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“Customer Service?”

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Crowne Plaza Vilamoura - Algarve
Ranked #5 of 36 Hotels in Vilamoura
Certificate of Excellence
UK
Level Contributor
11 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
“Customer Service?”
Reviewed 20 August 2012

I booked this hotel on the basis of some friends who suggested it as their stay was ok. The hotel is modern and clean and the facilities are good. The main aspect that lets the hotel down is that the vast majority of staff give the impression that you asking for any help is an inconvienence to them. There are some nice staff, however, most we met were rude. In particular, Kevin (Not sure this is his real name, as we did complain). We ate at the restaurant at lunch and my meal came without one of the items, my wife´s meal was undercooked and raw throughout. When i asked Kevin (manager) he tried to argue that it was cooked, he also questioned whether my meal should have rice and not potatos, I had to show him his own menu to proof my point and then he proceeded to walk away, no apology. To be honest his attitude was digusting and he should really think about a different career as customer service certainly does not appeal to him.

I am still in the hotel until tomorrow, hopefully it may improve.

  • Stayed August 2012, travelled with family
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Helpful?
3 Thank escotia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Western Ireland, Ireland
1 review
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 16 August 2012

I have never written a review before as i would consider myself easy going but i couldnt let this experience go.i stayed in this hotel last year with my mum as did another friend of mine and we loved it. I came back to Ireland and raved about it. My two friends and i decided to go back in May for a five day break. When we arrived the room we had paid for was not the room we recieved. we had paid for a room for three people, when we got to room it had two beds and what can only be descibed as a cot bed. The person showing us the room even commented that there was no way the three of us would be able to mange in the room. We went down to reception to ask for a bigger room and we were told no this was the room we paid for etc. We were getting nowhere so we asked to speak to the manager. We were told fine wait there, receptionist comes back says the manager is gone home as it is a bank holiday (it was a thursday evening so we found it hard to believe it was a bank holiday). He said we could deal with duty manager, we said fine. He then comes back a while later says there is no duty manager working!!. He says the only one that can sort room out is a manager as he has no authority but there was no manager. He eventually agrees to ring manmager on phone, manager says we can pay for upgrade or stay put in room. The next monring we go down to speak to manager to say he is a disgrace is putting it mildy no interest in sorting out the problem but extremely aggresive and became very abosuive towards us in the middle of reception so much so other people came up to us afterwards to ask if we were ok. I asked for the number of the headoffice he refused to give it to me told me to look it up on the computer. We had to pay for the upgrade as we could not stay in the room we were put in. When we returned we wrote to headoffice they automatically replied told us we would have a letter from The Crowne Plaza In Vilamoura addressing our concerns within seven days. To date and despite lots of emails by us there has been no response from the Crowne Plaza Vilamoura. Be warned if you go to this hotel it is a franchise and they do not seem to deal with any complaints, it seems to me that they act on their own agenda and you will have little recourse. The shame is we loved this hotel the first time round and we are going back to portugal in the next week but would not even consider going back to this hotel.

Stayed May 2012, travelled with friends
Helpful?
9 Thank katiek745
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Preston, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 13 August 2012

Don't be put off by any not so great reviews. We've just returned from a wonderful weeks stay. We were greeted by a very helpful porter and other friendly reception staff. The rooms are very clean and modern with comfy beds. The children enjoyed the free use of the apple computers in the spacious lobby.
The pool area is beautifully well kept and spacious, unlike some hotel pool sides with beds crammed in and not very personal. Pool staff were constantly upkeeping the area and gardens. We had no problems with eating and drinking our own supermarket snacks. They catere for infants with their own separate, shallow pool and play area. The beach is literally a one minute walk through the hotels own private gate.
We stayed B&B and enjoyed the varied, as much as you like, buffet breakfast. We chatted to other families and found people to be friendly rather than 'arrogant'.
The upmarket Marina is a pleasant 5 minute stroll away and is abundant with restaurants. I wouldn't hesitate in returning to this excellent hotel.

  • Stayed August 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank rjgktopchick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MP_CP_Vilamoura, General Manager at Crowne Plaza Vilamoura - Algarve, responded to this review, 17 August 2012
Dear Guest,
I want to thank you in the name of all Crowne Plaza Vilamoura team for sharing your experience at our hotel.
Could we have another opportunity to welcome you and your family back again soon.
Kindest Regards,
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 12 August 2012

Ignore all the silly negative reviews about this hotel,it's all nonsense.Best hotel we are stayed in the algalve,better than Tivoli marine,superb rooms,best pool iv ever come across,plenty of sunbeds and excellent location.Only negative is the food which is over priced and average at best but everything else is top notch,really good for families,just back and loved it

