Sao Rafael Suites

"My husband and I stayed at this hotel for 5 nights from 23/09. We used Golf Escapes as an agent to book it. (I wouldn't recommend them). Check-in We arrived around 11am, and depsite our nerves based on previous reviews, were pleasantly surprised with the reception and welcome - this didn't last long. We were told that our room would be ready at 4pm, and we could use the All Inclusive from 3pm. We could have lunch either day of arrival or day of departure so we chose to have it that day. We had booked golf for my husband as well on the first day, so we were picked up at 12:45pm, which meant waiting for the room/AI availability didn't really affect us. Whilst we waited we went to the pool bar and ordered a beer - which we paid for - and were served cider, not sure how wires were crossed there but we didn't complain - just happy to have a drink, and the staff weren't very friendly! The pool bar was dirty and dark. The floor looked filthy and the furniture was old and scruffy. Food The food wasn't great. Breakfast options were hot food including scrambled egg (no flavour, weird texture), sausages (fatty) and bacon (not for me, greasy and fatty). Pastries, toast etc. There was an 'egg station' you could get poached or fried eggs. Serve yourself coffee from the machine - again, not great. Staff unfriendly, unwelcoming. Drinks The all inclusive drinks are poor. On 3 separate occasions, we were told they had run out of vodka! You can get drinks from the pool bar and the main bar. The main bar of an evening was crazy busy, since the bar is tiny and only has a maximum 2 bar staff on (usually only 1). Service is slow and again, not very professional. A lady before me in the queue asked for a soda water and was served a beer. Bar man said he didn't speak English. Again this was a common theme with staff - I heard that a lot. Surprised that Malibu was not included. Wine & beer perfectly fine to drink, just either wear shoes to the pool bar, and prepare for a long wait at the main bar. Room The room / suite was much bigger than we imagined. We had room 116, with a pool/sea view, front room with sofa bed, bathroom, bedroom and en suite. The room was ok - just a bit dated and worn, and probably not as clean as I would like it. Loads of wardrobe space, almost too much!! One cupboard had a big water tank in it which was weird but didnt bother us. The bathroom is alright, the shower / bath is really dark though, so feels a bit dingy. Air con is not explained nor are there instructions, so to save you a trip to reception, there is a tiny button on top of the box that you need to press to turn it on! There was no tea/coffee/water in the room when we arrived. We had to ask for a kettle and then take tea from breakfast. We found this odd for AI, especially lack of water! The bedroom door wouldn't shut properly, which again wasn't an issue for us but might be if more people are sharing the room. Layout This hotel is not accessible. There is 1 working lift in order, and you still have stairs / a fair walk to access all areas. The stairs aren't signed, so we felt like we were sneaking around the hotel using secret stairs! It's a very strange layout. Pool There are 2 pools and a kids pool. They were ok, though again not that clean. The sunbeds were old and saggy / uncomfortable. Dirty straws and cups are left hanging around. Also, every morning they used a leaf-blower for ages which drove me crazy! Staff The only friendly staff we encountered were at reception. The restaurant staff seem like they don't want to be there and certainly don't want to serve you. As mentioned we heard a few times 'I don't speak english' which may be true, but felt like a cop out. Golf My husband really enjoyed the golf - he had 3 rounds booked and that all went smoothly. Power cut Whilst lunch was on one day, there was a powercut which lasted a few hours - understandably out of their control but that stopped all drinks bar wine and water. Clientele This hotel should be advertised as a 3 star tops, and should be exclusively for golfers! The hotel was mainly men / boys in groups, out for golf in the morning / afternoon, otherwise drinking and being loud. I wouldn't recommend staying here unless you're looking for a place to sleep whilst on a golf trip. Prepare / expect to eat out."

"Reception are as good as useless. Our party of 12 have Been here since 11am. 2 rooms were ready at 14.30 our room is still not ready at 16.10 and they can’t tell us when we will get our room. Not a great way to start our holiday 👎🏻"

"Awful post-stay customer service. When I visited a cleaner discarded an item of mine, when raised to the front desk they promised that I could get a new one when at home and have this reimbursed. I spent months going back and fourth with them over this, doing everything they asked but constantly got ignored. I would actively avoid staying here as any good customer service received only extends to the point at which they have your money, they don't care after that."