"My partner and I recently stayed at this hotel in the Algarve. Although there were several positive aspects, we ultimately left feeling disappointed by the standard of service, particularly given the hotel’s five-star rating and the expectations that come with it.
The hotel itself is beautiful, with attractive interiors, picturesque surroundings and a scenic beachfront location that suited the relaxing break we had hoped for. The bar had a pleasant atmosphere, and we also enjoyed the buffet breakfast.
Unfortunately, the service did not consistently reflect what we would expect from a five-star hotel. Several members of staff came across as unhelpful or unwelcoming, and communication was often unclear. We regularly found ourselves learning information about the hotel’s facilities and services that should have been explained at check-in.
The restaurant experience was one example. On our first evening, we were given a menu and told that we could either order from it or eat from the buffet. When we asked for a menu the following evening, we were passed between several members of staff before being told that only the buffet was available. The conflicting information was frustrating and could easily have been avoided with clearer communication.
We also had an unfortunate experience at breakfast. We briefly left our table to get another plate of food and returned to find that the table had been cleared, including coffees we were still drinking. We were surprised that the staff had not checked whether we had finished before removing them.
On another evening in the bar, my meal was prepared incorrectly twice, despite my clearly requesting that it be served without beetroot. Mistakes can happen, but the response from the waiter felt dismissive rather than helpful. A polite apology and a more constructive approach would have made a significant difference.
Housekeeping was another area that did not meet our expectations. The room appeared to receive only a basic service, with the bed made and glasses, mugs and towels replaced. However, surfaces remained dusty and visible mug rings were left behind. For a hotel presenting itself as five-star, we expected greater attention to detail.
As the week progressed, my partner and I found ourselves lowering our expectations. Instead of feeling well looked after, we increasingly anticipated that aspects of the service might fall short. This had a noticeable impact on our enjoyment of what was intended to be a relaxing holiday. Having chosen a five-star hotel, we expected a level of service that would make the experience feel special and worthwhile, but unfortunately, that was not what we received.
I would, however, like to acknowledge Djilim from the Guest Services team, who was sincerely apologetic when we raised our concerns. Djilim offered us a complimentary lunch, champagne and a late check-out. The late check-out was particularly appreciated because we had a late flight and were able to make better use of our final day. Djilim made a genuine effort to improve the remainder of our stay, and we appreciated that our feedback was taken seriously.
Unfortunately, by that stage, the repeated issues had already affected our overall impression, and it was difficult to overlook how disappointed we had felt throughout the week.
Ultimately, this is a beautiful hotel in a wonderful setting, but the surroundings alone do not create a five-star experience. When paying for a hotel of this calibre, I believe it is reasonable to expect a high standard of service, attentiveness, communication and cleanliness. Sadly, I do not feel we received the level of service we paid for, which made the overall experience disappointing and difficult to justify in terms of value for money.
The hotel has considerable potential, but significant improvements are needed for the overall experience to truly reflect its five-star rating and the expectations of guests choosing to stay there."
