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“Great facilities for family holiday”

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Hilton Vilamoura As Cascatas Golf Resort & Spa
Ranked #4 of 36 Hotels in Vilamoura
Certificate of Excellence
Nottingham
Level Contributor
14 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Great facilities for family holiday”
Reviewed 18 August 2014

Hotel excellent. The shuttle bus service made our lives very easy. We used it to the beach during the day and every night down to the marina. We were lucky enough to have a Silver Honours card which enabled us to use the beach sunbeds for free. The pool area is large and the pool attendants were always helpful in helping us to find a spare sunbed - we always arrived late and so found it a challenge. The reception were very helpful in arranging padel tennis games at short notice at the nearby tennis centre - thank you.

  • Stayed August 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank NottinghamNeb
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, 20 August 2014
Dear Guest,

Thank you so much for staying at the Hilton Vilamoura and your excellent review on TripAdvisor.

We are thrilled you enjoyed the resort facilities and felt so well taken care of by our friendly staff.

We all hope to have the pleasure of welcoming you and your family back again soon.

Kind regards,

Dinis Pires
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Jersey, United Kingdom
Level Contributor
50 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
Reviewed 17 August 2014

We have just completed our third visit in three years staying for three weeks in a two bed apartment and loved it once again. We were gutted to leave! I wanted to put those reading some of the negative reviews recently about the sunbed situation at ease as we saw some changes over the three week period to help resolve the problems which I am sure you have read before reading this review.

The new General Manager, Dinis Piris joined at Easter time and he is extremely proactive and brings to Hilton Vilamoura a wealth of hospitality experience. He is on a mission to help resolve any issues, particularly the sunbeds. When we first arrived, the old system was in place whereby the pool opens at 9am and people start rushing to beds to reserve them. I knew this was the norm as I had experienced this the previous years. Queuing started at 8:30am which actually was better than previous years but still this was clearly frustrating for some who moaned and groaned and moaned and groaned continually. It was actually getting very frustrating listening to them to be honest and there was always one who had to run as soon as the gates opened but hay ho...moving on. I could see that Dinis was responding to negative comments on here and so over the period he started to bring in some changes. Cutting a long story short, the pool now opens at 8am which in turn means no long queues backing up to the breakfast anymore and there is a sense of calm. The bed cushions are not put away at the end of each day either which saves staff time in the morning to get the pool open at 8am. Since these timings have been in place, I have noticed that you can still get beds at 10am (maybe not in the best spots but a bed all the same) whereas with the old system, all the beds were gone by 9:05. The system is working. At the end of the day there is only so much space around the pool. There is nothing anyone can do about that accept moan at the architects who clearly made a boo boo. The new system also meant less people reserving beds for long periods of time, disappearing for over 6 hours (yes the worst was 6.5 hours!!!) although there were still some. It's a game of psychology but I really think the new system is working. I only wish to have a gripe about a couple of things. Some people are rather messy and don't clean up after themselves (sad I know) but more tidying needs to be done throughout the day and the bins emptied on a regular basis. It got quite windy sometimes and rubbish was moving around and sometimes ending up in the pool. Annoys me that guests won't pick up when they see rubbish, I did, but obviously for some, it was too beneath them to do such a thing. The other issue is smoking. This is a family resort in the Summer time and so there are plenty of children. They should not be subjected to smokers around the poolside inhaling their filthy dirty habit. I was pleased to see many actually using electronic cigarettes but it is not enough. Smoking should not be allowed poolside or when trying to enjoy your meals. Alfresco dining is simply ruined by smokers. :

The apartment was great, again, this time located West facing pool view. We actually preferred this as it was lovely to have the sun on the balcony at the end of the day and have a glass of wine. Had a few issues with Housekeeping at one point but a quick message to reception meant this was rectified quick smart. I was very impressed with the speed of action.

