Duas Torres

"I booked a Standard Studio with a Sea View at Duas Torres (10/01-18/01) via Travel Up. Despite being a repeat guest, I was placed in a substandard "Annexe" unit not shown on the website or booking options. ​Key Issues: ​Safety: The bathroom contains an ordinary 230V socket in a "wet zone" (less than 1m from water), which is a lethal violation of Portuguese safety standards. The boiler plug also has exposed wiring. Broken wardrobe, filthy, mouldy shower, slippery shower tray, broken sharp edged towel storage.. ​Misrepresentation: The annexe is significantly smaller and of inferior quality compared to the main 4-star building. ​Discrimination: It is observable that British guests are being relegated to these units while other nationalities are prioritized for the main building. ​Travel Up has ignored my pleas for help despite receiving photos of these hazards. I have been treated like a second-class citizen in accommodation that does not meet basic safety or quality regulations. I have escalated this to the Madeiran Tourist Authorities and"

"I had a two day flight delay, completely outside my control...Duas Torres still refused to refund even one of the three nights I couldn’t stay. No flexibility no empathy, nothing. Just the same cold “policy is policy” line while they kept the full amount Lastminute actually tried to help...They contacted the hotel multiple times, escalated it, pushed for a fair solution. Duas Torres still refused. So the issue wasn’t the booking agent — it was the hotel digging their heels in. What really set off alarm bells was how deliberately difficult they make it to reach them....They still list their old email (starts with "info") on Lastminute and even on their own website ...the one international travellers rely on. When you try to contact them, suddenly it’s “ that’s our old email, we have a new one.” Right. Convenient. If it’s old, why is it still the only one displayed everywhere? Why is that the email they give to booking platforms? Why does it conveneintly go nowhere? It feels like a tactic .. keep the outdated email up, let messages disappear into a void, then use the “that’s our old email” excuse to avoid dealing with guests properly. Because that email was useless.. I had no choice but to call their local Portugues number directly ,cost a ridiculous amount ... just to hear the same scripted refusal. Theyre not on WhatsApp either, which basically every modern hotel uses. Another barrier. Another hoop...Another way to make sure internatianal guests have limited ways to reach them. The whole experience made one thing clear.. If anything goes wrong with your trip — even something completely outside your control — Duas Torres will hide behind excuses, outdated contact details, and “policy” while keeping your money. There are plenty of hotels in Madeira that actually care about their guests. This one clearly doesn’t."

"We had a lovely stay at Hotel Duas Torres, especially thanks to the spacious studio with kitchen facilities, a very comfy bed, and a fantastic sea view. The hotel was very clean and fresh flower bouquets at the reception added a charming touch. The swimming-pool area was spotless and the gardens beautifully maintained. However, the best asset the hotel has is definitely the team. The reception staff were welcoming, attentive, and very helpful. Every recommendation, especially for restaurants, turned out excellent. Our trip had a special purpose, and although the tour operator ruined THE actual day, the hotel staff did their best to give us a memorable one. Thank you, Sofia and team. Can´t wait to return to beautiful Madeira! Room for improvement: - perhaps the opening hours of the jacuzzi could be extended so the guests that return from the tours late afternoon could also enjoy it. - I missed amenities aside from shampoo and soap, also basic items like an iron."