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“Amazing property but needs a serious shake up staff wise”

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Tivoli Palacio de Seteais
Ranked #2 of 15 Hotels in Sintra
Certificate of Excellence
Dublin, Ireland
2 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
“Amazing property but needs a serious shake up staff wise”
Reviewed 26 August 2013

I can safely say a lot of these comments below are from the manger or staff. Don’t get me wrong I stayed for a week & this hotel is Beautiful and absolutely spot less, you could not fault the standard of cleanness here BUT the services is very poor.
I’ll start with the breakfast, the food excellent and also the service.
The rest of the food is terrible, the lunch by the pool is nowhere near the standard of a 5 star or any star, very poor quality and very expensive.
We were invited to a BBQ in the garden one day and we were lucky no one got food poison because a lot of it was raw.
The place was beautifully laid out, the cold salads were very good but the services was terrible the wine had been paid for but they still managed just to be so lazy & rude about the services, it got to the stage where we had to ask could we have our bottles of wine from them to pour for our guest at different tables our self’s.

It’s the same threw out the hotel they have a young lad working hard at the pool and the rest just seem to watch and give orders and do nothing especially at the bar.

You get a horrible feeling in this hotel after a few hours of being here that they just want your money and nothing else. Small things I asked for a plug adopter which are no more than 5 euro but they make you pay 25 euro deposit, tinny jar of nuts are 7.50, the towels are again another stupid price, WIFI, we all know hotels charge you more for items that your local places but with the poor staff and food it just gets on your nervous very easily. Other issues were at the pool bar, double charging us several times, on one occasion the staff from reception approach one the wife’s of the grooms men on the wedding day very aggressively to sign a bill that was not hers, which later was discovered was paid twice.

Stupid thing like that, it nearly ruined the hole experience, it could easily be one of the best hotels in Portugal because it is so beautiful and well kept but the staff and that horrible feeling of been milked of your money all the time ruins it.
I don’t usual write reviews but I thought it was important for people to see this, the other hotel in the centre seem to be a better bet till this place is given a serious shake up.

Room Tip: looking out over the pool is the best
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  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
8 Thank tony o
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
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  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (69)
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Coimbra, Portugal
Level 2 Contributor
6 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 23 August 2013

It has just 30 rooms, tennis court, swimming pool, restaurant and bar the interiors of the palace are totaly furnished with antiques and the hotel was recently under improvement works .
Try to stay in the older section, second floor, great service and do not miss the restaurant .

  • Stayed July 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank JoanaMFerreira
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PedroFrazao_GM, General Manager at Tivoli Palacio de Seteais, responded to this review, 27 January 2016
Dear Joana,
Thank you very much for taking time to share your opinion about Tivoli Palácio de Seteais located on the hills of Sintra, UNESCO World Heritage town, with lovely views to the Pena Palace and Moorish Castle. It is a pleasure for us to provide a warm welcoming with excellence service standards and to provide you the opportunity to enjoy the amazing nature of this region, or a pleasant walk to the village, one of the most picturesque in Portugal.
We look forward to welcoming you back on your next stay in Sintra.
Kind regards,
Pedro Frazão
General Manager of the Tivoli Palácio de Seteais
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sheffield, United Kingdom
Level 2 Contributor
6 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 18 August 2013

My husband and I stayed at Tivoli Seteais in Sintra for a holiday ( wedding anniversary and my birthday) in July 2013.

The palace is stunning and the hotel surroundings/gardens are very pretty. We were given a room with a view to the swimming pool/gardens which was breathtaking.

The staff was very good and made us feel very welcome. We also ate at the restaurant one night and the food is good. Breakfast has an excellent choice of fresh fruit, meat, cheeses, breads and the staff are very nice.
Both on our anniversary and on my birthday we had champagne, fresh strawberries, cherries and chocolates delivered as a gift to our room which was a very nice touch.

Also the concierge recommended a couple of restaurants- Tulhas, which is a traditional fish restaurant, very good quality and price and Tacho Real which was superb.

Every night we went for a dip in the swimming pool which was great, the pool attendant was very polite and attentive.

Sintra is a very nice little romantic town with a lot to explore.

Overall a great experience and would strongly recommend this hotel for a nice relaxing holiday.

  • Stayed July 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Carla_Irving
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PedroFrazao_GM, General Manager at Tivoli Palacio de Seteais, responded to this review, 27 January 2016
Dear Carla,
Thank you very much for taking time to share your opinion about Tivoli Palácio de Seteais located on the hills of Sintra, UNESCO World Heritage town, with lovely views to the Pena Palace and Moorish Castle. It is a pleasure for us to provide a warm welcoming with excellence service standards and to provide you the opportunity to enjoy the amazing nature of this region, or a pleasant walk to the village, one of the most picturesque in Portugal.
We look forward to welcoming you back on your next stay in Sintra.
Kind regards,
Pedro Frazão
General Manager of the Tivoli Palácio de Seteais
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Milano
Level 4 Contributor
28 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 17 August 2013

No suprise in this hotel, it's not at the top of the tops but it fairly deserves its five stars.
Very charming location, attentive staff, good countryside atmosphere, nice walking distance from the center of Sintra.
Little misunderstanding on the wi-fi (wouldn't expect to be charged for that is such location) but that's a little shadow on plenty of light. reccomended!

