Duas Torres

"Stayed here for a week with my partner. We had a twin room with sea view balcony - which was nice, but we naturally paid extra for it. The room had kitchenette with very little equipment. Basically you can make yourself coffee or tea, or fry your toast. There's couple of pots and pans but no proper tools to really make food. Dull knives and no sieve or spatulas. Also the equipment provided was dirty and you had to wash them yourself before use. It's not mentioned anywhere but if you don't keep one key card inserted the room will not have power on - so the fridge also turns off when you leave. We did left it one time but the cleaner had it removed when we were away. The cleaning includes only taking out the trash and swiping of the floors - which is why we allowed the cleaners in only once during the week. (They don't change your towels or sheets.) Room itself was dirty with splatters and dust. Toilet sink and shower were moldy. We even found someones old moldy lunch box from one of the closets. Also the smell in the room was incredibly irritating; when I told the receptionist about it they explained it's an air freshener they use on all the rooms. Raises a question why they have to... It was excessive and made my throat burn and taste like I've eaten a full bar of soap or something. Receptionist told me he'd write a note for the cleaners not to spary our room - but I also heard him to joke about it later with the staff. It also rained during our stay and one of the windows leaked water straight to my partners bed..! Unbelievable sh*tty experience even tho I didn't have high expectations to begin with. The beds and pillows were good tho, maybe only good thing in the room along with the views from the balcony. Hotel has a free parking for like twenty cars. Location is also convenient if you like it more quiet. Big supermarket across the street too."

"I booked a Standard Studio with a Sea View at Duas Torres (10/01-18/01) via Travel Up. Despite being a repeat guest, I was placed in a substandard "Annexe" unit not shown on the website or booking options. ​Key Issues: ​Safety: The bathroom contains an ordinary 230V socket in a "wet zone" (less than 1m from water), which is a lethal violation of Portuguese safety standards. The boiler plug also has exposed wiring. Broken wardrobe, filthy, mouldy shower, slippery shower tray, broken sharp edged towel storage.. ​Misrepresentation: The annexe is significantly smaller and of inferior quality compared to the main 4-star building. ​Discrimination: It is observable that British guests are being relegated to these units while other nationalities are prioritized for the main building. ​Travel Up has ignored my pleas for help despite receiving photos of these hazards. I have been treated like a second-class citizen in accommodation that does not meet basic safety or quality regulations. I have escalated this to the Madeiran Tourist Authorities and"

"I had a two day flight delay, completely outside my control...Duas Torres still refused to refund even one of the three nights I couldn’t stay. No flexibility no empathy, nothing. Just the same cold “policy is policy” line while they kept the full amount Lastminute actually tried to help...They contacted the hotel multiple times, escalated it, pushed for a fair solution. Duas Torres still refused. So the issue wasn’t the booking agent — it was the hotel digging their heels in. What really set off alarm bells was how deliberately difficult they make it to reach them....They still list their old email (starts with "info") on Lastminute and even on their own website ...the one international travellers rely on. When you try to contact them, suddenly it’s “ that’s our old email, we have a new one.” Right. Convenient. If it’s old, why is it still the only one displayed everywhere? Why is that the email they give to booking platforms? Why does it conveneintly go nowhere? It feels like a tactic .. keep the outdated email up, let messages disappear into a void, then use the “that’s our old email” excuse to avoid dealing with guests properly. Because that email was useless.. I had no choice but to call their local Portugues number directly ,cost a ridiculous amount ... just to hear the same scripted refusal. Theyre not on WhatsApp either, which basically every modern hotel uses. Another barrier. Another hoop...Another way to make sure internatianal guests have limited ways to reach them. The whole experience made one thing clear.. If anything goes wrong with your trip — even something completely outside your control — Duas Torres will hide behind excuses, outdated contact details, and “policy” while keeping your money. There are plenty of hotels in Madeira that actually care about their guests. This one clearly doesn’t."