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“very expensive, poor customer service and beds that leave you wondering if your sleeping on slabs of concrete”

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Hilton Vilamoura As Cascatas Golf Resort & Spa
Ranked #4 of 36 Hotels in Vilamoura
Certificate of Excellence
europe
Level 3 Contributor
11 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“very expensive, poor customer service and beds that leave you wondering if your sleeping on slabs of concrete”
Reviewed 23 June 2012

don't stay here, there are much better value and comfortable hotels in vilamoura, don't turn up for breakfast before 5mins after there opening or you will be turned away very rudely, broken glass windows and uneven paving make it dangerous underfoot. warning stay away or risk injury.

Room Tip: dont stay here
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  • Stayed June 2012, travelled as a couple
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Helpful?
4 Thank kajp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, Director of Operations at Hilton Vilamoura As Cascatas Golf Resort & Spa, responded to this review, 28 June 2012
Dear guest,

Thank you for your comments on Tripadvisor. I have taken your comments aboard and have provided your feedback about the breakfast staff to our Food & Beverage Manager.
With regards to the broken windows, I would like to inform you know that there is one broken window on the 4th floor which we need to install the necessary safe equipment to replace this window. We are in the process of doing this.

Kind regards,

Lars Sammelius
Director of Operations
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Richards Bay, South Africa
Level 2 Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 19 June 2012

The Hilton Vilamoura is a wonderful choice if you plan to soak up the plentiful sun in fantastic Portugal. We spent a week here and could not have been happier. We primarily came for the sun and beaches and were not disappointed. We stayed during the second week of Jun e.
The hotel is modern looking and is well maintained. The landscaping is incredible. The hotel personnel are fantastic and super friendly. They were everywhere and always asked if things were alright or if we needed anything. When we did have a question they could not have been more helpful.

There are a bunch of pools and they are allotted to families, children, teenagers, and adults. This is a nice touch as we are empty nesters and were super happy to have a space for only adults. There were plenty of chairs whenever we decided to visit the pool. I do realize we were visiting in June before the peak season and I could imagine this may not be the case in July or August. I did notice when we were at breakfast a group of folks lining up each morning at 0900 when the pools opened to claim their spot.

The breakfast was perfect. I am not sure if it was possible to want anything more and it was open until 1100. There is a huge hot buffet, egg request cook, fruit, juices, continental fare, breads, coffee and tea. You could sit outside or in. My wife is a Diamond member so it was free for us. It would have set us back quite a bit if we had to pay for it the entire week. There are tons of places to find breakfast in town if you choose this route.

The town of Vilamoura is about a thirty minute walk. The walk is easy and clearly marked. The hotel does provide a shuttle which is a nice touch but it may get crowded during peak season and it runs on a schedule. The marina is nice and is the focal point for restaurants and shopping. We rented a car for our stay and this provided a ton of flexibility with visiting the neighboring towns, beaches, restaurants and sights. I will say we did take the advice of fellow Trip Advisors and had dinner for three nights at the restaurant O Pirata, just a ten minute walk from the hotel. Look it up as it was perfect for us. The food was great and inexpensive. Make sure you try their Sparkling Sangria.
The hotel does have a reserved beach area but this beach is non-descript and if this is the only beach you visit you will miss out on the outstanding romantic sandy beaches etched into the coastline just a twenty minute drive up the coast.

Our room faced the golf course club and was clean and quiet. The bathroom was very nice and had a large tub and walk-in shower. We chose to upgrade our room to gain some more square footage and this was not really needed as the extra space was primarily just an added sitting room that we never used. However, our balcony was massive as it spanned both rooms. This was nice as we ate our lunch or had afternoon drinks there each day. The only confusion with the room is that there seemed to be a lack of consistency with regard to the turn-downs and towel changes. For the first four days our towels were changed each afternoon (even though we hanged them on the towel racks with the intent of using them again). For the same period the turn-down occurred like clockwork in the late afternoon. For the remaining three days the towels were not changed as often and no more turn-downs. Probably a shift change or something but no big deal either way, just a consistency thing.

