Monte Prado Hotel & Spa

We mistakenly booked the hotel in the wrong area, and a non-refundable reservation. A minute after the reservation we requested to cancel through the website where we made the booking - but a few hours later we received a refusal from the hotel - that is - they took money without our stay We have no way to really rate this hotel. It can be excellent and it can be bad The approach was not appropriate and therefore we were disappointed

I was looking for a room with privacy, a king size bed and a balcony. I had many options in mind but this hotel stood out for being beautiful and located in the middle of the nature. I called many times before booking the room to understand if the rooms with balcony were facing the swimming pool because some pictures showned rooms with balcony facing the pool in the ground floor, and I didn't want that because I'd loose the privacy. On the first call they told me that all the rooms were facing the mountains and that they had no rooms facing the swimming pool which left me confused. So I called 2 more times to be sure and on the third call the woman even joked about it because I was being so insisting about this issue and guaranteed me that I wouldn't be facing the pool, so I booked the "Fine Art Duplo New Deluxe w/ balcony" room. When I arrived the Hotel I was very disappointed because my room was in the ground floor facing one of the sides of the swimming pool, the one closer to the bar. That means I had constantly more than 15 people which could see everything inside my room if I didn't close the blackout curtain. It also means that the employee which answered my phone calls deliberately lied to me in order to get the sale done, and it wasn't a misunderstanding since I'm a native Portuguese and we spoke the same language on 3 different phone calls in the same day. I went to the reception to demand for another room and get an explanation for this situation to what they simply appologized and said that it must have been a misunderstanding because all the "Fine Art Duplo New Deluxe w/ balcony" rooms were in the ground floor facing the swimming pool so I would have the same problem in all of them. Then I asked for a room with no balcony, with privacy and a king size bed and they gave me a far inferior room in the first floor, where some people in the pool could also see inside the room, which had a horrible noise everytime the electricity was turned on, to the point where we had to turn the electricity off in order to sleep and because of that we couldn't even charge our cellphones and laptops. Beyond this, it also sounded pretty dangerous, I doubt it would pass any kind of inspection. Regarding this issue, we call the employees and neither they had an electrician nor they were able to call one. Because I paid 21€ more to get a room with balcony which I didn't get, because an employee lied deliberately to get another client and also because they gave us a room with mediocre staying and safety conditions I asked for a partial or total refund, which was entirely dennied. The Hotel as an amazing swimming pool and location, with trekking paths and birdwatching places nearby, an amazing river, a beautiful design, an ok breakfast (it wasn't good but it's not bad also), but I don't recommend at all because the service is very very poor, it was the worst experience I ever had in a hotel. It was a waste of money, vacations, time and patience.

UN DESCUBRIMIENTO PARA DESCANSAR!! Calidad precio lo mejor, ubicación en un entorno natural impresionante, el personal atento y servicial (comer en el chiringuito de la piscina un acierto) En el servicio de desayuno deberían aumentar el personal; únicamente dos personas para sentar a aprox. 150 huéspedes, dar servicio, recoger, limpiar y volver a montar mesas es deficiente (destacar la buena disposición de estos dos camareros que eran eficientes y con una sonrisa)

Arrived on 2 July after long drive to be told we couldn’t book a table for dinner as restaurant was full! Ended up searching for somewhere to eat on a Sunday night in Melgaco which was dead- finally found some food at a mediocre restaurant. So we made sure we booked a table for 3 July 8pm. On arrival at restaurant there was no booking made! This hotel needs a new manager who knows how to run a hotel & restaurant - soon! Whoever owns this place your investment is suffering because of lack of management. The rooms are lovely & pool / views etc but as this rate you’ll have no guests. Sort it out quickly!