Our first visit to this hotel, albeit visited the Algarve region many times.
Excellent hotel in most respects, quality of room, housekeeping, food breakfast and dinner etc.
The only problem we had...
Our first visit to this hotel, albeit visited the Algarve region many times.
Excellent hotel in most respects, quality of room, housekeeping, food breakfast and dinner etc.
The only problem we had was regarding the room, we booked via Jet2, and paid a hefty supplement for a Garden Suite, as it was our anniversary during our stay. Upon arrival we were indeed offered the last Garden suite, but found it was a duplex, split over two floors, with many steps separating the floors. We were not aware that the Garden suites were duplex, as no reference to this on Jet2 site etc. My wife has problems with stairs, having utilised special assistance to board and disembark the plane.
I accept the hotel was not aware of this, and as no other Garden suites available, we were offered an acceptable one bedroom apartment. Whilst not as good, as the Suite we booked, it was ok. The difference in price was substantial .
We inquired with reception about this price difference, and were told they would discuss with the Manager and get back to us. We also informed the Jet2 rep, and customer services about this issue.
We then awaited someone to get back to us, no one did. We had to raise issue again, the day before we were leaving. To be told that the hotel could do nothing, we were offered a free message as compensation. Too late for either of us to take advantage of this offer, as leaving the next day.Have taken up our issue with Jet2 on our return, and still awaiting a response, nearly three weeks later.
This issue aside, the hotel was excellent in every respect. In fact we mention to the girls restocking the rooms in the afternoon, about our anniversary, and they arranged a cake, and a bottle of Prosecco to arrive in room later that day. That was a very pleasant surprise, and we would like to thank the young ladies that organised this, unfortunately did not get their names.
Fail to understand why the hotel does not offer some discount, ie happy hour to get guests to use the impressive bars. The prices are very expensive, especially when you compare to the bars etc in small complex across the road, where a lot of guests go for drinks etc. Seems a shame not to utilise bars here.
Food overall was excellent, both at breakfast and evening meal, whilst both buffets, the choice on offer was very good, and quality very high.
Despite our issue with the room, would certainly return, and we would have given five stars apart from this.
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94% of travellers recommended this hotel
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Jun 16 2019
Jun 14 2019
