Resort Ilha da Madeira

The service was very clean, the staff were courteous, and the beach service worked well. At reception, though, I had to ask twice and wait two hours to get the towels missing from the room. I also asked for two more pillows and was told every day that none were available. That seemed odd since the hotel was empty. The apartment itself needs renovation: it’s quite old and a bit worn. In my unit, the toilet seats were broken, the kitchen utensils were disappointing, and the TVs didn’t work properly. Given the price, I expected better service and better maintained facilities.

We were moved after maintenance work in the neighboring apartment broke through a wall in one of our rooms, causing a lot of disruption. We went from the third floor to the fifth, then were told we had to move back to the earlier room. The administration seemed completely disorganized. On top of that, maintenance staff came into our apartment while we were there without asking or even ringing the bell first. That was a serious invasion of privacy. From the moment we arrived, the service had been poor and the team seemed unprepared to handle the problems. I’m deeply dissatisfied with our stay at Pool Ilha da Madeira and wouldn’t recommend it to anyone looking for comfort, organization, and respect.

The resort has very good facilities and is on a par with well-regarded resorts elsewhere in São Paulo state. There’s comfort and leisure throughout, and it’s a lovely choice for families, with peaceful, well-kept spaces. It’s still a very good resort and worth visiting. The big letdown was the service: many employees seemed unwilling to help, and that really dimmed the place’s appeal and our hopes for a peaceful stay. No one served us at the outdoor pool, and they didn’t even turn on the lights at dusk. We were left in the dark, and I had to use my phone flashlight to light the pool bathroom for my daughter. A kids’ activity or recreation service would be a good addition. I also missed having some background music, maybe instrumental music to break the silence now and then, though that’s just a matter of taste.

The apartments are complete, well equipped, and clean, and the service is fantastic. The resort’s facilities are outstanding and its location is perfect. Without a doubt, this is the best option for anyone wanting to stay on the coast. I’d recommend it without hesitation and already want to come back.