This review is NOT about the physical hotel as I have already cancelled the booking in huge frustration. I booked this hotel for me and a friend for a Portugal trip in January solely based all the positive feedbacks given here. My friend who lives in Hong Kong needs to apply for a Schengen visa for this trip, and the documents required includes confirmations of booking sent from the reservation divisions of the hotels (not the automatic confirmation sent by email). These had to be done quickly otherwise the appointment for visa application of my friend would be missed.
For the four hotels in 4 different cities I booked initially, three of them responded within days and sent the required document scans quickly. The only exception is Sintra Boutique hotel - they did not respond after a week. The hotel was very easily reached by phone and the staffs at the reception were very polite with very good English Skills. For every call I dropped during the 5 days followed that week, what they always stated was that the director/manager/management team was processing/analysing/assessing my request. They also said that there was nothing they can do about it/it was not in their hands. I never got the chance to speak to any managers of the hotel. There was no guaranteed time for this confirmation to be sent to me whatsoever. After days of calling and receiving the same answer from the friendly staff at the reception, I finally gave up this morning as tomorrow is the date for the visa application appointment for my friend. I cancelled the booking and booked another top-rated hotel in Sintra. The confirmation was sent within 10 minutes after request.
This hotel may be brilliant in offering all kinds of services after you arrive - as it can be observed from most of the previous reviews posted here. However, for such a simple task of producing an original letter confirming our booking, the management team/manager/director of this hotel showed utter incompetence and a serious lack of awareness and empathy towards customers. And this caused serious psychological strain for me and my friend. The comparison of the efficiencies between this hotel and the others is incredible. Just bear in mind.
- Official Description (provided by the hotel):
- We are the Boutique Hotel, in the boutique destination that is Sintra where the contemporary art pieces and bespoke decorated rooms will be waiting for you.SBH Group ... more less
- Reservation Options:
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