Breakfasts were excellent as usual. Fabulous selection of fruits, meats, cheeses etc and wonderful omelettes from the egg chefs. Make sure you go before 9:30am or after 10:30am to avoid the busiest times. There were occasions where food was running out but the staff were working their backsides off to replenish as quickly as possible. Dinis, please take note that you definitely need two egg chefs at all times during breakfast service in the main area and one in Cilantro.

We did eat in the hotel restaurants a few times, twice for the Italian buffet which was good and once in Aquarela which was just ok. The food in Aquarela is, in our opinion, overpriced and the menu has hardly changed in three years which is a shame. Actually, I have to say that the best meals we had at the hotel was when we ordered room service. It was excellent. Great value too and the man taking the orders was superb! Lovely man and very efficient.

The staff at the hotel are amazing and all work very hard to ensure your stay is the best it possibly can be. It is one of the main reasons we come back. Many of the staff were the same as last year which was great to see. Happy staff means happy guests and we will definitely return again.

We were all upset to leave. Thank you Hilton Vilamoura for a great holiday!

  • Stayed August 2014, travelled with family
    • Location
    • Service
Helpful?
4 Thank janeol123
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, 19 August 2014
Dear Jane,

I’m truly grateful to have had the pleasure of meeting you in person and receiving so much valuable advice during your stay with us.

As proactive as I may be, it really boils down to the front line team members who are held to a high standard of performance and service delivery in our commitment to ensure that our guests feel respected, valued and cared for, as you had the opportunity to experience firsthand. As you rightly state, they are the reason why our guests keep coming back.

I have to thank you for your support on the sunbed issue and how you have helped put it into perspective with your testimonial. It is great to have the opinion of a guest who has seen the 'before' and 'after' and witnessed the improved situation. To your previous feedback you so generously emailed, I have now added the notes on the bins, smoking, egg chefs and Aquarela menu for improvement.

Thank you again for your valuable insight and support. You can count on us to use your very pertinent comments and suggestions in our improvement efforts to ensure all guests have memorable experiences and keep returning year after year.

Kind regards,

Dinis Pires
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Liverpool, United Kingdom
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 17 August 2014

We've been coming to this hotel for many years as a family as we love Portugal,especially Vilamoura. I won't repeat the positives that many other reviewers have already said about the hotel but I must mention the ongoing problem of ' The Sunbeds ' during peak seasons, in the vain hope that the management might take note.
We only spent a couple of days at the pool during our fortnight holiday because of this,and this is what we noticed if you too would like to become a professional sunbed hogger.

1. Collect your towels as you leave the pool the previous day - so you don't waste precious seconds queuing up the following morning.
2. Start queuing up at about 7.15 ( starters orders were 8am when we were there)
3. Ideally take a small child with you - they're quicker runners once the gate is opened.
4. Run like the wind when the gate is opened, don't worry about pushing the pool staff out of the way, they're used to it.
5. Bagsy required beds- ensure to reserve a bed for every single member of your party whether they want it or not - don't forget the children as we all know how they just love lying on them for hours on end reading or sunbathing.
6. Job done now feel free to swan off for at least 2-3 hours. Have a nice long leisurely breakfast,pop into the marina, go to the gym, there's so much to do.
7. Return to the sunbeds when convenient. Perhaps about 11.30 , have an hour before lunch.Then swan off again for lunch.
8. Again, return when convenient and have another hour or two before calling it a day.
9. P.S don't forget to collect fresh towels for the next day.

This really happened. I have read the managements comments to other reviewers complaints and apparently they enforce a 30 min rule. They don't. I did not observe any of the pool staff doing this and frankly I don't blame them. The pool staff although very good are very young and there is no way I would expect them to argue with the guests. Seeing as this is the number one problem that this hotel has during the busy summer season, and the many complaints they receive, you would think a member of the management team would be visible enforcing the 30 minute rule and arguing with the guests. Funnily enough, I did not see one senior member of staff poolside.

