Smy Portocolom

"We stayed three nights at the Hotel SMY Portocolom, from September 17 to 20, 2026. We had initially booked a Deluxe room via Booking.com, but we were ultimately placed in a standard room with a sea view. Since a price difference was involved, we naturally wished to obtain explanations as well as the corresponding refund. During our exchanges with the hotel, Mr. Andrea, at the front desk, initially indicated to us that the establishment would take the necessary steps with Booking.com to verify the price difference between the two room categories. A week after our departure, having received no news from either the hotel or Booking.com, we had to follow up with the establishment ourselves. That is when we learned that the steps were ultimately our responsibility. We therefore contacted Booking.com, only to discover that the platform was in turn waiting for a response from the hotel. Since our stay, my best friend, the reservation holder, and I have multiplied our efforts with both parties. We explained the situation several times, provided all the requested information, and made the necessary follow-ups in order to obtain a resolution. The most scandalous part, however, remains the total lack of follow-up from the hotel. Despite a detailed email sent on October 12, 2026, no response has been sent to us to date. We are still waiting for clear explanations and the refund of the price difference. It is unacceptable to have to devote so much time and energy to asserting a legitimate claim, while being confronted with such disconcerting silence. We paid for a specific service and room category. We believe we are entitled to obtain, at the very least, a professional response and serious handling when a problem arises. A hotel establishment is not judged solely on its rooms or its number of stars, but also on the way it treats its guests when things do not go as planned. On this point, our experience is particularly disappointing. To date: no refund, no response from the hotel, and no concrete resolution. We deeply regret this experience and the lack of consideration we were shown. We hope that this review will encourage the establishment to finally take responsibility and seriously improve its complaint management. As it stands, we do not recommend this establishment, mainly because of its lack of follow-up, communication, and consideration for its guests after their stay."

"Amazing hotel , spotless, fantastic staff, amazing facilities, wonderful food and as did the actvties available everything from yoga to kayaking included was just outstanding . My new special place I hope to be back very soon 🥰"

"Beautifully refurbished hotel. Tasteful decor using high quality materials. Excellent facilities and available activities including gym, yoga, padel, kayaking, paddle boarding, swimming pool/sun club, rooftop terrace/bar and restaurant in a separate building across the road. Comfortable beds, excellent shower. We were received with genuine warmth by Maria on reception. Our suite had a spectacular view across the swimming pool to the harbour. Portocolom is a very special place combining a traditional fishing village with modern amenities. The restaurant serves high quality hot and cold food, some of which is freshly cooked while you wait. However, the selection doesn’t change much and tries to satisfy a too-wide range of tastes. This could be improved. We ate out several times to give some variety to our evening meals."