  • Stayed August 2012
    • Value
    • Location
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Helpful?
5 Thank Matthewemma1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MP_CP_Vilamoura, General Manager at Crowne Plaza Vilamoura - Algarve, responded to this review, 17 August 2012
Dear Guest,
Thank you so much for taking your time and gives us such enthusiastic feedback.
Looking forward to welcome you back again at the Crowne Plaza Vilamoura.
Kindest Regards,
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Maidstone, United Kingdom
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 12 August 2012

First impressions were important as we had read previous reviews that were very varied ... On arrival we were greeted and welcomed by friendly reception staff ... We were not offered any porter assistance (which we have automatically received in lower star rated hotels). To get to the point, the hotel itself was beautiful ... Rooms outstanding and the view we had was stunning. The staff in general were very polite and courteous. There did however, seem a severe lack of enthusiasm -the other guests were there quite clearly for the fact that you were left alone, not spoken to unless required and were rather arrogant! Not enough bends around pool area, lounging beanbag area was very comfortable and relaxing and benefitted from waiter service should you require it. The beach was lovely with a fantastic beach bar with great staff and simple but welcome atmosphere. I do think, however, that sun beds on the beach should be complementary to guests of the hotel ... You had to pay nearly 20euros for 2 beds and a shade! Tea and coffee facilities in the room but only ever provided 2 sachets of tea and coffee (all week, and with no milk!) and only 2 small bottles of water per day ... Not allowed to bring any items into hotel (fear of being fined) or allowed to take drinks to your room unless you required, and paid for, room service! When originally booked was a toss up between Tivoli and Crowne ... Reading reviews not sure if we made right choice? If money is not an object and you do not require a "little extra" from 5 star then this is the hotel for you. Sorry!

Room Tip: Always a superior room with sea view ... Well worth extra pennies
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  • Stayed August 2012, travelled as a couple
    • Value
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    • Service
Helpful?
3 Thank Cheryl A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MP_CP_Vilamoura, General Manager at Crowne Plaza Vilamoura - Algarve, responded to this review, 17 August 2012
Dear Guest,
Let me clarify that the sun beds in the beach are a external service | business. It has nothing to do with the hotel. Also concerning our policies and after our guest’ suggestions we decided to remove the fine of €50 although it is legal. But we don’t allow bringing cooked food or alcoholic drinks to be consumed in the hotel facilities in order to protect our guests and associates (as per HACCP rules).
Kindest Regards,
General Manager
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Harrogate, United Kingdom
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 12 August 2012

Having read a lot of the reviews on this page, I find myself getting angry and annoyed. Everyone's entitled to an opinion but some are just petty.

The hotel is perfectly situated as many have said, we were greeted with an upgrade and free Internet. The room was spacious and overlooking the sea which was stunning. I had no problem with toiletries or cleaning as this was done early on in the day.

Most crowne plazas seem to be adopting the empty mini bar approach, so this was nothing new but prices for drinks in the hotel were often more expensive than the beer.

The hotel is a family hotel and was never described to me any other way, Sunbeds seemed to be gone by 10am by the start of the week and 8 am towards the end. I never had a problem getting one but often you'd notice towels left till 14.30pm on a few occasions, this policy needs addressing.

Breakfast was good and people who seemed to complain we're often the late arrivers. The hotel fits perfectly with the nature of the algarve, and is certainly better than most in the area.

I have no doubt I'd return, please don't be put off by petty problems of other guests. Try and go with an open mind and enjoy it.

  • Stayed August 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank mrchipps
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MP_CP_Vilamoura, General Manager at Crowne Plaza Vilamoura - Algarve, responded to this review, 17 August 2012
Dear Matthew,
Thank you so much for sharing you experience at the Crowne Plaza Vilamoura.
It is indeed very rewarding to receive our guest’s recognition.
Hope to have you back soon.
Kindest Regards,
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Middelfart, Denmark
Level Contributor
178 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 78 helpful votes
Reviewed 9 August 2012

Just returned from 10 nights in Vilamoura staying at the Crowne Plaza in connecting rooms. A pleasant hotel but it is not 5* standard, although nice rooms and somewhat OK atmosphere.