Moving on - a few recommendations.
Restaurants - Rosas Cantina, mexican food very reasonable , gets busy so best booking.
- Chinese Zu- yi on the marina
- pure beach by the Tivoli - dinner and a show ( we saw Bee Gees tribute act)
- the Casino sometimes does a dinner and a show too
Taxis- best taxi rank outside the casino - a lot quicker
Parasailing - Algarve X-cite excellent professional staff.
Airport transfers - Yellow Fish are cheap and reliable.
Car hire - Epi rent were the cheapest I found and provided a good service.
If you're thinking of getting a car and visiting different beaches, go to a big supermarket like Jumbo or Continente and buy beach chairs and brollies- a lot cheaper than hiring everyday. Basic beach chair was €4, brolley € 9
Stock up on drinks at the local supermarket as they are expensive at the hotel. € 5 for a slush!

We had a great holiday and they way we dealt with the pool problem was we went to the Vilamoura beach in the morning and came back to the pool about 5 when the sunbed hoggers ( who were mainly British unfortunately) left.

Room Tip: All rooms are excellent it depends on what you like to look at from your balcony.
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  • Stayed August 2014, travelled with family
    • Location
    • Cleanliness
    • Service
Helpful?
7 Thank S P
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, 19 August 2014
Dear Guest,

We truly appreciate your loyalty as regular guests and can understand how enthralling Portugal and Vilamoura can be for holidaymakers.

I have to say, I was both amused and intrigued by the satirical approach to the sunbed situation in your review.
If other readers are influenced to do just the opposite of what you recommend, then we have surely benefitted from your observations!

I don’t expect guests to know what goes on behind the scenes but we each have our roles to play and more often than not, I’ve been called to speak to guests who complain that their belongings have been removed from sunbeds, in clear breach of the rules. Please be assured that we are actively participating in effectively resolving guest issues and concerns.

We take note of all guest feedback in the various media and are constantly striving to resolve all issues and improve the guest experience.

I genuinely hope that your next stay with us will exceed expectations and restore your faith in us completely.

Kind regards,

Dinis Pires
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Northumberland, UK
Level Contributor
58 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed 17 August 2014 via mobile

We stayed here as a couple,almost 7 years after our last visit as a family.

Still a great hotel, and we will be back.

If you go, the electric bicycles are great fun, and The Old Village is worth a visit and has some good places to eat at.

Is only 5 minutes by taxi or shuttle bus to Marina or about a 20 minute walk.

Would recommend the restaurant Oliveia Dourada. Rated number 1 on TripAdvisor and was a great find. Only a short taxi away (€10 each way).


  • Stayed June 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ce04dje
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, 19 August 2014
Dear Guest,

Thank you so much for returning to the Hilton Vilamoura since the opening and your kind endorsement on TripAdvisor.
It’s very reassuring to learn that you still consider us an excellent choice 7 years hence.

Although we are confident you will not keep us waiting another 7 years before you return again, we promise to maintain our high service standards and continue to deliver on guest expectations for many more years to come.

Kind regards,

Dinis Pires
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Liverpool, United Kingdom
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 16 August 2014

Stayed for 10 days July/Aug 2014

Hotel is immaculate, staff are very attentive and if they can help they will,
Rooms are big and had a large sunny balcony , although view looked over the road would of preferred a pool view but did not let it spoil our stay.the pools are lovely although we only got to sit at back pool, not as scenic as main pool but in 10 days could not get a sunbed at main pool as everybody queuing at 9 am to reserve them with towels then leave them for hours on end, this is a big problem and walked round first morning looking for a sunbed for family and there were 35 sunbeds reserved with towels, and nobody using them as checked again a hour later, very unfair,spoke to Deanna the Customer service manager about this and although no answers she was very helpful and a really nice member of staff and totally understood the problem but was baffled at how to sort the problem because guests complained it the towels were removed, she gave us complimentary entrance for H20 on the beach for our stay so at least it gave us an option but hotel managers need to look into this as it was ridiculous .
Breakfast was included and although it was buffet it was fresh and lots of choice , fruit, breads, pastries , cereals ,man cooking fresh omelettes and eggs, poached, fried etc really nice
Went to Rubi's bar in hotel ate there a couple of nights and the food was excellent, although it is a family bar there was not a childrens menu , so we asked for a pizza to be sent over from the main restaurant to be told she could not eat it in Rubi's , we went to restaurant and explained and ordered the pizza thinking we would have to take it up to our room so our.granddaughter could eat but staff in restaurant brought it over into Rubi's and said it was not a problem, Rubi staff were not happy! Confused! So were we..in the end we had to order room service before we went out for the little one to eat,
Overall we did enjoy our stay , would stay again ,its relaxing and most staff were really nice and helpful, just need to sort sunbeds out, childrens menu and all staff singing from the same hymn sheet!
Oh last mention not a lot going on in hotel, very quiet, nothing for the evenings , seen one singer one night in 10 days.
And a big thank you to Deanna

