Hotel Torre Praia — Hotel in Porto Santo

I am deeply disappointed with my recent experience at Hotel Torre Praia. Despite multiple attempts to contact the hotel regarding an honest mistake with my reservation (wrong location), the response from the hotel staff was slow and unhelpful. After finally replying, we were offered some ‘solutions’ which were impractical and even unrealistic. The hotel must have realised we wouldn’t be able to use any of the options. How clever of them.

Despite Booking.com’s willingness to waive their commission fees to facilitate a refund, the hotel refused to make any exceptions to their policy. We did not stay at the hotel and informed them well in advance of our check-in date. Despite this, the hotel decided to keep the full amount for our 7-day stay, which was approximately €700+.

To make things worse, we couldn’t get any information as to who was responsible for the decision. The hotel Manager kept responding ‘’we are obliged to stick to the policy” and never answered the question who the said ‘’we” was.

It is difficult to understand how the hotel management can feel good about such a decision, especially given the circumstances of our honest mistake and the ample time they had to rebook the room (we contacted them a week before the trip).

After a few attempts of resolving the case, we sent a formal email of complaint. We never got a reply, neither from the Manager handling our case, nor from any of the people who received a copy.

Unfortunately, it appears that the hotel’s priority is the financial gain, even if it means taking advantage of unfortunate situations. Based on other reviews, it’s not the first time, the hotel seems to operate under ‘’easy money” policy.

The lack of flexibility and empathy from the hotel staff was extremely disappointing. The lack of proper and due communication is just unprofessional. Their unwillingness to accommodate our situation, despite the clear communication and support from Booking.com, reflects poorly on their customer service.

I would not recommend this...

Most of the reviews are definitely biased or fake, beware! Without a doubt the most overpriced, overestimated hotel I've been to in my whole life. With a 18-year experierence as a traveller and digital nomad, so I've seen more than a couple hotels... Rooms are old, especially the toilet and the bed. TV is okay. Don't expect it to be a real 4-star hotel and definitely don't compare it to 4-star hotels that you could find in Madeira. They are on another planet, literally. Restaurant service is mediocre: breakfast is fine but I definitely suggest avoiding lunch and dinner if you have a taste for good (or even decent) food. Wheareas the hotel has few services, they are all to be paid separately: want a chair and an umbrella on the beach? Extra charge. Play squash? Extra charge. Good internet? Extra charge. Something else? They just don't have it.

Oh, there's more! If you come with the Lobo Marinho ferry from Funchal, they don't even have a shuttle service.

It could be a mediocre 3 star hotel anywhere else in the world. Right price should be 70€ per night, which is little higher than half of what we paid, but I wouldn't come back even at that price.

In Italy we might be accustomed to very high hospitality standards, but Torre Praia is far behind even...

While having a month long stay in Funchal, I visited the ticket office for the Porto Santo ferry to look an options for an overnight stay on the island. Learned ferry does not go on Tuesdays so booked Sunday morning with return on Monday evening ferry. Booked this hotel with a sea view room with twin beds. The ticket agent called the hotel and made the booking. Once we arrived at the hotel, we were told the seaview rooms do not offer twin beds, only the standard rooms and side sea view rooms did. Odd that the ticket agent in Funchal did not know this. The hotel was not overly busy in late March. Beach access is fantastic and we walked from shuttle bus that drops you in town to the hotel. Breakfast was not overly ambitious. We walked down beach for dinner at a beach restaurant that...