This was our second stay at the hotel - the first being five years ago. Sadly it failed to re-deliver the initial experience.
When we checked in we were told that the room we had paid extra for (junior suite with sea view) was not available. Instead we were offered a room with a view of a car park and side road. The acting manager explained they had overbooked - and that no equivalent alternative was available.
Overbooking allows the hotel to eliminate the risks of vacancy - but this comes at the expense of the guest. 100% unacceptable. And being told "I am really sorry but there's nothing we can do" is not a solution.
Bearing in mind our children and ourselves had been up since 5 am, it took several hours after arriving until we were then given a room in a separate part of the hotel (with no sea view). Note that there was no room available at all when we arrived. There was no apology for this at all.
The room itself was spacious and clean, but every night there was noise coming from below the floor, apparently when the staff in the restaurant were clearing-up. On the Saturday night there was the incredible noise of drilling, loud music and hammering that began at midnight - waking several other guests as well.
I had to call down to the reception twice before anything was done. When I went to speak to the hotel the following morning, the same manager (a Neide Freitas) initially offered an extremely sympathetic apology, but there was no mention of any sort of compensation until I pushed the matter further.
The hotel staff, it should be said, were exceptionally helpful and friendly throughout, but thanks to a frankly awful policy on overbooking and a management that seems to want to fob-off unhappy visitors, there is no chance whatsoever of our going back to this hotel.
This is a great shame. But for the amount that we paid, we should have received a great deal more. Getting the room you paid for and no building work until 1:00 AM isn't too much to ask for. I absolutely can not recommend this hotel.
- Official Description (provided by the hotel):
- The Porto Mare hotel occupies the central wing of the Vila Porto Mare resort and benefits from the use of all its facilities. There are many different corners and atmospheres here ... something new to discover every day. The rooms combine views over the ocean with tropical gardens. Four restaurants, six bars, an ice-cream parlour, five pools, SPA, sports and children's facilities... ... more less
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- Also Known As:
- Porto Mare Funchal
- Porto Mare Hotel Madeira/Funchal
- Porto Mare Madeira