Room Tip: Choose a pool view
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  • Stayed July 2014, travelled with family
    • Value
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Helpful?
3 Thank Floss1421
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, 19 August 2014
Dear Guest,

Thank you for staying at the Hilton Vilamoura and sharing your comments on TripAdvisor.

We’re so pleased you were satisfied with the overall experience and particularly impressed with the resort facilities and cleanliness as well as the attentive staff, especially our guest relations manager, Dina.

Regarding the sunbeds, we have recently been taking steps to minimise the issue and have noticed considerable progress lately. Still, you mention you couldn’t find a sunbed at the main pool in the 10 days you were here and we’re very sorry for the inconvenience.

Regarding the Rubi bar, I’m afraid we did temporarily remove the children’s menu as we need to keep a balance within the resort between families and couples. We are a family-friendly resort but I’m sure you’ll understand that we also need to ensure couples are allowed to relax in a more quiet environment. However, we will not deny any family access to the bar and will have a word with the staff to ensure all guests are respected and well taken care of.

Dina joins me in thanking you for acknowledging her efforts and we all hope to see you and your family back again soon.

Kind regards,

Dinis Pires
General Manager
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Level Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 16 August 2014

My daughter of 13 wanted to go to a hotel with lots of pools. And my hope was that she and her 12 year old brother would meet others of their own age to play with. However they didn't like the pools and nor did we. I cannot sit crammed next to others like a sardine and they found the pools boring and too small. BUT I am sure this is only a problem in July and August. There were lots of small children and to be honest this hotel only really caters for children up to 12 in terms of organised activities. We walked every day into vilamoura and it is not difficult getting into town - you go through a park with a walk through gym which my kids loved. There is no need to hang around waiting for a shuttle bus unless you have small children. The beach is very nice but you have to pay 10 euros each for a sunbed, but you do get Pringles and a small bottle of water included - after stumping up a lot of money already for the hotel!! You also have to pay for wifi in your room which is mean in my view. The good things about this hotel are the lovely clean large modern room we had facing the beautiful garden and golf course. Also The staff are fantastic and we liked the breakfast and evening buffet. Also pinhal golf course is literally across the road, it wasn't too difficult a course for my son to play and it was pretty reasonably priced as each child goes free with an adult. We found the sea too cold to swim in and the irish pubs and pizza huts in vilamoura harbour are not our sort of thing. This holiday made us realise we don't want a beach holiday any more but that wasn't the hotels fault.

Room Tip: Rooms facing golf course lovely and peaceful
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  • Stayed August 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank motherlovely1
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, 22 August 2014
Dear Guest,

Thank you for staying at the Hilton Vilamoura and sharing your comments on TripAdvisor.

Although you were impressed with our services and facilities, I very much regret that we didn’t meet your children’s expectations regarding the pools and organised activities for teenagers. I’m also sorry to hear that you’ve decided beach holidays do not appeal to you even though you did try the beach and thought it was really nice.

Of course, we respect your different holiday choice but should you decide to return, we’ll be very pleased to welcome you and your family back and take great care of you all.

