Koolhouse Porto — Hotel in Porto

Verbal abuse and harassment ||||Stayed at Koolhouse Porto for 2 nights. Nice room but quite noisy since it was facing the main street. ||||I left one luggage since I was coming back to the hotel on June 9 after my Camino de Santiago walk and the other bag was to be given to the luggage transfer company. Anyway for whatever reason, the wrong bag was sent - the owner / manager (Luis) says it was the fault of the luggage company while they say the wrong bag was given to them! Mistakes happen- no worries. We need to move on and find a solution. ||||On Day 1, after I walked 30 km from Porto to Mindelo, I found the wrong bag was delivered! So I called Luis ( by the way, he never replies on WhatsApp even during my stay - there’s self-check in etc, so I never even met him in the 2 days) ||||He just started shouting and being extremely verbally abusive and unpleasant. He says he realised the wrong bag was sent around noon, and contacted the luggage company. When I called him he couldn’t stop shouting for no reason at all without even listening to me and repeated more than 10 times “I don’t care” , “it’s not my problem”, and absolutely refused to help in any way. I even asked if he could send me the bag at MY expense by taxi but he refused. He insisted that I come back to collect it myself. Ridiculous !!!! The very kind elderly lady at my bed and breakfast place in Mindelo thought she could speak with Luis in Portuguese to explain better incase he didn’t understand the problem and even she was shouted and abused viciously - she was so disturbed and shocked and we both really could not understand this arrogant, rude, unreasonable behaviour . Absolutely shocking that a person like Luis is working in an industry like hotels with ZERO customer service mindset. Even the luggage transfer company said he lied and it was he that gave the wrong bag to the driver - obviously they would not “select” which bag to pick up - Luis’ story !! ||||Finally I had to boost this crazy man’s ego and had to apologise just so that he would agree to let the luggage company pick it up the next morning and bring it to me , resulting in my incurring so much extra expense . ||||It goes without saying that I have canceled the booking for next weekend. ||||Luis - I suggest you take customer service and anger management courses and be honest, polite and reasonable. You made the error and just to avoid responsibility, blamed everyone else and were awfully rude and abusive. Learn to treat people especially guests with respect. Not once did I , the mindelo lady not the luggage company blame you , we just tried to find a solution, with a calm, peaceful and reasonable tone. ||||If you’re the manager , I think you need to be fired . Maybe you were having a bad day. ||||ALL Portuguese people have been so amazing in my trip so far except for you. ||||The luggage company and the lady in Mindelo apologised to me and were so ashamed (as fellow Portuguese) to hear how you spoke to all of us. Feedback from the luggage company - “This person has no education on how to treat guests especially pilgrims”.||||Please reflect on this rather than try to give some...

Verbal abuse and harassment

Stayed at Koolhouse Porto for 2 nights. Nice room but quite noisy since it was facing the main street.

I left one luggage since I was coming back to the hotel on June 9 after my Camino de Santiago walk and the other bag was to be given to the luggage transfer company. Anyway for whatever reason, the wrong bag was sent - the owner / manager (Luis) says it was the fault of the luggage company while they say the wrong bag was given to them! Mistakes happen- no worries. We need to move on and find a solution.

On Day 1, after I walked 30 km from Porto to Mindelo, I found the wrong bag was delivered! So I called Luis ( by the way, he never replies on WhatsApp even during my stay - there’s self-check in etc, so I never even met him in the 2 days)

He just started shouting and being extremely verbally abusive and unpleasant. He says he realised the wrong bag was sent around noon, and contacted the luggage company. When I called him he couldn’t stop shouting for no reason at all without even listening to me and repeated more than 10 times “I don’t care” , “it’s not my problem”, and absolutely refused to help in any way. I even asked if he could send me the bag at MY expense by taxi but he refused. He insisted that I come back to collect it myself. Ridiculous !!!! The very kind elderly lady at my bed and breakfast place in Mindelo thought she could speak with Luis in Portuguese to explain better incase he didn’t understand the problem and even she was shouted and abused viciously - she was so disturbed and shocked and we both really could not understand this arrogant, rude, unreasonable behaviour . Absolutely shocking that a person like Luis is working in an industry like hotels with ZERO customer service mindset. Even the luggage transfer company said he lied and it was he that gave the wrong bag to the driver - obviously they would not “select” which bag to pick up - Luis’ story !!

Finally I had to boost this crazy man’s ego and had to apologise just so that he would agree to let the luggage company pick it up the next morning and bring it to me , resulting in my incurring so much extra expense .

It goes without saying that I have canceled the booking for next weekend.

Luis - I suggest you take customer service and anger management courses and be honest, polite and reasonable. You made the error and just to avoid responsibility, blamed everyone else and were awfully rude and abusive. Learn to treat people especially guests with respect. Not once did I , the mindelo lady not the luggage company blame you , we just tried to find a solution, with a calm, peaceful and reasonable tone.

If you’re the manager , I think you need to be fired . Maybe you were having a bad day.

ALL Portuguese people have been so amazing in my trip so far except for you.

The luggage company and the lady in Mindelo apologised to me and were so ashamed (as fellow Portuguese) to hear how you spoke to all of us. Feedback from the luggage company - “This person has no education on how to treat guests especially pilgrims”.

Please reflect on this rather than try to give some...

The room wasn't as advertised. It never said that the room was ground floor with the window facing the street. Thus, it was loud. However, the worst was the fact that the staff didn't answer messages, we had to call them to clarify the issues, and when they answered via messaging then only very late in the evening. As we complained about the room, they said they were fully booked and only very late in the evening at around 10 pm they proposed that we can switch to another hotel with a refund. This was way too late for us. We would have needed to spend the whole next morning to try to find a new place, not knowing if this was even possible. So we were forced to stay. Would have been better to offer this option when I messaged the guy in the morning announcing we were about to board the flight! The second and probably worst thing about this place: it was extremely humid and cold!! There was central heating in the room that didn't work. This explained the small electric heater in the room. We used it at max. capacity but it did little to warm up the room. The blankets were also way to thin for a cold room like that. As we stayed only 2 nights we decided the next morning to endure yet another night as the staff had proven to be unreliable and even if we had complained they wouldn't have...