"We stayed at R2 Rio Calma for a week as a family of three (two adults and our five-year-old daughter). Overall, we had a pleasant holiday, but there were quite a few things that stopped it from being a great one.
We arrived very late at night and were pleased that check-in was quick and efficient. Reception wasn't busy, so we were checked in straight away. As we'd missed the main restaurant service, we were directed to the restaurant where we were given bread, ham, cheese, fruit and one bottle of water each. It was enough to stop us going hungry, but after a long journey it wasn't the best first impression.
Our room was quite small and looking rather tired. We asked about upgrading when we checked in but were told we already had a nice room, so we assumed this was one of the better rooms available. Had we been staying for longer than a week, I probably would have asked to move, although I honestly doubt the other rooms would have been much different.
The bed was very firm. Not the worst I've ever slept on, but definitely much harder than I would have liked. On the plus side, we had a bath, there was always plenty of hot water and the shower pressure was excellent, although the shower head itself was broken.
The drinks were perfectly acceptable, but the hotel's drinks policy was one of the most frustrating parts of our stay. You're only allowed to collect two drinks per person at a time. I understand the idea behind preventing people from ordering excessive amounts during busy periods, but it makes no sense for families. We are two adults and a five-year-old, yet if one of us went to the bar we could only collect two drinks. However, if we all stood at the bar together, we could order six drinks between us. It was a very strange rule and the staff enforced it so strictly that it became quite irritating.
I complained about this, and I have to say the General Manager was excellent. She completely understood our point, told us we could collect as many drinks as we needed for our family and said she would speak to the staff. The barman in the lobby bar became much more accommodating afterwards, but unfortunately the same strict rule continued elsewhere around the hotel, including at the children's disco.
The food overall was good to average. Breakfast was probably the weakest meal of the day, but there was still plenty of choice, so we always found something to eat.
The biggest downside of the holiday was the sunbed situation. If you weren't up around 7am reserving a bed, you had very little chance of getting one. There simply aren't enough sunbeds for the number of guests staying at the hotel. By mid-morning, many people were lying on towels on the grass because there was nowhere else to sit. That's not really what you expect when you've paid for a relaxing holiday.
The resort itself is quite remote, but we knew that before we travelled and actually liked the peaceful location, so that's certainly not a criticism.
One thing that really disappointed us was the all-inclusive package on departure day. Our wristbands were removed promptly at 12 noon, despite us arriving late the previous Saturday and effectively missing half a day's use when we first checked in. We later heard that some guests had been given a card allowing them to use the restaurant for lunch before leaving, but this wasn't offered to us, which felt a little unfair.
Without a doubt, the highlight of our holiday was the kids' club and children's entertainment. Our five-year-old daughter normally never wants to go to kids' clubs, but she asked to go every single day. The entertainment team were absolutely brilliant and clearly put so much effort into making the children feel welcome. They really are a credit to the hotel.
A tip for anyone visiting is that the hotel holds a White Party on Wednesday evenings. We had no idea this was happening as it wasn't advertised before our stay, so we hadn't packed anything white to wear. It would have been nice to know in advance as lots of guests got involved.
We also spent a day at the lagoon, which was lovely and definitely worth doing if your budget allows. It is an additional cost, but it's a really nice place to relax for the day. We had lunch there and, while the food was good, it wasn't amazing. The drinks were very good though. We spent around £120 for entrance, lunch and drinks for the day. It's certainly a nice treat if you fancy something a little different.
Overall, we enjoyed our holiday and had a good week away. However, I do feel the hotel needs to focus a little more on customer service and guest experience rather than trying to squeeze every last penny out of people. Whether it's removing all-inclusive wristbands at midday on departure day, charging extra for various experiences or enforcing unnecessary rules like the drinks policy, it does leave you feeling that revenue comes before the guest experience.
For the price we paid, I think the hotel offers reasonable value for money. The beautiful grounds, peaceful location and outstanding children's entertainment are definite strengths. With some investment in the rooms, better management of the sunbeds and a greater focus on customer service, this could easily be a much better hotel."
