Pousada Castello Montemare

The experience was distressing, especially with my 2-year-old son. We were left waiting for a long time at reception with no assistance, guidance, or effort to find a solution. It was exhausting and upsetting, and we returned to the capital that same day. My son was exposed to an unsuitable environment with no welcome or support. I tried to resolve things amicably, but the service was dismissive and the refund kept being delayed without a concrete answer. I am now pursuing my rights outside court. When I arrived for my booking, the accommodation conditions were unsuitable, with mold and a stark difference from what had been offered. I asked to cancel and get my money back, and the property agreed, but more than 6 days have passed without a refund. The lack of empathy and basic respectful treatment toward me and my family made the service failure even worse. This went beyond a minor inconvenience and could potentially cause moral damages. I am still trying to sort it out outside court.

There are lots of nice details here: a koi pond, an outdoor pool open until 10 pm, a really good breakfast, friendly service, and a restaurant and bar with delicious cocktails. The rooms are close to the beach and very spacious, with wardrobes, air conditioning, a TV, towel warmers in the bathroom, and their own kitchen with a stove, fridge, utensils, and microwave. There's also 24-hour reception. The whole place looks playful and lovely. I highly recommend it and plan to come back.

We were left waiting at reception with no assistance, which was especially uncomfortable with our child. On arrival, my wife, our child, and I found mold and conditions that didn't match the photos. The inn agreed to cancel and promised a refund, but more than 48 hours later we still hadn't received it. We tried to sort it out amicably but haven't succeeded so far. I'm recording my dissatisfaction and warning other customers.

We booked four days in January this year, but ended up leaving a day early because we couldn't stand staying there any longer. The room was tiny and uncomfortable, the sofa bed was awful, and the mattress had clearly needed replacing for a while. The pool edges were filthy, and reception service was terrible. On arrival, the real place was already a letdown compared with what we'd seen on Instagram. The only thing I can praise is the breakfast staff, who were very attentive.