Attached to the hotel is a Spa. We are not enthusiastic spa folk but did explore it one afternoon. There are three main pools of varying temperatures. The cold one we just looked at but the other two heated pools we fooled around with their waterfalls and bubble chairs. The last pool had high pressure jets that would peel your suit off if you were not careful. Inside the sauna area they had a steam room, dry sauna, an aromatic room, and lounge chair area to relax in. The coolest thing was the rainforest/Siberian shower that had bird noises, simulated lightning and thunder. It was fun and again free if you are at Diamond level.

All in all, the Hilton was perfect! We would definitely return and were sad to leave.

Room Tip: Rooms facing away from the pool experience less noise
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  • Stayed June 2012, travelled as a couple
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Helpful?
1 Thank Mark K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, General Manager at Hilton Vilamoura As Cascatas Golf Resort & Spa, responded to this review, 25 June 2012
Dear Guest

I cannot thank you enough for your high praise and feedback posted on TripAdvisor with regards to your recent stay. We are so pleased that you enjoyed the resort facilities and surroundings, as well as the destination.
We at the Hilton Vilamoura take pleasure in creating memorable experiences for our guests and I am very pleased that we were able to provide you with the perfect holiday.

Thank you for commending our staff. I will make sure your kind comments are shared with the entire team. They are unwavering at upholding our service culture and company values. We are indeed very proud of our team members.

I am also delighted to learn that you enjoyed our breakfast which is usually a highlight of most guest experiences. I have however, made a note of your comments about the turndown service and towel change. Although, I’m sure you will be pleased to know that our housekeeping staff are currently undergoing a cutting edge training course which I’m sure will correct these minor inconsistencies in no time.

I would also like to take this opportunity to clarify that breakfast is included in all our room rates so all our guests are able to enjoy the experience with no additional cost.

Once again, thank you for your truly valuable comments. The loyalty of our guests means a lot to us.

I look forward to welcoming you and your wife back to the Hilton Vilamoura in the near future.

Kind regards


David Ecija
General Manager
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London
Level 6 Contributor
130 reviews
45 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
Reviewed 19 June 2012

I stayed here with my brother and his friend for a golf break and where do i start. Checking in was easy and they gave us a huge two bedroom suite with Lounge Balocny kitchen and sepaerate bathrooms. We booked this through golf breaks.
The pool area is clean and comfortabel and we ate at the hotel for the three nights we stayed. Although, the food was more expensive the quality was excellent. Gym was small but well equipped and i used the SPA and ahd a golf massage with a Abel. It was the best spa i have ever been to and left me relaxed for teh rest of the day.They ahve sauna steam room and hydro pool area you can use as well. overall amazing stay and great golf courses.

Room Tip: Try and stay in the suites if you are three people or four even
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  • Stayed June 2012, travelled with friends
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Helpful?
2 Thank TareksLondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonVilamoura, General Manager at Hilton Vilamoura As Cascatas Golf Resort & Spa, responded to this review, 21 June 2012
Dear Guest,

Thank you for your excellent review on this website. We are so pleased that you enjoyed the service and facilities of the resort, particularly the accommodation, the quality of the food and the Spa.

We will be sure to share your kind comments with the entire team and in particular, with Abel and the spa management for providing you with such outstanding service.

Indeed, our resort is always praised by golfers due to its ideal location and proximity to 5 championship golf courses.

Thank you for staying with us and we hope to have the pleasure of welcoming you back to the Hilton Vilamoura very soon.

Kind regards,


David Ecija
General Manager
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Frankfurt
Level 6 Contributor
128 reviews
84 hotel reviews
common_n_hotel_reviews_1bd8 76 helpful votes
Reviewed 18 June 2012

We had a wonderful 4 nights stay at the Hilton Vilamoura. It is a very nice place with excellent service. Excellent for families with kids. SPA is complimentary with Hilton Gold HH otherwise is costs EUR 25 per person. Once a while really worth to buy even though it does not look like a bargain.

Breakfast is also very nice even though quite a lot of people between 9 and 10 am.

We could advise to take dinner outside at O Colonial - close to the Marina as well as O Pirata which is even in walking distance from the Hotel.

