Pine Cliffs Ocean Suites, Algarve

At first, the hotel and it’s area seemed amazing. The buildings, surroundings, area was truly breathtaking. We had halfboard and both breakfast and dinner was a good experience. At first. Since we had to leave really early this morning (5 am) We asked reception for take away breakfast since the buffé do not open until 7. They denied it and said that if we leave at 6, they maybe can fix it. We asked just for some fruit and water (travelling with three kids) but the reception suggested we ordered roomservice. We said that since we already paid for halfboard we do not want to pay extra for roomservice to be taken away in a bag in the car. We asked the reception to atleast ask if we could have fruit and water and that we could come and get it ourselves at the reception. The receptionist said he would get back at us, but never did. The day after my husband went back to ask again. Again roomservice was suggested. My husband mailed the hotel. Still havent got any response in 2 days. We then decided to leave the hotel one day early since the beds were terrible to sleep in (had a penthouse), and we didnt get breakfast. At checkout we asked to at least get breakfastfee returned. No expectations, but hopes. We then got the receipt. Several fees were added that we were not informed about and that ARE NOT IN THE TERMS. The receptionist insisted it was in the terms but it simply is not. 80 euros total were added for service fee (for shuttle bus we were not informed of nor used since we had a car), some donation called ’make a wish’ that we didnt get asked about, and when we saw the total on the restaurant bill I lost it completely. Since we had half board, we only pay for drinks. We do not drink alcohol. We had between 4-6 sodas total per dinner. The first night they charged us nearly 70 euros. The other two night around 40-50 euros. 4 sodas = 20 euro so you do the math. Only on one night we wrote ’yes’ on the line that said ’Tip’, believing it would be 10%, as said suggested on the receipt. In the end, every night they tipped themselves way more than we payed for the sodas. Another couple was standing next to us in the reception at check-out was upset about a similar thing. We just left the keys in the reception and left. I absolutely lost it when the receptionist insisted that we DID tip the restaurant and I had to leave the lobby after 25 minutes of arguing before I said anything I would regret. We have initiated email contact with the company we booked through to dispute the invoice, well aware that Pine Cliffs had our credit card information. Not a single word has been heard of from the hotel, not even an apology. Now, they have drawn 1.850 euros from our account for the halfboard and the made up fees and made up tips. We went to the reception with hopes of maybe getting some water for the next day, and instead left feeling robbed. So - if you want to spend 4500 euros for three days with really bad costumer service (with smirking receptionists when you are clearly upset) and hidden extra costs - this is the place for you. Above that, everything else comes with a cost. Everything. Kids club (80 euros per day!) mini golf, trampoline, groupsessions i e yoga.

Overall this resort has some nice things but I just don’t understand managements position to deny any compensation after a total water shortage for 12+ hours. No shower after the beach; no running toilet; no drinking water from check in to the next morning. Besides this regrettable incident the hotel has some nice things going for it. Big spacious rooms although they need a refresh. Nice amenities (beach service although almost always full); 2 pools a nice lawn with many chairs. The resort is located in a beautiful location on top of a beautiful cliff with sweeping ocean views. The restaurants are insanely expensive especially Portofino (34 euros for a pizza plus 10% service charge). El pescador was a great diner although very expensive as well. The staff was lovely as well just stunned by management’s position that it’s ok to pay close to 500 USD a night for a room with no working water.

The hotel is absolutely amazing. The staff are really pleasant and always seem to have a smile on their faces. Checked in at 10am as our flight was early and had to wait a couple of hours for the room but we were able to use all of the facilities. I’ve travelled to many hotels around the globe but the beds in this hotel are the best I’ve ever slept in. Played golf on Friday 11th all booked in advance and everything went smoothly. The views are amazing. Just a heads up as this was the first time we used Travelup and I was a bit sceptical from some of the reviews, but I needn’t of worried they were considerably cheaper than all the other hotel websites I looked at.

We just spent another wonderful week at Pine Cliffs. We have been staying here many summers since our son was 4 years old and loved the football tournament. He is now a university student. The resort remains beautiful and unpretentious - for us it is almost a second home. We love lying on a deckchair under the pine trees on the lawn eating ice cream, the champagne bar with the most beautiful view over the sea and the cliffs, the well equipped gym and lap pool, eating breakfast in Jardim Collonial, the walk to the beach and the beach itself. We were arriving quite late on our first day but a very friendly guard at the beach managed to put up some extra chairs for us. We only ate outside the resort on one night - a burst waterpipe had caused some havoc but this was resolved later that night. It remains a very family friendly resort with good restaurants and friendly staff and we can only highly recommend!

This resort is in a wonderful location, and the duplex rooms were fabulous, but what a shame about the apathetic and at times, rude staff. Professionalism, hospitality, courtesy were all amiss which was a real shame. Having stayed at Puente Romano resort in Spain during June, which is another top resort, however, the PR staff when even rushed or busy were at all times polite, courteous and helpful, perhaps Pines Cliff should take notice.