We booked a 1 bedroom suite here via Expedia and even exchanged emails with them confirming a request for a cot in the room for our baby.
2 days before we were due to arrive I received an email from the hotel stating they were overbooked (even though they had confirmed our booking a week earlier during the cot request emails) and the only option they could offer was relocating us to their sister hotel some 60km away.
I promptly checked the hotels website and found they were still showing availability for larger rooms (2 & 4 bedroom suites) for the duration of our stay. I replied to the hotel that their proposed move of us was not acceptable and they could remedy the problem by upgrading us or another guest to one of the larger rooms. They failed to respond to this email. Expedia also tried to resolve the situation with the hotel but failed.
Very disappointing and unacceptable levels of customer service.
- Official Description (provided by the hotel):
- This 5-star Suite complex is located in Vilamoura, with the Largest and most Luxury Suites in Vilamoura, within a unique resort set in five hectares of gardens, featuring three onsite restaurants, bars, kids club, six pools, a semi-indoor pool, Golf simulator, fitness centre, tennis and occasional live entertainment. Enjoy all the homely comforts in your Suite while having access to the service and facilities provided by one of the world’s leading luxury international hotel chains. ... more less
- Reservation Options:
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- Also Known As:
- As Cascatas Golf Hotel Vilamoura
- As Cascatas Golf Resort And Spa
- As Cascatas Hotel
- As Cascatas Golf Resort & Spa Vilamoura, Portugal - Algarve