Crowne Plaza Vilamoura - Algarve by IHG

The spa and pool were a relaxing way to start the day. The €15 circuit included the indoor pool, which was 27 degrees, and the hot tub at 30-33 degrees. The sauna and Hanmam were clean and soothing too. I was glad we went at 11am, because later lots of children arrived and the hot tub filled up, which took away from the calm. We’d come for a quick weekend break. The hotel was sparkling clean, and our room was a good size and impeccably kept. Reception was fine, though a little more attentiveness and a smile would have helped. We had a drink outside in the lounge while watching an incredible sunset. The gym is open 24/7. I didn’t have time to book a spa treatment, but I’ll return.

The hotel has some nice areas, but I would tell people to stay somewhere else. In my experience, management under GM Ana Reis showed no interest in customer satisfaction or resolving problems. As a Diamond Elite customer, I encountered loud fire system announcements in the middle of the night, and managers who spoke rudely. I also felt there was a coercive effort to prevent me from raising a complaint. Staff told IHG my complaints were resolved when they weren’t, according to my experience. Emails came without anyone putting their name to them, I was refused access to the GM, and they would not provide the Complaint Book, which I understand they are legally required to provide in Portugal. The management style felt toxic and left no way to get redress. It was also the only IHG hotel I’ve encountered that gives a drinks voucher for just one person when you’re a pair, so you have to share the welcome drink. I found the place stingy and badly managed by Ana Reis and the team around her, including Joao, who treated me with contempt and rudeness. Why spend time in a 5 star hotel if this is how they treat you? Absolutely not, go somewhere else.

The food was excellent, and everyone on staff was welcoming and helpful. It’s a great base for walking and cycling. We thought paying extra for a sea-view room was worthwhile, and had a fabulous holiday here.

I had an amazing week travelling on my own. Lovely room, food, hotel and staff. Thanks to Fergal as well. I love Portugal and will be back!