We decided to go on a romantic getaway to Algarve, and although some friends had not so good experiences at this hotel, the reviews were so good we decided to give it a try.
Well, first be ready as when you imagine Algarve, well well is not this. You are kilometers from the beach in the mountains so be aware of that!
Then when you look into the images, you image a romantic retreat and yes…you should go there and take your own conclusions…. Is not exactly the same. The lakes are green and not well kept, the outside pool has a few places and we had to go to another pool, up the property. The pool was very dirty, full of dust in the bottom, the wood umbrella was broken and full of spider webs…. The Jacuzzi in the back cover with plastic and absolutely no service. In two hours on the pool we saw no one….n one asking if you want a drink or something, quite strange for a luxury hotel no?
Then you get to the rooms…. We book one night, planning to stay 5 but due to our friends warning we decided to book on the arrival day the rest of the stay…well we didn’t….. the room didn’t had any view, was old and not properly clean. The bottle of water had been used and we had to call the waiter to change it… the bathroom wasn’t properly clean as well. Calling reception, no one answered and going down we were informed that the receptionist had an emergency and went home…. What a service ah??? The spa didn't had availability and was closed...the sauna is not working and if you want to use the jacuzzi you have to book in advance, can you believe it?
When laying by the pool, there were a couple of British guest and comment that they weren’t hosted in the hotel but in Quinta do Lago (wonder why??) and going there because the food was good….going for dinner we were obvious curious and have to say the meal was great……very very good! But is this enough?
Apparently, it was foreseen turn down, and we say the maids going in some rooms, but not ours and the next day with the breakfast private ion you balcony – well for those that has a balcony….. they gave us another balcony and the breakfast ordered for 9am arrived at 9.55am. the maid, very nice, said it was not her fault, but the report, which she showed, stated 10am. This same report with special request for breakfast like yogurt, eggs and others that we were not informed at any time that were possible….
Well, with so many option in Algarve, by the beach and with good facilities, I cannot recommend this hotel as a good experience, at least for us. As commented by our friends, the British, usual guests are very welcome but casual and special Portuguese guests, not so much….. up to you to visit and decide!
good luck with room assignation!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
4 October 2011
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I have read your comment and I would like to thank you for taking time to list the problems.
I am horrified by the points raised! My sincere apologies.
Monte do Casal is located in the countryside, but there are good access to the beaches, golf courses and the most important towns in the region.
I have noted the points you raised and we certainly are resolving the situation as soon as possible with the second swimming pool at the villa.
Regarding to the jacuzzi at the villa, it was not working at the moment, but we have a fully operational jacuzzi in the spa. It is located near by the swimming pool and it is open from 10am to 7pm and you do not need to reserve.
I was surprised to hear that you say that your room didn't have a private balcony, because every room has a balcony.
I am very pleased to know that you enjoyed your restaurant experience, thank you for your kind comment.
I am very sorry to know that the turn down didn't happen and you are very dissappointed about your holiday.
I believe this was an isolated series of incidence and it doesn't reflect the usual level of clients satisfaction, as seen in our visitor's book, which you can find in our website.
Some of the sunbeds fade in colour during the Summer, but we have already painted the sunbeds and the little tables by the pool.
I feel that the pictures taken seem unfair, they displayed the worst areas of the 5 hectares of the gardens and the hotel.
Once again my sincere appologies, all your points will be taken in consideration.
With kind regards,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC