Troia Residence - Apartamentos Acala

The beach is lovely, but the rest feels pretty underwhelming. It’s obvious the place isn’t being maintained.

Such a letdown. It’s old and dirty, and the bed and pillows were really poor.

The apartment was spacious, clean, comfortable, and better than I expected. The trouble was the service, especially at reception, which needs urgent improvement. Check-in was chaotic and unwelcoming. We waited a long time while three reception staff were there, but none spoke to us until we had to insist on being helped. The employee who finally assisted us seemed completely lost. The information we got was limited, confusing, and sometimes contradictory. They asked for our car registration without explaining how parking worked, and we weren’t given the ticket needed to leave. We only realized something had been missed when it looked like we’d have to pay for parking as usual. The apartment phone didn’t work, so we had to call reception on our own mobile. The lack of organization, communication, and professionalism seriously affected the stay, even though the accommodation itself was very good.

The last night was frightening: the fire alarm went off, and the corridor smelled of smoke and burnt wood. We went downstairs right away and called reception. They said they would call security, but nobody came. The alarm was switched off remotely with no explanation. Foreign guests were confused about what was happening, and the night receptionist couldn’t speak English, which is hard to understand at an international resort. Other problems had already made the stay miserable. The kitchen extractor made an unbearable noise whenever it switched on, every day from 9 a.m. to 3 p.m. and again from 7 p.m. to 11 p.m. Reception never answered our repeated calls. When we went there, three employees were chatting and didn’t seem in a hurry to answer the phone. They said the system simply worked that way, as if hours of constant noise in the apartment were acceptable. The indoor pool was cold and not heated. Basic kitchen things were missing, including a strainer, a cloth, and a sponge, and we had to ask several times before getting the essentials. Guests in the apartments weren’t allowed to use the gym, which was reserved for hotel guests. The Turkish bath, which we were entitled to use, was out of order due to “technical problems.” They refused our request for gym access as a courtesy, without any flexibility or empathy. We slept badly the first night because the pillows were so thin they felt like paper. When I asked for replacements, I was told they’d cost €10 each, per day. Only after I said I would fill out a complaints form did they suddenly sort it out. The staff’s distant, dismissive manner left us uncomfortable and sad throughout the stay. We’re an LGTBI couple. We don’t want to think that’s why we were treated this way, but we can’t help wondering. It would be cruel if that were the case. This kind of behavior has no place in a hotel that presents itself as international, modern, and inclusive. We left feeling stunned, frustrated, and helpless. Service was terrible, customer care was nonexistent, and the atmosphere felt hostile. It’s hard to believe the place gets such positive reviews after what we experienced. We were deeply disappointed and can’t imagine returning.