We stayed at this hotel for seven nights. Unfortunately, our experience was far below what you would expect from a five-star property.
On the third night, our bathroom flooded due to a leak. At around 3:00 p.m., we called reception and a maintenance employee arrived immediately. After repeatedly checking the area, he assured us that the problem had been completely fixed.
However, at around 11:00 p.m. that same night, the bathroom flooded again. I went down to reception and explained the situation. I was told that the hotel was fully booked and that they would contact the front office manager to find a solution. I was asked to wait five minutes.
Fifteen minutes later, instead of a solution, a night cleaning staff member was sent to dry the room. After waiting another 30 minutes, I returned to reception and was informed that they still had no solution and that I would need to wait longer. By then, it was almost midnight.
A few minutes later, a room suddenly became available. We were moved one floor higher, but the room had two single beds instead of our original setup and worse views than the sea-view room we had booked.
The following morning, I returned to reception and requested an immediate transfer to a room of the same category and sea-view standard that I had originally paid for. Once again, I was told that the hotel was fully booked and that I would have to wait. After several more visits to reception and hours of waiting, there was still no solution.
What was particularly frustrating was the complete lack of urgency and communication. I repeatedly asked to speak with the manager. After nearly 24 hours of dealing with this issue, I explained that while leaks can happen in any hotel, what matters is how management responds. In a true five-star hotel, if a guest has to change rooms at 11:00 p.m., the first equivalent room available the next morning should be offered immediately. Instead, I spent most of the following day going back and forth to reception with no answers and no resolution.
When I finally spoke with the actual manager, he seemed to respond to almost everything by repeating “com certeza” (“for sure” in Portuguese) and insisting that the situation had been handled correctly. He then asked me what I considered to be good service, which I found astonishing given the circumstances. I calmly explained that the problem was not the leak itself, but the hotel's inability to resolve the situation quickly and professionally.
To make matters worse, the manager and receptionist often discussed the situation in Portuguese. Fortunately, I understand Portuguese, although I do not speak it fluently. The manager eventually promised that one night of our stay would be refunded as compensation for the inconvenience and distress caused.
Two weeks later, no refund had been issued and nobody had contacted me regarding the matter.
The most disappointing aspect of this stay was not the maintenance issue itself, but the poor management, lack of accountability, poor communication, and failure to honour the compensation that was promised.
On a positive note, the pool area was nice and guests could easily obtain fresh towels throughout the day.
However, drink prices were excessive. If I remember correctly, a glass of white wine and a martini cost a total of around €13–14, which felt expensive for what was offered.
Overall, I cannot recommend this hotel. A five-star hotel should not be judged by whether problems occur, but by how they are resolved. Unfortunately, in our case, the response fell well below the standards expected from a five-star property.
