The Independente Suites & Terrace

"I would like to share my experience and warn other customers about some customer relationship practice of this hotel, particularly anyone holding a Wonderbox gift voucher. I contacted this hotel to book two rooms for four nights, from 21 to 25 October. The hotel confirmed to me in writing that two suites were available for those dates and quoted a price of €630 per suite for four nights, on a non-refundable basis. The rooms were therefore clearly available, and the hotel was perfectly willing to accept my reservation at the standard rate. I confirmed that I wanted to book the two rooms and then explained that I had a Wonderbox voucher covering three nights (450€). I was, of course, fully prepared to pay the difference myself, and of course all additional nights and any extra services. And then, rather surprisingly, the situation changed completely. As soon as I mentioned Wonderbox, I was informed by the supervisor that the hotel “no longer accepts Wonderbox vouchers”, supposedly because the property would soon be closing for renovation the next month.... This explanation made zero sense and is particularly difficult to understand given that the hotel had just confirmed that the rooms were available for my requested dates and that i do not see the link with a closure or works at a later date than the asked booking. More importantly, hotel rooms for the same dates continue to be offered and available for booking on Booking.com (see attached pictures). So the situation appears very straightforward: rooms are available when booking at the normal rate, both according to the hotel itself and through Booking.com, but as soon as I mentioned that I wanted to use my Wonderbox voucher, the voucher was suddenly no longer accepted even tough I proposed to pay additional nights at the rate of the hotel and as the Wonderbox rates are also not much cheaper. Yet the hotel continues to be presented to Wonderbox customers as a partner property. If the hotel no longer accepts Wonderbox vouchers, why is it still listed as a Wonderbox partner? Alternatively, are Wonderbox vouchers only accepted when it suits the hotel, for example during less busy periods, despite posting availabilities, or does the hotel expects that the voucher lapse and hope that customers never use the vouchers? From a customer’s perspective, this is extremely misleading. You select a hotel because it is offered as part of your Wonderbox gift package, check availability, receive written confirmation from the hotel that rooms are available and obtain its rates, only to discover that the voucher becomes unusable once you actually say that you intend to use it. For complete transparency, I am attaching screenshots of my email exchanges with the hotel, including its written confirmation of availability and pricing, together with screenshots showing that rooms for the requested dates were still available for booking on Booking.com. Readers can therefore see the facts and chronology for themselves. I find this practice unacceptable and the whole experience has left me feeling seriously misled. I would strongly advise anyone to be extremely cautious before booking this hotel given this highly disappointing experience as the commercial practice of this hotel and its management inspires absolutely no confidence. Of course, I reported it to Wonderbox so that they better choose their partners."

"Great location, with a beautiful view of the miradouro of São Pedro de Alcântara. The street is noisy, the hotel is noisy but that did not stop us from sleeping very well! Special mention to the very kind and very helpful staff. Very good breakfast. I recommend!"