Tivoli Marina Vilamoura

Stayed here for 5 nights and the service was bad from start to finish. Unhelpful staff.. first day sick lay in the pool for hours until someone cleaned it. I have a 6 year old and it took them 3 hours to get us a parasol, when we got it it was ripped.. very 5star. Pool bar staff clearly do not like their job.. heavy sighing when taking orders. There is a kids club but it???s not supervised?? The chair on our balcony had wire sticking out and I have cuts on the back of my leg. Then to finish things off I asked the rude reception staff what time our pick up for the hotel was and they give us the wrong time meaning we missed it and had to pay ???38 in a taxi to the airport! Which they refused to pay even though it was their mistake. On a positive note the spa was brilliant ...my therapist Laura was a absolutely dream.. her manner and massage was fantastic, best I???ve ever had.. very knowledgeable. Also the cleaners were so lovely and friendly maybe the rest of the staff could take some tips from them!! The only thing I would recommend going to this hotel for is the spa and to see Laura.

My boyfriend and I stayed here Sept'18 and what a wonderful experience this was! I could not fault the hotel in any way. I returned August'19 for my parents wedding anniversary, expecting luxury as I had done the previous year - this time there was 7 of us. Location is perfect, food is excellent but this time we experience issues after issues! We arrived around 1.30pm and were told that we cannot check in until 3pm which is standard policy however, at 3pm we were told th\t the rooms were not available just yet. They kept insisting the rooms would be ready "in 10 minutes" but it got to half 4 and they still were not ready - constant lying from the front desk staff and little communication between staff. They mixed up the rooms as my brother and his partner were arriving later that evening and for some reason the front desk staff could not comprehend or understand this. They sent my boyfriend and me to our room but they mixed it all up and was a terrible experience - this is supposed to be my parents wedding anniversary and it was off to a terrible start. The lifts take about 20 minutes each morning at peak hours and so we were having to walk up the stairs constantly which is fine if you are fit but for my parents, not so much!!!! The lifts obviously do not work properly!!! Breakfast was heaving every day and they couldn't seem to sit everyone so the queue to be seated came out of the restaurant. The maids do not clean the rooms, they make the beds, and one evening we arrived back from the pool and the maids had taken the towels and not replaced them! Getting through to room service or the front desk via the phone was impossible and i waited about an hour for housekeeping to arrive with the towels! We then had a leak in the bathroom and they said they would send someone up but nobody came. Staff appear incompetent and I understand August is a busy time but quite frankly for a 5* hotel it's unacceptable. The pool bar is VERY slow and takes 15 minutes to get served, this is due to a lack of staff but the Brazilian waiter at the pool bar was excellent! Apart from these issues, the location is perfect, so much to do. Food is lovely, lots of choice, lots of sun beds and a great pool area! The hotel lost it's spark from the previous year! Be aware!!