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Reviewed May 17, 2017

I booked on Voyage Prive. I have travelled with them before and loved it.

This hotel is gorgeous, it’s a gorgeous setting but unfortunately the service did not match the hotel.

It seemed none of the staff could answer queries. It seems this is a known issue looking at the reviews now.

Examples of annoyances...

None of the menus where up to date (bike list, mini bar menu, pool bar menu).

No fridge at pool bar. Staff needed to go to hotel to collect beer.

Room service order arrived cold and on a different bread that we specifically asked not to have, and with 1 sachet (in a 5* - sachets!) between 2 people when we specifically asked for extra (they refunded).

Food order by pool bar took 45 mins and arrived in plastic boxes and I had to request cutlery. It was also sitting behind the bar as they forgot to bring it over.

Cocktails by pool bar took 40 mins and arrived with syrup and tasted vile. Our Mojito was bright blue with 2 lemons.

We were told pool menu wasn’t current (on blackboard). Told by someone else 2 days later it was.

Told the bikes price list was out of date, after renting two bikes and whilst waiting for helmets and basket (they advised us then they didn’t do baskets any more- friend carried bag on her shoulder) excuse was it was Europcar not them.

Chain fell off one bike, couldn’t adjust seat on other (with kids seat which my friend was going to put her bag in- as no basket, waited 10 mins for the helmets, I went without as only 1 adult helmet).

Got check out bill wrong (doesn’t itemise by food but by price so we had to sit down for 10 mins to work out). Didn’t get offered complimentary wine, took from fridge and was told it was wrong place.

Didn’t have some of the items on minibar menu in our room. Asked for crisps, were told they had none as so popular they never actually put in room. Waited 30 mins and were told they didn’t have any at all in hotel. Ordered toasted sandwiches. Arrived with crisps. asked for an outside table at breakfast (there were loads) we were asked to wait at the door whilst they set it up (when I asked if we could at least go to the buffet and start plating our food we were asked to wait and not leave door area).

Room wasn't cleaned one day (we knew they had been in as one bottle of complementary water in room and that was all).

For a 5* I would expect a bottle of water each...

Also super confusing in the room there were 2 bottles of red wine, one on the table with two wine glasses, and a letter from the hotel saying welcome and another over in the kitchen. made it seem like that was the complimentary bottle, but it wasn't.

I saw a few comments saying the spa was tiny, which I would agree with. We wanted to use hydro therapy pool but were told we needed hats- But there were kids in there 5 minutes later without swimming hats. You also have to walk through the gym to get to the sauna, steam room, hydro therapy pool etc…. and to get water from the cooler. Didn’t have any massages etc. Was clean though, provide robes and sandals.

Shuttle bus was hard to get onto! It was free which was great but you need to plan ahead. It also only runs until 6pm which is a shame. The driver we had however was amazing, he chatted and showed us some sites on the way into town. Taxi was 8/9 euro each way.

Otherwise on the positive side.... the suite was beautiful, the hotel is clean, its pretty, its like being in southern California. Its relaxing, and quiet.

Highly recommend getting a bike and going along the coast. Ive been here before and its so stunning.

We got free internet with our room.

Room Tip: Try get a room on the pool/restaurant side.
  • Stayed: May 2017, travelled with friends
    • Value
    • Rooms
    • Service
1  Thank LondonAF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_SheratonCascais, Guest Relations Manager at Sheraton Cascais Resort, responded to this reviewResponded May 19, 2017

Dear Sheraton Cascais Resort Guest,

We would like to thank you for choosing Sheraton Cascais Resort for your stay in the fabulous village of Cascais and also for the time spent sharing your experience, it means a lot to us.
We are indeed very concerned to learn of your disappointment with some aspects of your stay, like swimming pool bar and bike service, and I would like to sincerely apologize for the shortcomings you mentioned.
Your comments have been duly analyzed and discussed with the Management Team in order to duly address the items you referred, so we can be sure that same will not reoccur in the future.
May we take this opportunity to sincerely thank you for your feedback as it is mainly through our guest’s input that we can improve our standards of service and we are grateful for your contribution.

