What to expect
- Sleep Quality
Last 5 reviews
Appalling Lack of Communication
I freely admit this a first and an unusual review to write, having not actually stayed at the hotel. So to explain, last Friday night my flight to Faro was cancelled due to storms that hit the UK. I desperately tried to reschedule my trip at the last minute and with all the travel chaos that hit the UK over a 72 hour period. My flight operator was brilliant, in constant contact and trying their best to get a new flight arranged. Great. However, the Tivoli were utterly useless. So useless in fact that as I write this some 5 days later I have still not received a reply to my email I sent out of desperation to see if my room reservation could be moved given the extenuating circumstances. The only communication I received was an auto generated system email to tell me that as I was a “no show” my reservation was now cancelled. Thanks for nothing Tivoli.
As from my previous reviews, all our visits have been faultless. Since our second visit, we have been spoilt with the lovely gesture of a bottle of bubbly and hand made chocolates to welcome us back. We have actually lost count how many visits we have made to Tivoli. At least 8. This was our second visit in 5 months. On arrival, we were happy to relax by the pool,have lunch then make our way to our room after 3pm. We arrived to the room approximately 4.30pm. A purobeach room (which we had not stayed in before) but included the same facilities as usually included, as well as the use of the beach sun loungers. Entering the room...dark, dusty and dated. Twin bed instead of a double. No sign of a welcome back. In fact, not welcoming at all. No hand or bath towels in bathroom. After 4 frustrating calls to reception, towels finally arrived 2hours later at 6.30pm. The second evening, we were kept awake all night by the howling wind through the sides of the patio doors, as though the doors had been left ajar. This was mentioned in the morning to which we were told maintenance would look into it. No difference. The third evening, howling and whistling persisted. We resorted to turning on music to drown the noise out for the rest of our stay. House keeping was very poor. Balcony table not wiped in the duration of our stay. Dust under coffee table which was there when we arrived, was there when we left. In the past, Maria in customer care was always extremely helpful and always friendly. After requesting to speak with her, she reluctantly spoke to us. After pointing out the issues we had, and that we were unable to sleep without turning on music, her response was 'What would you like me to do?' An extremely disappointing reply. In the four or more years we have been returning 2 to 3 times a year, we have never had any complaints or issues. Sadly, I can no longer recommend to friends, family or customers. Perhaps we out stayed our welcome...
My daughter and I traveled together to celebrate her birthday on the 9th of February 2020 at the Tivoli Marina. We arrived in the evening at the hotel on the 8th of February 2020, we told the receptionist that my daughter was allergic to all nuts and she promised to let everyone know. We were sent to the restaurant to have an evening meal. The staff were very attentive and knew about my daughter's nut allergy. The manager came to our table and inquired if our food was ok. We feel that my daughter's birthday was ruined. The nightmare started when we went to our room 836 and was given a double bed for mother and daughter although we book twin beds. Also near to the bed, either sides were slippers for men and one for ladies. I rang the reception and said that we are mother and daughter and we need twin beds and the men's slippers removed. Also, my daughter's surprise birthday table was in the room with champagne and cake but the staff who brought up our luggage told us that the cake was full of nuts and chocolates placed on the bed were full of nuts. The staff took the birthday table away and said he would return it but didn't. The reception gave us another room 940 with twin beds, the lock on the main entrance door would not lock and the balcony door was left open. I rang the reception and reported this and an engineer was sent to fix the lock which took 30 minutes. The room was dated and very dark I asked for more table and floor lamp. There was no kettle in the room so I had to phone the reception and was told it is by request. Only one bathrobe was on one bed again rang reception and they sent a domestic staff with another bathrobe and kettle. The birthday table was returned to the room on 9th February 2020 in the afternoon. Also in the minibar, there were nuts and on the side table I complained to reception and staff came and remove all the nuts. Mobile phone charging points were very low down to the floor. I reported to the reception that the card key to the main door was not working and on four occasions we were locked out of the room and could not get in and key cards have to return to reception to recharged. I spoke to the manager Diane and were given two new keys and asked staff to come to the room to see it the keys open the door. It was very annoying that the domestic staff was knocking on our door every minute morning and evening to clean the room. The air con was sometimes very hot or very cold. In the Breakfast room birds flying around. I told the manager Diane who said she would speak to the kitchen manager but cannot do much about this issue. Although the receptionist said she will tell everyone about my daughter's nut allergy this was not done because we had a pedicure and my daughter was given nuts rolled up in figs and at the bar, we ordered nachos and were given more nuts I had to informed the staff to remove the nuts. Ladies toilet locks unsafe I had difficulty opening the door. At Pepper's Restaurant the same menu for 3 days straight. I complained to the manager Edwardo who was very kind and attentive and he showed us another menu we could order from. It is a shame that there was no TUI Representative at this hotel only a digital one, we rang the phone number but the Rep did not contact us. I had a meeting with the hotel manager Diane who offered us local drinks with our evening meals. We walked around the hotel grounds and noticed that the entrance to the beach was blocked off and there was construction work ongoing. There was a notice stating that the beach would be opened in December 2020.
9 nights of satisfaction
Just come back from spending 9 nights at this hotel. Usually after the first few nights the gloss wares off and I start to see the faults, but not here. The staff are all professionally friendly and can't do enough for you. We only had breakfast but this was consistently good. The room was as expected and cleaned with turn down service every day. We went for an executive floor which gave us free coffee and soft drinks in the room throughout our stay. Only fault I can see is that in season the rooms facing the marina could be noisy at night from the hotel bar. Would go back at the drop of a hat.
We returned yesterday from a wonderful week staying at the Tivoli Marina hotel in Vilamoura.We were on a half board basis and enjoyed a three course meal each evening in the Peppers steak house restaurant. We would like to give a big thank you to all the staff in this restaurant who looked after us so well. We were made very welcome and were very happy with the excellent service which was friendly, helpful and professional. We originally booked a sea view room but after a problem with the air conditioning we moved to a marina view room. Although disappointed at first it was a much more comfortable temperature in the marina view room and the view was equally stunning We would like to thank Diana from customer care who resolved this problem and made sure that we had everything we needed throughout our holiday. This is a great hotel and all the staff are a credit to it, nothing is too much trouble!
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