Hostel Alameda Exclusive House

It's a small, dated hotel in central Faro that used to be a hostel. We could stay for just one or two nights if we're not fussy, but parts of the place were run down, including showers that flooded. I managed a late check-in after contacting them on WhatsApp and being told it would be okay. Without that, I think we'd have spent the night somewhere else, since the person who contacted me on booking day had said check-in was only possible until midnight.

We left after just one night and couldn't get a refund for the rest of our stay. They offered us another room, but after spotting another water leak in the kitchen, we didn't want to stay anywhere in the building. They really need to carry out serious repairs. In room 015, where we slept, there was a serious leak. The ceiling was full of something that seemed bad to breathe in. The bathroom floor was completely wet and rotten, with holes that felt like they might give way when we walked on them. Cockroaches kept coming out of one of those holes all night. I took a photo, but don't want to post it here. So disgusting.

I enjoyed sitting on the patio and looking out over the pretty town and Christmas lights. The room was comfortable, though the air freshener smelled nice at first and then became too strong for me. There was some confusion over the entry code, but the welcoming staff sorted it out quickly. The accommodation was much better than I'd expected, and it was a great place to stay.

I booked through my credit card concierge and paid the full amount in advance, but at arrival the staff said they had no record of it and wouldn't let me into my room unless I paid again in cash. I asked for a receipt so I could sort it out with the card company. They said they'd give it to me in the morning, then later promised to email it. Nothing ever came through. I've since called and emailed reception three times and got no reply, explanation, receipt, or help. I've been charged twice for the same stay, and the hotel hasn't done anything to resolve it. I feel completely scammed and robbed. I don't recommend staying here. Be careful if you book, especially through a third party. The customer service disappeared after payment, and the way they handled this was unacceptable.