  • Stayed June 2012, travelled with family
    • Value
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Helpful?
1 Thank logman1000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonVilamoura, General Manager at Hilton Vilamoura As Cascatas Golf Resort & Spa, responded to this review, 21 June 2012
Dear Guest,

Thank you for taking the time to post a review about your recent stay at the Hilton Vilamoura.
Your comments on the service and resort facilities are highly appreciated. Breakfast is a major concern for us and our staff are expertly trained to accommodate everyone without delay, even during peak hours.
This is indeed a family-friendly resort with an amazing children’s facility and dedicated staff who provide our younger guests with hours of fun activities at Paradise Island.
I would just like to take this opportunity to clarify that SPA access costs EUR 20 (June to September) and EUR 15 (October to May).

I look forward to welcoming you and your family back to the resort very soon.

Kind regards,

David Ecija
General Manager
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Edinburgh, United Kingdom
Level 4 Contributor
39 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 16 June 2012

The suites/apartments are spacious and furnished to a high standard,however at check-in we were told that although they are part of the Hilton complex, they are privately owned and not eligible for Hilton points. Negatives were the quality of the food in the hotel and the number of very young children,although there was an adult pool with limited accommodation. The pool bar remained closed throughout our stay as did one of the restaurantsPositives were exceptionally courteous and helpful staff and easy access to the Marina - taxis 5€ each way including tip.

  • Stayed June 2012, travelled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank bucky71
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sheffield, United Kingdom
Level 4 Contributor
27 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed 15 June 2012

Stayed here for 1 week with my wife and daughter.

I found the place odd.

Without any doubt the rooms are up to a 5 star standard, they're modern and spacious, well equipped, and well maintained. I would say that the front desk staff are 5 star too.

The quality of the food was fabulous as well, but please read my other remarks about restaurants below.

We used the kids club too (free so long as you stay with your kid) which is great.

But beyond that there are just too many things that are incongruous with a 5 star hotel. Here are things that I found just not right:

1) our minbar had an empty whisky miniature in it when we arrived. I asked for it to be replaced on 3 occasions. It never was.

2) the minibar was only restocked when I asked it to be. I just don't understand this - the minibars are automatic so the hotel knows when they need to be replenished, and obviously it is in their interest for them to be stocked.

3) we had adjoining rooms, with a minibar in each. Only one was unlocked (in the single/child's room - which was awkward at night). The hotel refused to unlock the other, claiming it was empty - it opened far enough for me to see it was fully stocked.

4) pool beds - the hotel is large with many buildings and apartments - there are simpy nowhere near enough sun loungers for the number of guests. You get there any more than 15 minutes after the pool opens and you're out of luck - you just won't get a lounger, and the pools area is crammed full of beds, it's just too small. I think this is poor design - small pool spaces compared to the size of the hotel. Oh, and don't even dream of trying to reserve a bed - believe it or not the hotel pays people to monitor how long you sit on the beds for - if you're away for more than 30 minutes then expect to come back to a snotty laminated letter telling you not to do it again.

5) pool service - at a 5 star hotel I expect waiters to be walking round bringing me drinks all day. You're lucky to see them more than twice a day, even more lucky if they have time to service you, and more lucky still if you get whatever you order within an hour. Get your act together Hilton, you are missing an opportunity to sell people what they want.

6) we ate once at the poolside restaurant, the service was absolutely diabolical. we were sat down for 15 minutes before the waiter gave us a menu, another 15 before our drinks arrived, and 45 minutes for our food to come. And the staff were rude and just plain ignored you. We ate their only once.

7) pool times - the pool doesn't open until 9am, given that most people are there with young kids this is very very late, and causes a mad crush at 9am.

8) dining times - aside from room service you cannot eat at the hotel between 5pm and 7pm. For a hotel that attracts and targets families this is ridiculous. For your families you need an early evening dining option.

7) bus times - the hotel runs a shuttle bus into Vilamoura, but it doesn't run from 5-7pm I.e. the time you want to get into town to eat with a yang family. What idiot dreamt this up?

8) bus locations - the bus drops off at the beach at the far side of Vilamoura - this is a 30 minute walk from the town.

9) number of restaurants - the hotel claims 5 restaurants, I could only count 4, but that aside this implies a choice. There is no choice. One of restaurants never opened during our stay, of the others one is a pool restaurant that is only open at lunchtime, one is the buffet that is only open at night, and one (I presume) is the bar, in which no one ever seems to eat.

