Luna Hotel Serra da Estrela

The staff is friendly and helpful. The location is excellent, near the natural reserve and landmark Torre. Guests enjoyed the delicious breakfast, enhancing their overall experience.

The hotel is old and overdue for renovation. The pool, part of which is advertised as outdoor, is actually covered by a blurry plastic hood. For all this I would have given it three stars, but the story I describe below completely disappointed me. I drive an electric car and before arriving I phoned the hotel and made sure that there was a charger. When I arrived and asked at reception to charge, I was told that there was no charger, or rather that there was, but it was for the hotel's internal use only. I pointed out that I had called and clarified in advance and that I was expecting charging at the hotel and I only had 10% left now. The lady went off to call the manager. I was refused to charge and the only option they offered me was to go to another hotel where they said there were public charging facilities. I went there, but they also refused to provide a charger, telling me that their charger was also for internal use only. I went back to the hotel, ending up wasting almost all my remaining charge. Informed the lady at reception that I had a fully discharged car and needed a charger urgently. I asked to speak to the manager directly but I was refused. She called the manager again and informed me that I was allowed to use the charger, but for no longer than one hour during dinner. That was enough to drive to Covilha, and fast charge there. I ended up spending the whole evening on this problem and came back late at night. I was completely disappointed with the totally awful attitude. Firstly it is impossible to imagine a large and expensive hotel that doesn't have a charger. Secondly I was given false information on the phone. But most importantly, the hotel staff, particularly the mysterious manager on the phone felt absolutely no guilt for the situation and was completely indifferent to the situation in which he put the guest. And stubbornly refused to simply allow his equipment to be used to save the situation. I would like to know the name of the manager who was so indifferent to guests, forcing them into a helpless situation and spending hours of their time to resolve it, but unfortunately he avoided direct contact and was hiding behind the receptionist. The situation took place on 27.12.2022.