Turim Estrela do Vau Apartamentos

"We recently stayed at this hotel for five nights, and unfortunately our experience was extremely disappointing due to repeated hygiene issues and poor customer service. Within an hour of checking into our room on the first evening, we found a cockroach. Reception sent someone to remove it after around 20 minutes and told us it was simply because of the current heatwave, implying it was an isolated incident. Unfortunately, this wasn’t the case. On the second night, after returning from a long day out, we found another cockroach running around the room. We called reception twice and were repeatedly told someone was on their way, but after waiting around an hour, no one had arrived. We eventually had to ask another hotel guest to remove it because we were too frightened to stay in the room. Hotel staff only came up around an hour after our second call. The third night was even worse. We found yet another cockroach in our room and once again waited approximately an hour for assistance. During that time, we were effectively trapped in one corner of the room trying to keep an eye on it. Once again, neighbouring guests came to help us before hotel staff arrived. Those guests also told us they hadn’t experienced any cockroaches in their room, making us question whether this really was just due to the heatwave as we’d initially been told. When staff finally arrived, they laughed and told us there was “nothing to be afraid of.” We found this incredibly dismissive and unprofessional. We explained that we have a genuine phobia of insects and were concerned about cockroaches getting into our luggage and belongings, but our concerns were brushed aside. We asked to move rooms but were told the hotel was fully booked. There were also several other issues throughout our stay: * Staff were consistently rude and lacked empathy. * they kept telling us they couldn’t move our room due to “full capacity” but we saw rooms available to book online. * There appeared to be only one receptionist working in the evenings, resulting in very long waits whenever help was needed. * After everything we’d experienced, we requested a late checkout as a gesture of goodwill, but this was refused immediately without even checking availability. * We were given partially used toilet rolls when we asked for more, which we found completely unhygienic. Instead of relaxing and enjoying our holiday, we spent three consecutive evenings dealing with cockroaches and waiting unreasonable amounts of time for help. The lack of urgency, poor communication and dismissive attitude from staff only made an already unpleasant situation much worse. We understand that insects can occasionally appear in warmer climates, but repeatedly finding cockroaches in the same room over multiple nights, combined with the hotel’s failure to address the issue or provide acceptable customer service, made this a very disappointing stay. Based on our experience, we would not return or recommend this hotel. FIND SOMWEHERE ELSE UNLESS YOU LOVE COCKROACHES."

"Good hotel, lovely rooms but they forget to inform you that you have to put a €100 deposit down when you first arrive. There is also a €60 tax which they do tell you about so all together you have to pay €160 upon arrival. They also "forget" to tell you that at tea time you have to pay for the drinks when eating you do not get them for free."

"Very nice and good for value.Grear awld catering arrangements, clean and good wifi."