Hotel Moon & Sun Braga — Hotel in Braga

Update on 6/Ago/2024: After a week of the review, we received a phone call from the operations director of Moon & Sun Hotels (Fernando Cunha) which apologised to me and my family for the situation we've experienced. We were given the reassurance that our experience was not the norm, it was an exception to the rule. I felt it was an honest call, and after the call, we feel compelled to stay again at Moon & Sun hotels, and hopefully have a better experience.

Original review on 29/Jul/2024: The stay at Moon & Sun wasn't a good experience: We reserved a Premium Double bedroom by phone, so that we could request an additional bed for my child, if needed. However, we were given a Standard Twin bedroom. When we asked why we weren't given what was specified in the reservation, we were simply told the hotel was fully booked and that there wasn't any other option available. Given the circumstance, I've asked for an additional bed to be placed in the bedroom. The receptionist said he couldn't do it because he was alone and he didn't know how to do it. The bedroom was ant-infested, and my wife and child had several stings on their legs and arms. Upon turning the air conditioning off, the bedroom showed a bad smell, coming from the bathroom (sewage-like smell). At the checkout, we talked with the receptionist and he acted like he couldn't do anything about it. We then asked to speak with the hotel manager, but the receptionist said the hotel manager was away, and didn't allow us to speak with him over the phone directly. The receptionist called the manager himself, and after 30 mins of them speaking, we were given 20% discount. We asked for the Red Book (complaints book) and the receptionist refused to give it to us. We were already late for a meeting, so we accepted the 20% discount and didn't make a scene or called the authorities.

Overall, a bad experience. The hotel looked like it was bring run by amateurs,...

I'd like to divide this review into two parts.||||The first is when me and my family physically visited this hotel. The girl at the reception was amazingly sweet and even spoke Spanish and helped us with our luggages while we visited around the place. The rooms were amazing, and my whole family's favourite part was the amazing breakfast buffet. A genuine 10/10. This hotel had already left a good impression on us, but the real part came later.||||A day after checking out of the hotel, we realised we had lost a stuffed animal, a bunny to be exact, nothing of monetary value, but of huge significance to us. So, we decided to contact the hotel, who after looking throughly and answering all our questions admitted to not finding it.||I'd given up on the hopes of finding it, but this hotel didn't.||They got in contact with the room cleaning services, spoke to dozens of people, and actually managed to find it, and shipped it back to Spain quickly.||A huge thanks to all the...

I'd like to divide this review into two parts.

The first is when me and my family physically visited this hotel. The girl at the reception was amazingly sweet and even spoke Spanish and helped us with our luggages while we visited around the place. The rooms were amazing, and my whole family's favourite part was the amazing breakfast buffet. A genuine 10/10. This hotel had already left a good impression on us, but the real part came later.

A day after checking out of the hotel, we realised we had lost a stuffed animal, a bunny to be exact, nothing of monetary value, but of huge significance to us. So, we decided to contact the hotel, who after looking throughly and answering all our questions admitted to not finding it. I'd given up on the hopes of finding it, but this hotel didn't. They got in contact with the room cleaning services, spoke to dozens of people, and actually managed to find it, and shipped it back to Spain quickly. A huge thanks to all the...