페스타나 돔 주앙 빌라

My elderly parents stayed at the Pestana beach villas for 2 wks. They were really looking forward to their long awaited, hard earned holiday but were very disappointed. On arrival they had to wait nearly 4 hours before they could go to their apartment. They were aware that check in wasn't until 3pm but were told it would probably be possible earlier. My elderly parents had been travelling since 4 in the morning and were not permitted to enter their villa one minute before 3pm. Prior to their arrival I asked if I could see where they would be staying. I was refused but I was informed that I could request ground or first floor accommodation . I requested first floor but that wasn't granted. The accommodation itself was very poor, and in need of an up date. The minuscule kitchen was inadequately equipped. On multiple occasions they had no hot water in the mornings, having to have cold showers and treck over to reception to try to resolve the issue. They were supplied with shabby towels with holes. The access to the villa was a death trap, especially for elderly people coming back late at night in the dark, as the pavement outside was in a dreadful state of repair as my photos show. Mum fell on a large hole which had not been fenced off and was left exposed. Clearly there was maintenance being carried out, however my parents were misled regarding the extent of this when booking. Extremely poor level of care and poor standards.

This beachfront hotel offers stunning ocean views and impeccable service. The reception team is warm, welcoming, and exceptionally attentive, ensuring a seamless and delightful stay. Thank you to Helena and Jessica ( i think it was their name) whom we deal with during the stay.