The hotel is in a beautiful area, but the service is not what you would expect from a 5 stars hotel, the staff is rude and unprepared and seem to blame the client when something goes wrong or use covid as an excuse.
- The first appalling thing is that you need to have some special cards to use towels at the pool, they seem to be afraid that people will steal their towels.
- The rooms are not clean
- The staff is unhelpful: We had a duplex suite that was extremely small and packed with furniture, as we have a small baby and the bedroom could barely fit a cot we asked to see other option when we arrived and the receptionist said there wasn’t much she could do as that was “our mistake”, she kept repeating that all the time.
- On our second day we ordered room service from their app, when the order came it was completely wrong (we had had the same food the night before so we knew that it wasn’t what we ordered), and it was served in boxes with no cutlery. We called the room services staff and the answer was again that it was our problem, we kept trying to talk to the duty managers, but no one took responsibility, they ended up charging us the entire amount and not even apologising for the mistake.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Manuela Malveiro, Guest Services / Front Office at Pine Cliffs Hotel, A Luxury Collection Resort, Algarve
Responded 4 weeks ago
Dear Guest Mariana C, We regret to learn we have failed to meet your expectations, for what we present our sincere apologies. We greatly respect your feedback and fully appreciate your comments in regards to your stay with us. Every aspect you have brought to our attention was worth of our serious consideration and we would like to invite you to contact us at firstname.lastname@example.org, to give us an opportunity to better understand and explain your comments, and be able to investigate the matters further. Sincerely yours, Guest Relations Team
This response is the subjective opinion of the management representative and not of TripAdvisor LLC