Pine Cliffs Ocean Suites, a Luxury Collection Resort & Spa, Algarve

Fantastic property & great room! We stayed in a suite which had a fully stocked kitchen and lots of space. We were golfing in the area and the local course is in nice shape. It’s not much of a “deal” for staying on the property, 10€ off. They charge for balls in the range. It’s one of the reasons we decided to stay. I would not stay again for the golf but I would for the hotel service & beach.

We’ve just come back from a 4-day break at Pine Cliffs. I was expecting 5-star luxury, but it was 3–4 at best. The positives: • Breakfast had many, many options and was delicious. • The housekeeping and customer service teams were very quick when responding to any room requests. • The spa was included for resort guests. A lot of Marriotts we’ve stayed in charge extra for it. The negatives: • No outdoor heated pool, except for a tiny one right next to the car park and kids’ club. No one wants to go into an ice-cold pool, regardless of how hot it is. • The spa itself was lovely, but the staff need to be more visible to ensure people are following the rules. On three separate occasions, I saw three different men strutting around naked—in the open experience shower (twice), and once in the sauna—with everything on show. Not what I want to see when trying to relax, and it made me feel very uncomfortable. • Some staff members were quite rude and seemed only interested in trying to get extra money. First of all, as a Titanium member, you expect to be given one of the nicer rooms in a quiet area when available—especially when using our well-earned Elite Reward Nights. The original room we were given was next to a restaurant, with a lovely noisy view of the car park and kids’ club. When we mentioned we had used our Elite Nights and selected a few different room categories, we were told that they were full and the only other option was an upgrade to a 2-bedroom suite at an additional cost. (We had already selected the 2-bed as one of the upgrade options with the Elite Nights, so we didn’t feel it should carry an extra fee.) After demanding to speak to the general manager, they managed to move us to a quieter room in the same category we were originally given. Why couldn’t they have done this in the first place? Additionally, the night before check-out, we confirmed a late check-out of 6 p.m. due to our late flight. We spent the day exploring and enjoying ourselves, but when we returned, I noticed a missed call. This was at 4 p.m.—they wanted to know why we hadn’t checked out. When I explained we had agreed on a late check-out, they told me there would be an extra cost and only backed off when I showed proof. This made me and my husband feel ambushed, and again, like they were only after more money. • Lastly, I feel there could be a bit more to do around the hotel—activities, music, anything. It just felt more like a serviced apartment than a luxury five-star hotel.

Excellent accommodation. Friendly reception staff and friendly and helpful porters; always willing to help and always had smiles on their faces. Garden suites were excellent and comfortable. Pillows and beddings comfortable and sleep was relaxing. Breakfast was lovely. The evening meals at the restaurant delightful and tasty. Overall had a wonderful time and would recommend it for anyone looking for a b;lissful holiday and short break away

The resort is lovely and there is a variety of food on offer. If you are staying in the “premium” ocean suite you would expect housekeeping to service the room during the five hours that you were outside. However, not in our case, on returning to our room at 5 pm, we noted someone had come to the room but only opened the curtain and moved a pillow. Housekeeping offered to service then, how can that be achieve given that your children are currently using the bathroom to get ready for dinner. They promised to return at 7 pm whilst you’re out for dinner. On returning at 10 pm, you realise the promise was empty. No one had bothered even come to check over or even restock the basic such as toilet tissue which was running low. We had to call for attendant came at that point to restock. She then tried to straighten the bed, what’s the point at 10pm?!?! If the turn down service team even bothered to show up they may have noticed lack of house keeping service. Clearly that was a no show too. Service at the resort is extremely slow, but having to request for toilet rolls after prior housekeeping escalation is absolutely sub-standards, even at the minimum. Extremely disappointed!

The resort is lovely and a variety of food on offer. However, if you are staying in the “premium” Ocean Suite, you would expect house keeping to at least service the room during the five hours that you were outside. On returning to your room at five pm, you had to ask the lady in the hall for towels. You speak to housekeeping, they offer to service it then, how could that be done given your family is getting ready dinner? They promised to return at seven whilst you are out for dinner. On retuning at 10pm, you realise the promise was empty. No one has even bothered to come as check to restock be the basic of toilet roll. Service in resort is slow, but having to request for toilet rolls after prior housekeeping escalation is appalling. Absolutely appalling standards, even at the minimum. Very disappointed.

We came last year and had a lovely family holiday in the Ocean Suites. We booked for 6 people and decided to come again this year. We booked over a year in advance in order to secure the same rooms overlooking the pool. We arrived today and were told that one of these rooms was not available and we would be in a room facing the CAR PARK instead. We did not travel all the way from London where we live on a busy road to arrive in Portugal to be in a room where we cannot even see the sky. The other room for the same price is facing the sea. Both are called “Resort Suites” for the same price. This is totally deceiving, and misleading advertising. The accomodation manager refused to help us and the duty manager was so rude and unhelpful too! We have travelled a lot and never had such shocking, intransigent customer service before. Clearly the customer does not come first here. We will never be back and do not recommend. They only offered us to upgrade for a room double the price! We were offered NO compensation only empty apologies. There are many 5 star resorts in Europe that have fantastic customer service and go out of their way to help. This is not one of them!