"I originally intended to write this review immediately after returning from my vacation. However, I decided to take some time before sharing my thoughts. Now, as I am planning to return to Catarina for another holiday and after reading several negative comments that almost made me reconsider, I feel it is only fair to share my honest experience.
I arrived at the hotel with my daughter at the end of July. At check-in, there was a long queue at reception with only two staff members handling the situation. The atmosphere was tense, and some guests were visibly impatient. Even in that busy and slightly chaotic moment, Tom stood out through his composure, professionalism, and calm confidence. It was clear he understood what hospitality truly means.
I would also like to emphasize that the other receptionists were not unprofessional or unfriendly — the environment was demanding, and they were doing their jobs under pressure. However, when it came to my specific situation, Tom was the one who showed the greatest initiative and personal engagement, while some others simply did not demonstrate the same level of interest in resolving my concern.
When we entered our room, it was clean and tidy, yet visibly worn. Several elements were damaged. The air conditioning was not functioning properly, and the shower water constantly shifted between too hot and too cold. A technician fixed the AC, but the water issue remained unresolved.
Initially, I did not want to complain repeatedly, but disappointment was difficult to ignore. The room did not resemble the photos. Doors require repairs, walls would benefit from fresh paint, and the corridors and rooms overall appear outdated and tired. The hotel infrastructure is in need of significant renovation. In its current physical condition, it does not fully reflect the star rating it aspires to represent.
That being said, I genuinely want to acknowledge the hard work of the entire staff. From housekeeping to waiters, from the kitchen team to the animation staff — everyone works tirelessly within their departments. The housekeeping team, in particular, deserves recognition. The rooms are cleaned thoroughly and with evident effort every single day. Unfortunately, many guests demonstrate a lack of basic manners and respect, which undoubtedly makes the staff’s work more challenging. Cleanliness is not the issue — maintenance and modernization are.
After two days of unresolved concerns, I returned to reception once more. This time, I was met with exceptional professionalism and empathy. Tom listened attentively without interruption, despite my visible frustration. What truly made an impact were his words: “Kathleen, I’m sorry you feel that way. Let me try to help and find a solution.” In that moment, I felt genuinely heard and understood.
Having worked in hospitality for many years myself, I recognize professional profiles immediately. Dedication, emotional intelligence, and authentic care cannot be trained easily — they come from character. It was evident that I was dealing with someone who possesses those qualities naturally.
A room change was arranged for the following day, and I received follow-up calls to ensure everything met my expectations. This level of personal accountability and care is rare. It transformed my entire experience and allowed me to enjoy the remainder of my holiday.
Employees like Tom are the true pillars of any hotel. They elevate the guest experience beyond infrastructure limitations. I sincerely hope the management fully recognizes the value of having such a dedicated and capable employee on their team — and that they appreciate and reward him accordingly. Individuals like him raise the standard of a hotel to a higher star level, even when the building itself is not yet there.
The food was decent, although somewhat repetitive, and the animation team was engaging and pleasant.
Despite the challenging beginning, I ultimately had a lovely stay — largely because one person reminded me that genuine hospitality is defined not by walls and furniture, but by people.
And that is precisely why I am returning."
