PESTANA VILA SOL GOLF & RESORT HOTEL

Liked the room and the pool area. However, breakfast needs improvement as to quality of the food served for 5 star hotel. The alcoholic drinks we ordered at the bar near pool area, were bad and pricy. All staff was friendly every time we went to restaurant, bar, reception and gym but that was all. We asked for later check out as we still wanted to use hotel facilities before flying back but, we have been told it's not possible and the gentleman did not even try to pretend he will arrange something. That's okay as they might not provide services like that. Overall, the hotel has lovely views and we did enjoy our stay but, I think I will book elsewhere next time.

How can a hotel group like Pestana with a hundred holiday hotels and other ventures allow such neglect to degrade what it delivers to its customers' Our room in one of the villa blocks on the hill above the pool should have been a treat, especially as we had a complimentary upgrade to it from a superior room in the main hotel block. Our luggage was going to be delivered, but after an hour and a call to Reception after 30 minutes that promised instant delivery I had to go back there to get some of it, with the rest being delivered soon after (and by observation throughout the week we saw no luggage being delivered or collected to/from the villa area by staff so this must be a 5-star hotel which appears to offer such a service but does not deliver on it.) . Action was also needed for a television with no picture (restored to a ‘snowy’ picture state only) and jammed sliding wardrobe doors (put back but jammed again as soon as used). The block-paved pathway to the villa block, and several other sections of pathway on the estate, was badly distorted with corrugated sections and isolated blocks sticking up and making trip hazards. The worst section pathway on the way to out room was unlit at night due to a failed light beside it - so we had to take a torch for our own safety. Patches of rendering were off walls and pillars outside and inside we had a water-damaged area of wall. There was even more; further examples of neglected maintenance issues that if attended to could so easily have kept the accommodation close to the claimed 5-star standard. Friends in other rooms in the villas and in the main hotel had many of the same issues especially the jamming wardrobe doors that seem to be equally worn and un-repaired throughout, and even poor Wi-fi and excessive noise in some cases. Offering room changes and issuing complimentary drinks vouchers was the management’s standard reaction. Attending to the basics would be much more sensible and have a lasting impact. We heard from management that an upgrade programme is planned, but not until the winter of 2018-19. Incredible! Otherwise, my brief conversations with the manager (new) and guest services director produced nothing more than admission that they “had issues” and a couple of vouchers for complimentary house drinks. And how can they neglect to staff the restaurant and bars properly' Having just one barman on duty at 7pm caused a pre-dinner drinks waiting time of twenty minutes. Another day just before 6.30pm the pool bar staff had long gone (the facilities leaflet did say it closed at 6.30) but at the same time there was no staff at the main bar (which opens from 5pm). One day it took fifteen minutes and three requests to get tea at breakfast. The buffet, which was of barely acceptable standard ran low regularly, with little staff attention to replenish until prompted by guests, and then surly responses in some cases. One morning at breakfast on the terrace we were astonished to see a member of staff throwing bread to the ducks on the adjoining lake! The sparrows enjoyed the crumbs too! All this is so silly when the neighbouring Vila Sol golf course is well-designed, challenging, well-run and maintained to a very good standard, if not quite as good as the best of the Algarve courses. Management of the group enjoys its slogans; “THE TIME OF YOUR LIFE”, “FROM SOMETHING TO EVERYTHING” and least appropriately “YOU ARE OUR PRIORITY”. It must focus on its product and its customers, not on its slogans. We won’t be returning to this Pestana hotel or any other in the Pestana Group.

Recently stayed at the Pestana, we were moved here by the agent due to a mix up of rooms. This hotel is a 4* not a 5, we stayed in a garden room which was a bit dated, the render on the outside walls was coming off and needs fixing and re-painting, we were allocated a room near the pond which would have been great had we not had small children with us, therefore unable to leave them alone for 2mins as the pond was not fenced off and therefore not safe. The render round the children's pool was coming off and left on the floor around the pool, this needs fixing and repainting, the pool was far too cold for the children to play in and was at the top of a waterfall with steps down to the main pool, again not very safe when you have small children that are able to walk and wonder off up and down the stairs. Maybe something to think about.... Ensuring its safe and secure so parents are not worrying all day. The shuttle service is great but it would be even better if it ran at night, maybe the last bus leaving the hotel at 7 instead of 4:30. Who wants to go out at night at 4.30' The shuttle bus stopped running 30th September which meant taxis too and from the Marina at night, this becomes expensive when a taxi is 18 euro each way...... The pool bar is very expensive and the menu is limited, your better off eating in the Clubhouse. If you want a holiday where you can spend a lot of money on "not a lot" and do nothing other than stay at the hotel then this maybe the place for you. It's far too far out the way of anything, there's not even a supermarket within walking distance for water or snacks and for people with children then this is an absolute must. The weather is great, we had sunshine and great temperatures everyday so Portugal is ideal for a bit of Autumn sun however I will not be staying at this hotel again.

Stayed here for 3 nights as a special return trip to the Vilamoura area with my wife this weekend just gone. We arrived early and were able to get into our room which was a great bonus, although with 2 staff on Reception handling a large queue and what looked like complex queries from other guests it took a long time to check in. Seemed to be plenty of questions and requests that a 'Concierge' could have been handling (which I would have expected at a 5 star resort). Overall our Garden Suite was great, plenty of space, perfect location, clean and we did not want for anything on the accommodation front. The staff at the pool bar area were a little slow and I noted them getting a number of orders wrong. Having the bill tucked around the corner seemed to mean it took an age after getting the drinks to then get the bill to pay for them. Don't get me wrong, the staff were all very friendly, but 'could do better' would be my overall comment here. Could not fault the choice or volume of the breakfast option at all Food at the pool bar was ok but did feel a little pricey and you definitely need a few quid in your pocket if you plan to have a couple of drinks. Pool area was excellent really quiet, plenty of space, very clean, lots of sun beds / tables etc. Great sun trap.

The breakfast at the Villa Sol was plentiful and great value. I cannot thank them enough Staff were friendly, requests for extra ice from the bar and storage of luggage all made the trip that not enjoyable Thanks