Luna Hotel Serra da Estrela

Reception - poor. Some staff don't speak English. They are generally passive and not very helpful in giving tips for travellers to ensure their stay is good. Food - ok. Freshly pressed orange juice. Room - dated. No kettle. No drinking glasses in room.

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.

Very good hotel with an excellent breakfast, wonderful and frienly staff, very close to skiing slopes. An amazingly varied restaurant, where a delicious buffet is served every night.Rooms' furniture is rather dingy, especially for a 4 star hotel. Would do with a face-lift.

The best thing about this hotel: its location in the Serra da Estrela. It is relatively close to the Torre where the only ski resort in Portugal is located; and to Lagoa Comprida from where it is a 2.5 hour walk (each way) to covão dos conchos (the famous hole in the Serra da Estrela). Second best: the breakfast: fresh orange juice, and plenty of choices. Reservations must be made for breakfast and dinner. There is a restaurant in the hotel called Restaurante Medieval. €25 per person for a generous buffet. The parking lot is ample. The internet is ast. They rent ATVs for tours of the Serra. The downside: We asked for a room for three people. We were assigned a suite with a double bed, but the other bed was temporary, the mattress was very uncomfortable and very small. So, if you go more than two people, we recommend you to book two rooms.

Com neve a experiência é fantástica. Bem situado, no meio de uma paisagem espetacular! O Hotel encontra-se a precisar de algumas reparações, sobretudo na pintura e iluminação. O elevador encontrava-se estragado. Limpeza do quarto pouco na aprofundada! encontramos desde restos de bolachas a bandoletes de outros clientes. O restaurante do hotel têm muito pouca iluminação; As refeições são boas e bem servidas.

Boa localização. Hotel a precisar de reforma. Uma criança de menos de 2 anos abre a porta do quarto com facilidade. A limpeza dos quartos precisa de ser melhorada, tapete com várias manchas e casa de banho com riscas pretas nos azulejos. Foi confirmado antes da viagem que o hotel apoiava em caso de necessidade um hospede com "soltura" nomeadamente na troca de lençóis , pois o hotel recusou o adiamento da estadia por esse motivo, no entanto na estadia isso não aconteceu, nem a entrega de toalhas para todos no quarto que não estava preparado para 4 mas sim para 2.