Five Design Rooftop by Storytellers — Hotel in Funchal

Unfortunately my experience wasn't very positive. I'll send this feedback to Priceline so that hopefully the process can be improved to save other people from frustration.

Here's an outline of what happened. I booked my stay on priceline.com, I received an email with incomplete data on the property. Only the name of the apartment and the street name. No street number, no phone number, no email address, etc... The email had a map, but the pin was dropped in the wrong location. The email said that I would need to contact the property for check in instructions, but as stated above, I had no way of contacting the property. I arrived in the city, found the street, realized that the map data that priceline was not correct. As an alternative I checked Google Maps, but it had the apartment listed in a different location which was also incorrect. I walked the length of the street multiple times asking people if they knew of the property (without success). However, I eventually found the property. I was locked out -- a PIN pad was on the door, but I had never received any check in data. I called Priceline (paying international roaming charges) and was transferred to Agoda. I explained to the rep that I was locked out and had no way of contacting the owner who was based elsewhere. The rep could not find any contact info but said she would try to find it and put me on hold. After 31 minutes I hung up. Another second guest arrived (returned) so I followed them in and stood in the entryway. They said they also had trouble with their arrival. They did not have contact info for the owner. A third guest arrived, I let them in and, surprise, they were also trying to reach the owner. They had used Booking.com and after calling the Booking CSR line they were given an emergency phone number for the owner and reached him. They gave me the owner's number. I called the owner and he (eventually) found my reservation but stated that the unit had been double booked and no more rooms were available in the building. The owner said he would find a room for me at his other property on another street and I was able to get in at that site. In all, it took 90 minutes just to get a hold of the owner and priceline was not able to provide any assistance.

For double booking, I consider the owner to be responsible. For conveying accurate and complete check-in data, I hold Priceline responsible. Claiming that "someone else" will relay the info to me introduces unneeded complication and a mode of failure. Someone at Priceline created the template for the reservation. Why would the location data and contact info be included? An emergency contact number at least.

Staying at a hotel would have been much...

As our flight was cancelled we needed accomodation quickly, so we booked this place 30 minutes before check-in time. The operator did not realize there is a booking, so when I called her (after check in time) she was surprised, and we needed to wait around 20 minutes to get the access code. From then, everything worked perfectly fine:) The location is just perfect, on a parallel street with the main shopping street, so everything is in a walking distance (eg. Santa Maria street or the Market Hall). As the name shows, it is located on a quite high floor with a stunning view to Funchal. The access is working with codes only, so it is super smooth. The apartment is spacious, well-equipped and comfortable - one small detail: the toilette was leaking. AC was working which was a big help in drying our clothes. Wifi is free and fast, and the breakfast was hung on the door before we woke up. It was perfectly enough for 2 people with pastries, fruits and juices. Overall great accomodation, I would...

I am absolutely dissatisfied and angry with this hotel. It is totally not worth the money. Our room was very badly taken care of: dirty sofa, bad smell, wallpapers that need renewal, super not comfortable ( you can feel the springs of the mattress) two single beds pushed together as a double bed (of course with the hole in between). The apartment windows are so badly isolated from the street light and sound (and it is a very noisy street especially during the night that I really struggled to sleep. Breakfast is very poor,kitchen cutlery is even worst. We have found out that the building's elevator license hasn't been updated since mid 2021 which is quite dangerous. On top of that we have pre ordered a taxi to the airport to make sure that we have transport at 3.30 am but it has never showed up. After waitong for 15min we were lucky to catch bolt and make it to the...