Kind regards,

Dinis Pires
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Barlaston, United Kingdom
Level Contributor
67 reviews
58 hotel reviews
common_n_hotel_reviews_1bd8 68 helpful votes
Reviewed 16 August 2014

We stayed here for 7 nights in a 2 bedroomed golf course view apartment. So here goes - the rooms were extremely well equipped with everything imaginable in the kitchen (although we only used the fridge to store water, wine and beer!), 2 good well equipped bathrooms (one was a bit on the small side) with good quality towels, robes and toiletries. Good sized bedrooms both with TVs (beds a bit on the hard side though) and a good sized 'proper' pull out / fold in type bed in the sitting room. Fabulous large balcony with good quality furniture overlooking the golf course. Great buffet breakfasts and good quality food at the poolside restaurant. Nice cocktails in the bar. We didn't eat in the hotel at all in the evening though. Excellent laundry service. Superb spa! Easy to book tennis on good quality courts nearby. The golf centre was very organised. Tee off times easy to organise. Staff excellent in the club house, buggy area etc.The shuttle to the beach and marina gets pretty busy but we never waited more than 10 minutes or so - no complaints there. We only used the adults only pool which was usually full but very relaxing and quiet. We often turned up in the afternoon and still managed to get 3/4 loungers with a bit of shuffling around. The main pools looked a bit manic to me because of the huge numbers of children hence the queues in the morning to bag a lounger. Our favourite pastime at breakfast was to watch the queue getting longer with one family member holding a pile of towels and (on many occasions) sprinting to get the towels down. It was hilarious! I wonder if people realised how rude we were being about their somewhat pathetic behaviour? Probably not! A note did go up after a few days saying that towels would be removed if not used after a certain length of time but this was not enforced at all so a complete waste of time. The pool staff are the only low point of this hotel really - no staff taking drinks orders, no clearing of empty loungers, no tidying up etc. The hotel are missing a bit of a trick here...for us the only complaint is about the H2O Club on the beach. I mistakenly thought that this was for hotel guests only. Not so. One day they ran out of milk - no coffee, no milk shakes. Short on ice cream another day. Out of Parma ham, brie and goodness knows what else on other days. The Club ought to be strictly for hotels guests only and worked on a cashless basis (room charge only).You pay 15 Euros each for a lounger and towel on the beach so a bit of exclusivity is needed in my opinion. Oh, by the way Gold HHonors card holders have free breakfasts as elsewhere, but the loungers are free on the beach which is a massive bonus, plus you can use the Spa facilities at any time and the Wi-Fi is free. I would definitely come back as we are golfers but enjoyed everything else that Vilamoura has to offer!

  • Stayed August 2014, travelled with family
    • Location
    • Sleep Quality
    • Service
Helpful?
1 Thank CazRob
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, 19 August 2014
Dear Guest,

Thank you for choosing the Hilton Vilamoura for your week’s holiday and the detailed review on TripAdvisor.

We are thrilled that you were impressed with the well-appointed apartment and resort location due to the proximity of the golf courses.

In spite of the many other positive points you mention, the sunbeds is of course our greatest concern but we are confident that the situation is improving. We thank you for taking the sensible approach by not participating in the morning rush. It’s reassuring to know that we have your support and hope that other guests eventually realize that it is in everyone’s best interest to cooperate.

As for the service at the pool, I’ve addressed this with the relevant manager for corrective action. Now to address your point about the beach club and despite your suggestion of exclusivity, I’m afraid this is not possible to implement as the law does not allow it. All beach facilities in Portugal are public and access cannot be denied to anyone. However, this is no excuse for the shortcomings you mention and we will be taking corrective action to ensure the facility doesn’t run out of supplies.

We thank you again for your constructive feedback and look forward to welcoming you on your next golf trip.

Kind regards,

Dinis Pires
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 Luxury Hotel in Vilamoura
#4 Spa Hotel in Vilamoura
#4 Family 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 Resort And Spa
Hilton Vilamoura As Cascatas Golf Hotel Vilamoura
Hilton International Vilamoura
Vilamoura Hilton
Hilton Vilamoura As Cascatas Golf Resort & Spa Portugal - Algarve

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