Kind Regards,
MARIA MANQUINHO
Guest Services Department,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 25, 2017 via mobile

This is a lovely resort and staff really try hard. The rooms are spacious with balconies and the pool area is spacious with lovely crisp white towels. The problem is that it is far from everything so you will be bound to the resort unless you have Uber. I also doubt their ability to manage huge summer crowds. Room service took on average 35 minutes for a simple order.

Stayed: April 2017, travelled with family
Thank Elaine M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed April 16, 2017 via mobile

The rooms are great, the personell are nice (and partly very slow).
However, the "free internet" was in the lobby only and access in your room was only EUR 20 a day, which makes a low total score with me.

Stayed: April 2017, travelled with family
2  Thank Hans U
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_SheratonCascais, Guest Relations Manager at Sheraton Cascais Resort, responded to this reviewResponded April 17, 2017

Dear Sheraton Cascais Resort Guest,

We would like to thank you for choosing Sheraton Cascais Resort for your stay in the fabulous village of Cascais and also for the time spent sharing your experience, it means a lot to us.
We are indeed very concerned to learn of your disappointment with some aspects of your stay and I would like to sincerely apologize for the shortcomings you mentioned.
Your comments have been duly analyzed and discussed with the Management Team in order to duly address the items you referred, so we can be sure that same will not reoccur in the future.
May we take this opportunity to sincerely thank you for your feedback as it is mainly through our guest’s input that we can improve our standards of service and we are grateful for your contribution.
Kind Regards,
Guest Services Department,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 16, 2017 via mobile

Family stay for 2 days. A bit outside of center but in a nice environment. Rooms are big and well equipped but the sofa bed is too small for two teenager to sleep, we have requested an extra bed and got it luckily. The breakfast is too expensive (20 eur each) if you have a rate that does not include it, you are better off with a typical bar in Cascais where you get nice pastry. Wifi is too expensive, 20 eur, it should be included in the rate. I came here becuase I am an SPG gold member but am not sure if I would return next time.

Stayed: April 2017, travelled with family
Thank RicforSpain
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_SheratonCascais, Guest Relations Manager at Sheraton Cascais Resort, responded to this reviewResponded April 23, 2017

Dear Sheraton Cascais Resort Guest,

We would like to thank you for choosing Sheraton Cascais Resort for your stay in the fabulous village of Cascais and also for the time spent sharing your experience, it means a lot to us.
We are indeed very concerned to learn of your disappointment with some aspects of your stay and I would like to sincerely apologize for the shortcomings you mentioned.
Your comments have been duly analyzed and discussed with the Management Team in order to duly address the items you referred, so we can be sure that same will not reoccur in the future.
May we take this opportunity to sincerely thank you for your feedback as it is mainly through our guest’s input that we can improve our standards of service and we are grateful for your contribution.
Kind Regards,

MARIA MANQUINHO
Guest Services Department,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 14, 2017

We liked the comfort and decoration of the room and the excellent Customer Service of reception, Especially Antonio Vila Mayor, who made up for how disappointed we were with hotel policy.

In my former work I travelled over the world and many times stayed at Sheraton. I was expected the same service as than. However the company policy seems to be ; get as much money out of customers as possible. Charging extra for Wifi, for coffee pads, for breakfast, the free shuttle is never available. Our welcome was a security officer who let our taxi driver wait 5 minutes and when the taxi driver asked friendly why, he started a quarrel. Than we received a letter under the door how to invest in Sheraton . The staff however makes up for bad policy hotel

  • Stayed: March 2017, travelled on business
    • Value
    • Cleanliness
    • Service
2  Thank mirandaandjohn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_SheratonCascais, Guest Relations Manager at Sheraton Cascais Resort, responded to this reviewResponded April 16, 2017

Dear Sheraton Cascais Resort Guest,

Thank you for taking the time to share your recent experience at the Sheraton Cascais Resort with us.

It appears from your feedback that there were a few challenges during your stay with.

I truly apologize that the service was not fully functional during your stay. I, along with all other hotel associates, are passionate about offering the best possible experience to all of our guests and are subsequently looking into ways to improve the service that we offer and our facilities.

Thank you again for taking the time to share your feedback with us!

Best Regards,
Guest Service Agent

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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