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“Beautiful resort, average customer service”

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EPIC SANA Algarve Hotel
Ranked #2 of 154 Hotels in Albufeira
Certificate of Excellence
Reviewed 30 May 2014

Me and my husband just returned from a 5 night stay at the Epic Sana Algarve Hotel. Overall we had a nice stay, however I do not think we will stay there again next time we come to the Algarve.

The Good: The grounds of the property are beautiful. The landscape, the views, truly amazing. It is a new hotel, so everything looks great. The rooms are spacious, and the bed was extremely comfortable. The breakfast in the morning was great. and the waiters were really nice and very polite.

I have booked a treatment at the spa. The spa was really nice and modern as well.


It is good to note that this hotel seems to cater for business conferences and families. For a young couple, it might not be the atmosphere you are looking for.

The Not-So-Good:

We had booked a room with garden view. However, at check-in, they told us that the only rooms they had with garden views were with twin beds. They could not offer us anything else. If we wanted to have a double bed ( there was no double bed available in the pool view category either)we had to take an ocean view room and we would have to pay the difference in price. As we did not want to sleep in two separate beds on a romantic vacation, we did accept the upgrade. I just feel that as it claims to be a five star resort property, if they can't accommodate you with the room category you booked, they should at least offer another room category free of charge.

The other thing is that the showers, while they are very modern, let water out everytime you take a shower.Every night, after we took a shower, the bathroom was flooded with water..We have mentioned this problem to the reception. Maybe it was only our room, but it was quite inconvenient.

Finally, beware of some of the restaurant recommendations. One night, we asked for them to recommend a great restaurant, with good authentic food but we wanted something other than seafood. They suggested we go to Wild and Co. When we got there the first thing we saw on the front door was : Jelly shots. 2/1 shots, etc. The place was empty, the floors were sticky, and it looked like an irish pub. We did not end up eating there. I am guessing other guests have loved the restaurants, and maybe we were biased by the look of the place, but it was definitely not what we were looking for.

Overall it is a beautiful place to go relax and unwind, but in our opinion customer service is still lacking. As other have mentioned in previous reviews, it might be because it is a new property.

  • Stayed: May 2014, travelled as a couple
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4  Thank Frederica84
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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575 - 581 of 1,119 reviews

Reviewed 29 May 2014

just returned from this hotel 29.5.14 and couldnt be happier. We booked a garden view suite and it was the size of a small house with very high quality fixtures and decor. The food was truly amazing with just about every possible taste catered for. It was impossible not to like any of it. The hotel is located in a quiet part of Falecia which doesnt suit everyone but its tranquil gardens and beach access make this an irrelevance, unless of course you want a Blackpool seafront environment around you all day.

  • Stayed: May 2014, travelled with family
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4  Thank Wiliam E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 May 2014

My wife and I stayed at this hotel for our honeymoon, and it was so close to being a great hotel but it's not quite there yet. We stayed in the ocean-view suite, which was beautiful. The view was unparalleled and the room was essentially brand new and is very nicely finished. See below for more information.
Rooms: Great. The room itself is great with beautiful finishings throughout. Highlights include two spacious balconies with great views, a huge bathroom with stand-up shower and separate bathtub, and a basement kitchen in-suite. Top-notch except for a few issues we had: shower did not drain due to some mechanical issue and the bathroom flooded on our first night; the breaker on the balcony light shorted out and started flashing in the middle of the night. The rooms are well sound-proofed and overall the resort is very quiet and private (good thing).
Location: Outstanding. The beach is a short walk down stairs from the resort and the beach itself is spectacular with fine sand. Of note, the chairs and umbrellas on the beach adjacent to the resort are not free, but you have to pay 12 euros to rent.
Service: Good. In regards to the above issues, the staff responded well but did not entirely clean the bathroom flooding such that my wife slipped in a puddle shortly thereafter. They responded again and were apologetic for the miss. I felt the service elsewhere was a bit wanting also. For instance, there was a lack of clarity provided by restaurant staff on what was covered in our meal plan, leading to us incurring unnecessary expenses. This was to some degree my fault as well, but it took a full day for us to get a clear explanation. Usually this is not an issue in my experience with resorts such as this.
Food: Fantastic. The buffet breakfast and dinner were always excellent and provided a number of different options for all people. Especially good was the variety of fish options offered including things such as Sea Bass and Swordfish, both of which were superb.
Overall, I would definitely recommend this hotel for families and couples. I feel that the resort is a 4.5 out of 5, but will reach 5/5 status once the minor service-related issues are smoothed over.

