Palace Hotel & Spa Monte Rio

I've been careful about how I wrote this, as I do not intend to unfairly slur or critique a hotel. I know that reviews are important for business, and that a poor one may negatively impact the hotel, but after the experience I've just had I feel it necessary. We arrived at the hotel late on Tuesday evening, and were greeted by a receptionist with very little English (understandable as its a foreign country but part of the hotel's description includes English speaking staff). The receptionist told us that our price did not include the pool. I told her we wouldn't be using the indoor pool as there is an outdoor pool (clearly advertised on ***********). The receptionist told us that the outdoor pool was unavailable (no reason given) and told us if we wantes the indoor pool it would be €20 per person, per day. Going to a sunny country from Ireland, we were very excited for the pool, and were extremely disappointed without it. Exhausted, we said that we would have a think about it and get back in the morning. Upon entering the hotel room, we noted that the Air Conditioning was broken, there was no safe (advertised on ***********), no balcony, and the fan in the bathroom was not working. We decided to wait to speak to a receptionist with better English, but when we approached the desk at lunch time the next morning we saw the same receptionist. We explained that we weren't happy with the room. We eventually were given a new room on Thursday, following several interactions with reception (no English speaking receptionist available) and a very intimidating interaction with a member of housekeeping, who proceeded to speak very aggressively at me in Portuguese when she realised I was unhappy with the room. She actually knocked on the door a few minutes after we got the new room and walked in to inspect it! Unfortunately this was not the last of alercations with this housekeeper. Our new room had no safe, no balcony furniture and was very outdated. We couldnt use the wardrobe as it smelled very bad, musty. The room was not cleaned once during our stay. By day 4 we had to go to reception and ask for towels and toilet paper. They couldnt understand us and we only got towels. Our toilet stopped working by Friday and we had to manually flush it. The food in the hotel was poor. Breakfast was free but not good at all. Dinner was €25 a head, very expensive for the village, and consisted of reheated meat and salty potatoes. On Saturday evening while going for dinner, the housekeeper mentioned earlier walked past us, shouted 'Oi!' to us, and then told us in broken English that she was sorry she never got the chance to clean the room. We said it was ok (even though it obviously isnt but she was very intimidating), walked off, and she shoted 'Oi!' at us again, asking if we wanted towels (we had gotten our own that day from reception). The hotel also claims to have sound proofed rooms, and this is also a lie. Building was taking place in the hotel and we heard

A pandemia "estragou" com certeza este espaço, em tão bonito sitio, mas as faltas de cuidado dos quartos não acaba com este argumento. Quando se reabre um unidade destas existem cuidados que ilustro com fotos. Alem disso pouco pessoal, pois com o bar ao lado da recepção tivemos de esperar que uma das colaboradoras que estava a fazer check-in nos atendesse. Só fiquei uma noite, mas muito sofrivel para um "4 estrelas". Falta de cuidados na li.peza do quarto. Tínhamos no nosso quarto uma porta que comunicava com o quarto do lado com achave na porta (foto em anexo). O pequeno almoço é razoável. No meu entendimento 3 estrelas mas somente que tão agradável lugar (São Pedro do Sul) e suas gentes merecem ser visitados.

Hotel datado. O único ponto positivo é o pequeno almoço e, para bufete, por 25€ por pessoa, as refeições são de qualidade e quantidade. Poucos funcionários, com serviços de apoio fracos ou inexistentes. Publicidade enganosa em relação à piscina exterior que estava fechada sem aviso. Para se usar a piscina interior, tem que se pagar cerca de 18€ por pessoa, durante 1h, estando esta sem vigilância e sem cadeiras/ espreguiçadeiras, e apenas com uma espécie de cabides para pousar os roupões. Para um hotel em cujo nome figura spa, é um engano, pois a sauna e o banho turco estavam fechados. Os quartos nem minibar têm nem tão pouco amenities. Apenas 2 pequenos sabonetes e um recipiente sem designação se é apenas gel de banho e/ ou shampoo. Para um hotel de 4 estrelas, com reclassificação em 2013, fica muito a desejar.