Torel Avantgarde

The Torel properties are all special. The staff in particular provides exceptional service and attention. I have deep brand loyalty because of the way that my family ad I have always been treated.

I must start by saying I had high expectations after staying at Torel Palace Porto, it was an outstanding experience and I kept on referring friends to the brand because of that, after Avantgarde my perception of the brand have changed. * The good: Beautiful hotel,well designed and comfortable, located in a quiet street within walking distance of everything Porto. * The bad: The service was a let down, cold and disconnected, some examples were cold check in, there was a feeling of not being welcomed there, the staff just wasn't genuine,we notice in a few occasions staff mingling talking about work in public areas, manager calling the attention of employees in front of guests, restaurant manager made no effort to even say hi even after making eye contact multiple times, it wasn't luxury, nor boutique hotel standards. * Some annoyances that shouldn't have happened in a luxury setting: Was asked to pay a charge that was previously paid with my booking, (Bed for kid in our suite) then asked to show proof and email the proof to be showed to managers.No apologies offered. They should known this before inconveniencing the guest. Photoshoot was taken place in areas where we were having coffee and by the pool, no explanation, they just came into the areas we were using and took over the area, it was an invasion of our enjoyment, this shouldn't have happened while guests are around, or at least asked if it was ok or offered to move elsewhere. Great potential but tainted by cold service