice M. Management Assistant

I did provide the information but did not get any refund till this day. The whole experience was terrible. I expected the hotel management to act responsibly and act but that was not the case.

The same hotel has a 4 star hotel as well. I would stay away from the both the hotels since it is run by the...