10) choice of food - the evening restaurant is buffet only. The quality is excellent, but there's no a la carte.

11) price - the food is outrageously expensive - more than double the cost of even the best restaurant that we found in Vilamoura.

12) noise - we stayed in the hotel main building. On a couple of nights they had entertainment on. There are no doors between the main foyer where the entertainment was and the guest floors meaning sleepiness nights. They'd normally be a firedoor or something in the corridor which would kill some noise, but not here.

Room Tip: Ask for a high floor, not overlooking the car park
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  • Stayed June 2012, travelled with family
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    • Cleanliness
    • Service
Helpful?
7 Thank TravellingMouthPiece
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Birmingham, England
Level 3 Contributor
10 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 12 June 2012

Great room booked a two bedroom apartment with kitchen - all kitchen facilities high spec and room very clean and spacious. Hotel was rammed as went jubilee week so extended holiday in UK meant hotel was 92% full. Pool area very busy as was breakfast, had to queue to get into room as not enough tables (couldn't understand why they didn't open the restaurant next door) maybe for adults only as loads of kids. We travelled with 5 year old and 21 month old found breakfast bit chaotic kept running out of pancakes/apple juice/ strawberries. Omelette chef was working alone so always a queue and have had better so not worth waiting for.Next time I will just book room only as can buy ingredients at supermarket and have in room using the great facilities plus easier with stroppy toddler!
There was a fight for beds around the pool but spoke to someone who was there same week last year and they said not as busy so just think it was due to the extended bank holiday. Went and ate locally at pirate and also at the restaurants in the marina of an evening - had some lovely meals. Lunch in hotel was fine at pool restaurant although very busy!

Room Tip: Book direct with hotel I saved 30% versus tour operator prices.
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  • Stayed June 2012, travelled with family
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    • Rooms
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    • Service
Helpful?
2 Thank Lin82
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonVilamoura, General Manager at Hilton Vilamoura As Cascatas Golf Resort & Spa, responded to this review, 21 June 2012
Dear Guest,

Thank you for taking the time to post a review on this website.
We are pleased that you enjoyed our accommodation of which we are very proud.
At the same time, we were sorry to learn that you were disappointed with the breakfast experience which is usually the highlight of most stays.
We always endeavour to offer the highest level of service and it would appear that on this occasion we failed to meet your expectations. Your comments will of course be forwarded to the relevant management for their attention.

We do hope that despite your disappointment on this occasion, we have the opportunity of welcoming you back to the resort at some point in the future.

Kind regards,


David Ecija
General Manager
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Additional Information about Hilton Vilamoura As Cascatas Golf Resort & Spa

Property: Hilton Vilamoura As Cascatas Golf Resort & Spa
Address: Rua da Torre d'Agua Lote 4.11.1B, Vilamoura, Quarteira 8125-615, Portugal
Phone Number:
Region: Portugal > Algarve > Faro District > Quarteira > Vilamoura
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Vilamoura
#3 Romantic Hotel in Vilamoura
#4 Family Hotel in Vilamoura
#4 Luxury Hotel in Vilamoura
#4 Spa Hotel in Vilamoura
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Hilton Vilamoura As Cascatas Golf Resort & Spa 5*
Number of rooms: 176
Official Description (provided by the hotel):
Treat yourself to a fabulous spa weekend, enjoy a fun-filled family holiday, or experience the perfect golfing break at the award-winning Hilton Vilamoura As Cascatas Golf Resort & Spa, one of the leading family-friendly Algarve hotels. This attractive, modern Algarve hotel is situated in five acres of glorious manicured gardens in the heart of the sun-kissed Algarve, Portugal. Set amid the lush greenery of some of Portugal's finest golf courses, the Hilton Vilamoura As Cascatas Golf Resort & Spa is replete with distinctive Moorish architecture, spectacular covered and outdoor pools and glorious cascading waterways. ... more   less 
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Also Known As:
Hilton Vilamoura As Cascatas Golf Hotel Vilamoura
Hilton Vilamoura As Cascatas Golf Resort And Spa
Hilton International Vilamoura
Vilamoura Hilton
Hilton Vilamoura As Cascatas Golf Resort & Spa Portugal - Algarve

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