Memória Porto FLH Hotels — Hotel in Porto

Long but worth the read * We originally booked a stay at this hotel back in March2024. After booking online through their website ,we chose to pay at the hotel with the cancellation option in case we needed to make any changes on our vacation while visiting beautiful Portugal. Immediately upon booking the full amount was taken from our Credit Card to which I contacted the hotel and addressed the issue. After not returning my emails I reached out again as I was now quite concerned as this amount equaled over $1500. Canadian dollars and for them to take payment nearly 5 months in advance was concerning when I didn’t authorize .I also felt that if we wanted to make changes or cancel ,any recourse would be that much harder ( little did I realize) . After finally receiving an email from Luiz on the reservation team , he stated it was an error on their part and this could be handled in two ways…the following is an exact copy/ paste from our emails “ I apologize, as we have already charged for your reservation, in this case, we can do it in two ways as your reservation has free cancellation up to 72 hours before check in. We can refund your money now or if you want, you can let us know later (up to 72 hours before check in) if you don't come to the Hotel and cancellation is free and we will refund your money. The charge was our error, I apologize but the good thing is that we already have everything registered here via email.” March 7th I responded with an email after feeling a little nervous as to the whole situation and talking to my husband we decided to fully cancel our booking “As of this date we are going to cancel our reservation fully and will rebook once we re-confirm our amended travel arrangements. Can you please refund the full amount onto our credit card” I sent emails on March 8th and March 11th with no contact and finally after sending the following “Good day Luiz, I have not to date received a reply to any of my emails, as to our cancellation of our booking in August and the refund on the payment that was taken in error. I understand that you must be very busy, but I would appreciate a quick response to confirm that this has been completed as soon as possible, as I will be contacting our credit card company at the end of this day. I look forward to hearing from you.” I finally received a response from him. “Thank you for your patience, or our coordinator got sick, I'll see if I can make by myself this refund for you tomorrow. Don’t worry, that your money will be refunded to your account, these problems happened. We finally received a refund March 16-17th . At NO point was I told or Luiz mentioned that I was now to go online and Cancel my reservation from their website , even though I stated that we were cancelling in every email correspondence I sent to him. Forward 5 months to August 27th and the shock I got when over $1500 was taken from my CC , after emailing Luiz as to their error I finally received an email saying “ We did not receive any cancellation from you for the reservation made on our website, so the reservation was active, and we did not sell the room. Cancellation should be done through our own website, as you made your reservation there. Given this situation, we are unable to refund the reservation.“ I am shocked and disappointed that this has been done and feel that this hotel and Luiz was very dishonest in their approach from day one. I am also surprised and suspicious as every hotel we have stayed at since arriving in Portugal has emailed us in advance of our upcoming stay , we never received anything from Memoria which at that time I would have been able to cancel at least 3 of the 4 nights! I have now gone to our credit card company to dispute this. Upsetting to have to deal with this after having such a wonderful trip to Portugal, meeting so many kind people. Please be careful with this hotel and chain . I am sorry that I do not have anything positive to write other than be ver careful on your Credit Card and what info...

Stayed at the hotel from 22/11/24 for three nights. I booked online via booking.com. ||Got an Uber from the airport to the hotel, the Ubers are very reasonably priced in Porto. ||Check in was quick and we were welcomed by a friendly gentleman on reception. We were given port wine and we were shown where breakfast would be, there is also a free afternoon tea which we were unaware about. This is also very nice after a long day walking around Porto. ||We were allocated a room on the top floor, room 402 with a great view of the river. The room was spacious, very clean modern with nice touches. There was a large shower and toilet which were separate. One thing to note would be that if you are quite new in a relationship then you may need to think again about staying in one of these rooms as they don’t leave much to the imagination. The bed was very comfortable, the room had a SMEG kettle and tv with a massive choice of TV channels. The one criticism I would say if the room was that there was not much wardrobe space and nowhere to hand wet clothes to dry such as a coat hanger as you enter the room. The room also had a mini fridge which was chargeable. We did not use the safe. ||The breakfast was a standard continental breakfast, and we had no complaints. The kitchen staff will make scrambled eggs if you ask. ||I told the hotel it was our wedding anniversary and they gifted us a bottle of wine, chocolates and left a nice note on our bed with decoration. ||Location - very good, close to the river area, and a walk up the hill to Bolhao. The one thing about Porto is there are plenty of hills so if you don’t fancy walking get an Uber as they really are cheap. ||I would 100% recommend this hotel and if I am in Porto again I would stay here...

A very rustic hotel. We had checked in on line so the check in process was quick and easy. We were offered a glass of port which was a lovely touch. |All the staff we encountered were friendly. |Room was lovely with a river view. No tea/cofffee facilities in room but the staff during check in had told us that the breakfast room was available 24 hours and was laid out with water and a coffee machine and we could help ourselves and take drinks to our room. |Storage space in the room was quite limited, no drawers and hanging space was minimal, however for a short stay did not cause any hassle. |Bathroom was modern with plenty of toiletries, towels, slippers and a hairdryer. |Breakfast was lovely, not a massive choice but more than adequate, you could ask for eggs to be cooked as well. |We were told that at 2pm they laid out cakes and biscuits and again the coffee/tea facilities were available. This was a lovely touch which we used every day. |Luggage was stored for the last day and plenty of umbrellas available as the weather was very unpredictable with lots of rain. |The hotel is in a good location, very close to the river and to Riberia square where there were a vast array of bars and restaurants. ||We loved the little touches the hotel offered, chocolates on the bed and a hand written welcome note on day one. A bottle of wine and a note to mark my husbands birthday. |We will definitely return to Porto and will use this...