I booked four nights at this hotel in Porto as a Rewards Gold member with Hotels.com, expecting benefits like early check-in, late check-out, and room upgrades. I emailed the hotel a day before arrival to request early check-in, but received a brief response stating it depended on availability. Upon arrival, I was told my room would be ready in an hour, but I waited over 1.5 hours and got my room at the original check-in time of 3 pm.
Regarding the room upgrade, I received an email the day before arrival suggesting I could pay for an upgrade. I hoped my Rewards Gold status would secure a complimentary upgrade, but the room I received was on the 3rd floor with a noisy road outside. The toilet was smelly, and the air quality was poor. I requested a different room and was moved to a quieter ground floor room with a view of a grey wall and a strong chlorine smell.
Overall, my experience with this hotel was poor. I suggest looking elsewhere, as it seems the hotel does not value Hotels.com customers. If they do not want to honor Rewards Gold benefits, they should reconsider their partnership with the platform.