Tivoli Kopke Porto Gaia Hotel

"Unfortunately, a very disappointing experience for a 5-star hotel, with the most concerning issue being the handling of our final bill. At checkout, we were simply presented with a card machine asking us to pay almost €400 in additional charges, on top of approximately €260 already blocked on our card, without first being shown the bill. When we asked to review it, we were briefly shown it on an iPad screen, where the bill kept disappearing. We quickly spotted a €390 dinner that was not ours. We were not provided with a printed copy and had to ask several times to view the bill on the iPad. On the third time reviewing it, we found a €30+ tip associated with the incorrect dinner as well. The attitude we received made us feel like a nuisance for requesting to properly review a bill in which we had already identified serious errors. There were also several problems with the benefits advertised with our room. The complimentary 25-minute spa massage was initially denied, despite still being advertised on Tivoli’s own website. Only after providing a screenshot did the hotel agree to honour it, but despite contacting the spa several days in advance, we received no response until after checking in, when there were no suitable appointment times left during our stay. Our requested pillow for my partner was not provided, the minibar was not refilled as promised, and the hotel later tried to charge us for the minibar drinks despite them being complimentary. The spa and sauna were fully booked for most of our stay, and we were unable to get the advertised late checkout. Overall, there were simply too many discrepancies and too much effort required on our side to receive benefits that were promised and to ensure we were charged correctly. We have rarely experienced this level of confusion and poor attention to detail, and especially for a 5-star hotel, we expected considerably better."

"Possibly the greatest hotel of all time. 10/10. Views, accommodations, location, staff. Absolutely incredible."

"Our stay at Tivoli Kopke Porto Gaia Hotel was perfect. Right the way from check in where we received a complimentary glass of Port, to the most amazing view from our room, right the way through to an easy and stress free check out. The hotel staff were so accommodating and could not do enough for us. We had already booked a number of restaurants before arriving so did not try any of the restaurants, but we definitely intend on returning and trying the food!"