<b>The really annoying part:</b>
1. Complementary water is not a 33 cl bottle a day, and you do not want to pay 4€ for 1.5 L water, when you can buy 6 x 1.5 for less than 2 € in the supermarket, so you end up having to cater yourself to have water for the 30+° C - NOT GOOD customer service!
2. Unless you want to pay 50€/week for Internet (Wifi or cable) you are limited with Internet in reception areas only - NOT GOOD customer service!
3. Not having anything in the minibar is really strange, buying a "package" of odd mixed beverage is not a choice, and not being allowed to use the small fridge (powered on anyway) is NOT GOOD customer service!
4. Too many small kids 24/7 - not sure if this is a Portuguese challenge as the kids seemed to be allowed anything and parents not really trying to be in control, but extremely annoying having kids screaming (yes screaming like in poor parenting)/crying and running around from yearly in the morning to late in the evening, you do not enjoy your breakfast, lunch, buffet, drink or whatever in such an environment.
5. Breakfast is chaotic (although it helped going in earlier like 8:00 in the morning, from 9:00 to 10:30 complete chaos and trying to seat guests is really a joke). Very repetitive selection (same every second day) - the coffee machines are not good and no decaf choices, no opportunities for omelettes or similar - not really 5*

Positives:
- Great location very close to the beach and a nice holiday town (Vilamoura) with great marina
- Fantastic sunbeds, fatboys and a nice pool area
- Rooms nice and clean and great beds!
- Clean and spacious public areas, but not cosy
- Pleasant staff
- Breakfast (like in bread) selection was good
- Good spa and treatments
- Fitness room small, warm and far from even 4*

Negatives:
- In general meal times (breakfast and dinner) were really chaotic and not relaxing at all!
- Eating in restaurant (dinner buffet) not pleasant - some of the hot dishes were far from eatable and the noise - suggest 2 time slots (one without kids) would most likely increase number of guests liking to eat (you do charge 30€ per person for a buffet without drinks) - we only ate once as it was not possible to enjoy
- Not pleasant to sit having a drink, the mix of bar, TV's all around, and children's play area not working, majority of your guests are not small/younger children, so why the big effort to please this category only
- and then the empty mini bar and the fixed package solution is really a joke (and you are not allowed to bring your own beverage and you do not want to sit in the bar due to noise from children or "entertainment"). . .???
- No toiletries in the bathroom (5* ??)
- Wi-fi way too expensive - should be free in a 5* hotel - nice though with the Mac computers for the young ones
- Only 1 chair provided on the balcony
- Parking place nice, but getting out is a nightmare
- No change of sheets in 10 nights unless you ask for it - really???

Vilamoura is a nice holiday toen, a little expensive (you get a hint by the range of cars and yachts), but nice and many choices - even found a couple of nice beach restaurants in short driving distance on the other side of Quarteira)

Room Tip: Upper floors and preferably with morning sun, as it's really hot in the afternoon
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  • Stayed August 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Peter S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MP_CP_Vilamoura, General Manager at Crowne Plaza Vilamoura - Algarve, responded to this review, 17 August 2012
Dear Mr. Peter,
I would like to clarify a few points: The Wi-Fi internet is available not just in the reception area but also in the lobby and all over the bar area; all guests are allowed to use the small fridge as they want; due to the high season and occupation the hotel gets really crowded but there’s always space to relaxing.
Kindest Regards,
General Manager
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Additional Information about Crowne Plaza Vilamoura - Algarve

Property: Crowne Plaza Vilamoura - Algarve
Address: Rua do Oceano Atlantico Algarve, Vilamoura, Quarteira 8125-478, Portugal
Phone Number:
Region: Portugal > Algarve > Faro District > Quarteira > Vilamoura
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 On the Beach Hotel in Vilamoura
#5 Luxury Hotel in Vilamoura
#5 Spa Hotel in Vilamoura
#6 Business Hotel in Vilamoura
#8 Romantic Hotel in Vilamoura
#9 Family Hotel in Vilamoura
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Crowne Plaza Vilamoura - Algarve 5*
Number of rooms: 327
Official Description (provided by the hotel):
Totally renovated, the Hotel offers 327 spacious rooms and suites, all with private balcony, individual air conditioning, wireless high speed internet, TV, Nespresso coffee machine and in room safe. Other facilities include a dedicated Golf Reception desk, an outdoor Putting Green and a Multi-sports area. The Almond Tree Wellness Spa includes treatment rooms, Hamman and dry Sauna, a modern Fitness Center, indoor heated pool and extra large whirlpool. Also available is an outdoor pool with apx. 1000 m2 and a large sundeck, with full view over the Vilamoura beach. Local and International gastronomy is available in the Restaurant Cataplana with daily buffet, a la carte options as well as dinner Al Fresco in the Patio. The Caravela Bar & Lounge by the pool area is the perfect choice for enjoying a drink or having a light snack. For Meetings & Congresses the Hotel offers 1488 m2 of meeting space, all on same Floor, equipped with modern technology and benefiting of natural sunlight. ... more   less 
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Also Known As:
Crowne Plaza Vilamoura - Algarve Hotel Vilamoura
Crowne Plaza Vilamoura - Algarve Portugal

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