Due to the Oscar Storm we were exhausted on arrival, Marcio welcomed us at the reception with no warm welcome whatsoever, not much care about mentioning the day we lost trying to enter Madeira. Bathroom had hair on the bathtub on arrival, safe wasn’t working, we waited for maintenance but had to leave with our valuables and jewellery, only when we came back in the evening the safe was fixed. No pens in the room to write on the laundry sheet. Balcony only had one chair, others had two as we could see from outside. Allison from reception was a star always kind and very helpful.
On our last day the pool in the morning wasn’t available for a swim, and after check out the first night we lost wasn’t mentioned again, and we had to keep our luggage ourselves in a room without a ticket, not very safe even though there was a camera.
Breakfast was really good, all the staff so effective and polite, the sparkling wine was very nice and given to us for my wife’s birthday.
Upon reaching out to hotels.com and speaking to the hotel about the refund of the first night the hotel replied to have no one in today to approve the refund, not happy at all.