Sheraton Cascais

"Wht a hotel loved it , there was sucha lovely ambience such lovely lovely staff all so welcoming from reception to catering to housekeeping, you feel so comfortable there.the chrtismas decorations were being put up so felt really nice and different, The rooms are so spacious clean there is small sink and cupboard space which was good to eat and have prepared meals n your room and in good weather be lovely to eat on the patio outside which most rooms overlooked wonderful grounds. Only draw back is only one mirror located in the whole place and that is in the bathroom not one in main bedroom, and I could here the people in the room next doo sometimes but othereise loved it there"

"We stayed at Sheraton Cascais to celebrate our son’s birthday during a short holiday. While the infrastructure is excellent, the hospitality and service were extremely disappointing and far below the standards expected from a 5-star Sheraton property. We informed the team in advance about the birthday, and they confirmed a special gesture. However, nothing was arranged until 5 minutes before checkout, when someone appeared with a drink and cake — leaving no time for our child to enjoy anything. At breakfast, I again reminded the staff, and the restaurant chef was very kind and prepared a small red velvet cake. Unfortunately, it was delivered in the middle of our breakfast, with everyone’s mouth full, and with a candle lit immediately without warning, making it awkward and rushed instead of memorable. It is clear the hotel has the infrastructure and possibility, but the execution is chaotic and without any sense of guest experience or timing. It feels like staff are simply trying to “tick a box” rather than provide hospitality. To make matters worse, our stay was fully prepaid on Booking.com, but the hotel charged my spouse’s card again (used only as guarantee for minibar). We have had to follow up three times at checkout, again on the same day, and then on two more separate days, and almost a week later the money has still not been returned. This is unacceptable for any hotel, especially one calling itself a 5-star property. This hotel needs serious staff training in customer service and hotel operations. At this stage, guests are likely to face one problem or another, and the experience is nowhere near Sheraton standards. If this continues, it will not be long before this property is rated like a 2–3 star hotel on review platforms. We hope management will take this feedback seriously and act urgently to fix these issues, because the location and infrastructure deserve a much better team than what is currently operating here."

"We are here now. Arrived yesterday- so there us likely to be a follow-up to this later. Firstly. This place is lovely, clean, modern and the staff greeted us warmly and respectfully. The reason for this early post is because I queried the daily fee deducted and was reassured that this is always returned. However, because of the concern raised on here, we declined to give card details for that purpose. That was fine too, although we cannot charge anything to the room, as a consequence. We have to make individual payments. Neither can we use the online system for booking dinner/ spa reservations etc. We'll see how it goes..."