  • Stayed June 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AmericanHeroMilan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PedroFrazao_GM, General Manager at Tivoli Palacio de Seteais, responded to this review, 27 January 2016
Dear Guest,
Thank you for sharing your Experience at Tivoli Palácio de Seteais.
We are very pleased that you enjoyed our Hotel, a former XVIII Century Palace, totally refurbished in 2008, located on the hills of Sintra, UNESCO World Heritage town, and our breakfast at Seteais Restaurant.
I would just like to mention that if you sign up to our free loyalty program - Discovery- you will have free WIFI internet as well as other benefits such as a free bottle of mineral water in your room on arrival and a free daily newspaper of your choice during your stay. Sign up on your next visit and you'll also have access to a unique portfolio of local experiences.
I hope we have the chance to receive you again during your next stay in Sintra.
Best Regards,
Pedro Frazão
General Manager Tivoli Palácio de Seteais
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Albuquerque, New Mexico
Level 4 Contributor
33 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 11 August 2013

We stayed here on a recent trip to Portugal, and left hoping to return soon! The historic nature of this property gives it a charm and elegance that contemporary and new construction just can not. Staying at Seteais is like experiencing history first hand the way one never can in a museum. The staff were exceptionally helpful and kind. They went above and beyond to make sure our stay was perfect. Additionally, the food provided for breakfast and well as at the Portuguese garden party dinner we attended was superb! The grounds and the beautiful pool are just the icing on the cake! Can't wait to be back at this destination resort again!

  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank travelqueen49
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PedroFrazao_GM, General Manager at Tivoli Palacio de Seteais, responded to this review, 27 January 2016
Dear Guest,
Thank you very much for taking time to share your opinion about Tivoli Palácio de Seteais located on the hills of Sintra, UNESCO World Heritage town, with lovely views to the Pena Palace and Moorish Castle. It is a pleasure for us to provide a warm welcoming with excellence service standards and to provide you the opportunity to enjoy the amazing nature of this region, or a pleasant walk to the village, one of the most picturesque in Portugal.
We look forward to welcoming you back on your next stay in Sintra.
Kind regards,
Pedro Frazão
General Manager of the Tivoli Palácio de Seteais
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Amsterdam
Level 4 Contributor
30 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 4 August 2013

We had lunch here, beautiful location. Lunch was overpriced and not so special. But the view and gardens made up for it, as well as the interior of this place. A must see. The road to this establishment is amazing, a nice place to go for a coffee while visiting Sintra.

  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Service
Helpful?
Thank Mike_Dutch2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PedroFrazao_GM, General Manager at Tivoli Palacio de Seteais, responded to this review, 27 January 2016
Dear Mike,
Thank you very much for taking time to share your opinion about Tivoli Palácio de Seteais located on the hills of Sintra, UNESCO World Heritage town, with lovely views to the Pena Palace and Moorish Castle. It is a pleasure for us to provide a warm welcoming with excellence service standards and to provide you the opportunity to enjoy the amazing nature of this region, or a pleasant walk to the village, one of the most picturesque in Portugal.
We look forward to welcoming you back on your next stay in Sintra.
Kind regards,
Pedro Frazão
General Manager of the Tivoli Palácio de Seteais
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Southampton, United Kingdom
Level 3 Contributor
15 reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 1 August 2013 via mobile

We stayed 3 nights in June to end our trip in Portugal and decided to splash out - family of 4 - unfortunately the service was terrible from the staff. On arrival we decided to have lunch in the hotel restaurant we waited for 45 minutes and were not served, I complained and the following morning after breakfast I was accosted by the waiter outside my room regarding my complaint - truly unprofessional! Pool towels are not easily available either - we got the general feeling we were an inconvenience.

Apart from the service; the rooms are beautiful and well maintained. The surrounding area is beautiful and good for walking.

  • Stayed September 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Frank d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Tivoli Palacio de Seteais

Property: Tivoli Palacio de Seteais
Address: Rua Barbosa Du Bocage 10, Sintra 2710-517, Portugal
Region: Portugal > Central Portugal > Lisbon District > Sintra Municipality > Sintra
Amenities:
Bar / Lounge Business Centre with Internet Access Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Airport Transportation
Hotel Style:
#2 Romantic Hotel in Sintra
#2 Luxury Hotel in Sintra
#2 Family Hotel in Sintra
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — Tivoli Palacio de Seteais 5*
Number of rooms: 30
Official Description (provided by the hotel):
More than just a five-star Sintra hotel, a luxurious and romantic palace which takes us back to the days of the elegance and architecture of the XVIII century. On the mountainside of Sintra, a town classified as world heritage by UNESCO, and with spectacular views of the Moorish Castle and Pena Palace, enjoy the magnificent surroundings of lush gardens and spectacular scenery. The beautifully decorated rooms with furnishings of extraordinary wealth and the ballrooms with their rich tapestries and incredible frescos make this hotel something quite unique and every event or stay becomes an unforgettable experience. Spend idle hours wandering the mazes or enjoy them from a distance in the comfort of our Seteais Restaurant while you sample the traditional Portuguese cuisine of our master Chef. Rediscover this incredible Sintra castle hotel, now remodelled to surprise. ... more   less 
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Also Known As:
Tivoli Palacio De Seteais Hotel
Palacio De Seteais

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