After spending 3 nights at the hotel, we went over to the other side of the island for the final 3 days of our holiday in the Azores. One night we decided to go back to the hotel with some friends who were keen to try out the restaurant. We reserved a table for 4.
After arriving at the hotel for dinner at around 8.30pm, we were informed that we would not be served dinner due to new covid restrictions (that had been imposed in the island that day). Obviously, if the local government imposes new restrictions, these MUST be respected. Nonetheless, when talking on the phone to carry out our reservation, we were not informed of such limitations to serve dinner to non-guests. In fact, we rang the hotel twice during that day – one to do the initial reservation and one to inform we were going to be a few minutes late. In BOTH of these calls, the hotel did not inform us that they would NOT be able to serve us dinner.
When we got to Santa Barbara and were informed that we could not have dinner, I requested to write in the “complaints book” – a book which is required by Portuguese law and cannot be denied to any customer. When requesting the complaints book, I was asked by the concierge to wait for a few minutes (and so the 4 of us waited for 5-10 minutes in the hotel lobby).
I was then asked by the concierge if I could talk to the F&B Director over the phone, which I accepted to. When on the phone, the F&B director threatened me. He sarcastically suggested “if you are to ask for the complaints book, I will call the police as it is against the current restriction for you to be out of your accommodation. The law is with me, and as so, I recommend you leave my hotel”.
After listening to these threatening words from the hotel director I was appalled and felt threatened. In sum, I feel this behaviour is absolutely unacceptable for a 4**** hotel.