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Reviewed 29 October 2015

The hotel is located in an old house that if with maintenance can be good. We change room three times. The noise of the elevator is terrible, and that goes for all the rooms in the side of the elevator. It shakes a lot and is very noisy.
In the second room we got we have to leave at one o'clock in the morning because the bed has an ant nest, por explanation that because of the type of building that happens.
It is very far from the city at the top of a hill and to go up you have to do it in a very long way of a cobble stone.
Go down to the city is not too bad since you can take a teleferic.
The staff is very friendly (I think Susana is the name of a very friendly lady that goes any step to help you even to carry the luggage).
The food at the restaurant is very good.
I do not recommend the hotel until they really give a proper maintenance to the place.

Date of stay: October 2015
Thank seasonedvisitor
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Manager_MtStLuzia, Gerente geral at Pousada Viana do Castelo, responded to this reviewResponded 4 November 2015

Dear seasonedvisitor,
Thank you so much for taking some of your time to leave here your comment.
We regret that your stay with us did not meet your expectations.
All the points that you mentioned have been taken in consideration and are being properly treated, in order to get it's improvement and resolution.
We would also like to thank you for your positive comments on the staff.

We would be thankful if you could give us another opportunity and get a better impression.

Hope we’ll receive you again one day.

Yours sincerely,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 October 2015

Breathtaking views from this lovely palace. Fantastic grounds and easy to walk down to the cathedral. After touring south in the Algarve and hotel hopping it was nice to stay in this beautiful place for 4 days - a perfect place to take day trips from. I would highly recommend visiting neighbouring towns and attractions. Wonderful breakfast in the morning and fabulous service. Highly recommended!

Date of stay: August 2015
  • Trip type: Travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Thank Susie_Aurora
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Manager_MtStLuzia, Gerente geral at Pousada Viana do Castelo, responded to this reviewResponded 4 November 2015

Dear Susie_Aurora,

Thank you very much for choosing Pousadas of Portugal, namely Pousada de Viana do Castelo.

We were very pleased to read how much you enjoyed your stay and and would also like to thank you for your positive comments on the service and atmosphere of the Pousada.

We would love to welcome you again,

Kind Regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 October 2015

We stayed at this Pousada at the end of a tour of Portugal, having stayed at other Pousadas during our trip. This one was billed as the best of the lot but it wasn’t, therefore it was a great disappointment to us.

The location is spectacular, at the top of a high mountain overlooking the town of Viana do Castelo, the mouth of the river Lima and the Atlantic ocean, with the unusual Basilica of Santa Luzia perched half way up the hill just below the Pousada.

Our room had a fantastic view and the bed was comfortable enough. However the furnishings and fittings were tired and the carpet was dirty and stained. The service was at best aloof and there was no feel of warmth and welcome – all very impersonal.

The breakfast choice was ok but lacked something. The evening meals were poor. We travelled as part of a group so our only option was a buffet which wasn’t palatable nor hot. I got the impression that the staff were just going through the motions and weren’t really interested in their job or their customers. I also got the impression that the Pousada relies on being extremely well situated and that perhaps the customers will overlook the other (many) failings. Perhaps some do, we don’t.

Finally, what really finally turned us against ever returning is that when we settled the bill we were asked for an amount of money but were not given a receipt. So not only do we know what we paid for nor that we paid for what we consumed. Furthermore we have no proof that we paid!!! I am not even sure that is legal in Portugal! And we were not the only ones, which makes us wonder why? We travel extensively all over the world and this was the first time that a hotel did not give us the opportunity of checking the bill before paying and a receipt afterwards. We could have questioned it at the time but it was late and we had to get up at 4am next morning and by then we had already decided that this is a place we will not return to nor recommend to anyone.

Date of stay: September 2015
  • Trip type: Travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank JoBloggs771
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Manager_MtStLuzia, Gerente geral at Pousada Viana do Castelo, responded to this reviewResponded 4 November 2015

Dear JoBloggs771,

Thank you so much for taking some of your time to post your very detailed comment about our Pousada and his city.
Your comment makes us continue with our work and trying to improve every day.
We’ll take in consideration your opinion about the experience you had with the meals in our Restaurante and other points you mentioned. And we definitely will try to improve every day.

Waiting for your return to our Pousada, we remain,

Yours sincerely,

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Reviewed 18 October 2015

We decided at this hotel because the view was heavily emphasised. That is where it ends. The hotel caters for pompous old English bus tours so the restaurant lacks warmth and service if you are not part of a tour. The worse was yet to come. The stench from our bathroom next morning was that of raw sewage. The property does have amazing views but the isolation is not worth it as you are confined to the hotel restaurant if you don't want the challenge of the drive up the hill in the dark if you decide to eat out.
To many other good accommodation option in C21 to bother with is hotel. The grounds have been let go so the writing is on the wall. When we checked out a day early because of our terrible experience, we were charged a higher rate as a penalty.

Date of stay: October 2015
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
1  Thank VictoriaN251
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Manager_MtStLuzia, Gerente geral at Pousada Viana do Castelo, responded to this reviewResponded 4 November 2015

Dear Victoria N,

Thank you so much for taking some of your time to leave here your comment.
We regret that your stay with us did not meet your expectations.
All the points that you mentioned have been taken in consideration and are being properly treated, in order to get it's improvement and resolution.
We would be thankful if you could give us another opportunity and get a better impression from our services.
Hope we’ll receive you again one day.

Yours sincerely

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 October 2015

Approaching Viana do Castelo from the south, the Pousada can be seen in the distance perched on its hilltop. A steep winding road then welcomes you to the perhaps once opulent hotel. Our third floor room had amazing views over the town below, the river estuary, and the breaking waves of the Atlantic. Occasionally a mist would roll in, blocking out the view from our small window, only to clear within minutes to reveal all below. Our room was big enough (though the bathroom was cramped); it was clean and comfortable. The Pousada had a kind of old world charm with terrace and stepped gardens facing south and west, but we found it lacking in warmth and a bit too much in the past. Perhaps the night time (mosquito?) bites, and the ants (which we ignored but others complained about), impaired our judgement, but we didn't find it a relaxing hotel. That said, we enjoyed Viana do Castello. Tip: walk down the 900 odd steps to the town, and after wandering its historic streets and enjoying a good lunch, get the funicular back up.

Date of stay: October 2015
  • Trip type: Travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank Jubileepit
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Manager_MtStLuzia, Gerente geral at Pousada Viana do Castelo, responded to this reviewResponded 4 November 2015

Dear Jubileepit,

Thank you so much for taking some of your time to post your comment about our Pousada and city.
Your comment makes us continue with our work and trying to improve every day.
We’ll take in consideration your opinion about your experience and other points you mentioned. And we definitely will try to improve every day.
Waiting for your return to our Pousada, we remain.

Yours sincerely,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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