Room Tip: Definitely worth selecting the ocean view rooms if you can.
  • Stayed: May 2014, travelled as a couple
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2  Thank Tyler W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 May 2014

This is an excellent hotel, if a bit isolated.

The rooms are modern with a huge bed, with unusual bathroom and decent size balcony. Lots of storage area for clothes. The pool area and gardens were immaculate along with all the public areas.

The food was very good, both breakfast and dinner, excellent variety and well presented with attentive staff.

My only criticism was the housekeeping/room maintenance. Some days the room was not serviced until late afternoon and on arrival part of the sophisticated lighting system did not work which need spare parts ordering. In addition the TV remote control did not work and had to be replaced.

We would be delighted to recommend this hotel to others bearing in mind it really is a very good 4* rather than 5* !!

Room Tip: Avoid the 'Garden Rooms' - a 'Pool View' is much better with sun most of the day.
  • Stayed: May 2014, travelled as a couple
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Thank NWCouple
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 May 2014

Just returned from a week at ES. Overall the hotel is excellent value.The hotel was very quiet during our stay which suited us well.We had a free upgrade to half board and the food was excellent in quality and variability.The staff could not be more helpful especially when it came to printing our boarding passes ! If I had any complaints they were that the outside pools were freezing and the extra food and drinks in the hotel were pricey and people tended to have lunch or drink in the pubs and restaurants nearby.Never the less the gym and 'well being ' clinic are too be recommended

Room Tip: Assuming you can not afford a suite,the pool view rooms were ideal.
  • Stayed: May 2014, travelled as a couple
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3  Thank David K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 May 2014

It´s a new hotel, so everything is and looks new. Great rooms, spacious and very clean. Restaurant is excellent, with variety of plates. Huge swiming pool and a beach near by, surrounded by a mediterranean wood.

  • Stayed: May 2014, travelled on business
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5  Thank caminanalmon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 May 2014

Went there with my family for a long weekend.
Its perfect for kids!
The baby loved the pools and there were lots of families with children there.
Would love to come back!
All staff very friendly and welcoming!

  • Stayed: May 2014, travelled with family
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1  Thank CatarinaJorge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about EPIC SANA Algarve Hotel

Address: Pinhal do Concelho, Praia da Falesia Olhos de Agua, Albufeira 8200-593, Portugal
Phone Number:
Region: Portugal > Algarve > Faro District > Albufeira
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Spa Hotel in Albufeira
#1 Luxury Hotel in Albufeira
#2 On the Beach Hotel in Albufeira
Price Range: £135 - £389 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — EPIC SANA Algarve Hotel 5*
Number of rooms: 229
Official Description (provided by the hotel):
Ideally located overlooking Falésia Beach (Albufeira), the EPIC SANA Algarve has 162 Bedrooms, 24 Garden Suites Deluxe and 43 spacious Resort Suites with a modern design, complemented by up-to-date amenities and the latest generation technology. A large SPA, 5 outdoor swimming pools and an indoor swimming pool, Kid's club, Games Room, multi-sport court, three restaurants, two bars and a snack-bar next to the swimming pools, are some of the facilities on offer at the EPIC SANA Algarve Hotel. With 1.848m2 of meeting rooms and more than1,000m² of outdoor areas, the Congress Centre of the EPIC SANA Algarve Hotel will be a reference point for congresses and events. ... more   less 
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Also Known As:
EPIC SANA Algarve Hotel Albufeira, Portugal

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