維多利亞花園飯店(Hotel Victoria Garden)

Me and my husband like to travel to new contries. We chose this hotel for a week of relaxation over new year 2022-23. The hotel is nice with beautiful decor in the lobby area. But the service level needs to be improved. We had booked a suite but got an ordinary room. When we complained, the guy in the reception said he couldn’t see our booking in his system. Finally we got the suit we had booked. The beds were hard as a floor. It was impossible to sleep so I had to take the pillows from the sofa to be able to sleep. The gym was large and fairly well equipped. But there were no water, no towels and no toilet paper or soap there. The weights were falling apart. The pool area was nice with showers, a pool, sun beds and madrasses to lay on. Their system of towels was too complicated. One day we had to hand them in, the next day we could not get new ones and had to take those from our room. And then that was wrong. The service in the restaurant was good but the waiters differed in their level of training and service. I asked for oats. One waiter said they did not have. Another said they had oats and went to get some. One day they were empty of yoghurt. When I asked another young waiter, she found both yoghurt and oats. What is this? If you ask one waiter he says no and when you ask another she says Yes?! I don’t understand this. One day we booked a taxi to go out. The taxi didn’t arrive and the person in the reception kept saying it would arrive in two minutes. He kept saying « two minutes» four times. After that we gave up the excursion. This is a poor level of service!! If he had explained the reason for the delay we probably would have understood that! Another thing is that too few among the staff spoke English. The room cleaning had a strange and complicated system. It seemed that different people did different things. One person came with water, another came later with towels, another with toilet paper which I had to ask for several times. Where is the training and leadership? The hotel has a potential, but it needs a manager who can train the employees to treat the guests according to an acceptable service level. Choose another hotel!

Very nice people at the hotel. I speak very little Portuguese, but even those with limited English did their best to be helpful. The single room was larger than I expected, and the pool was quite refreshing after a day at the conference.

It was a lovely place, just a bit too far out of city center.

Airport shuttle would be a good addition. Master Card doesn't work at the property. Food is expensive if you compare to other Hotels. Overall a good stay and staff try their best to help in English.

we booked through the website but on our arrival they told us that the rooms we had paid for were not available, we waited almost 2 hours in the lobby to get the rooms in the restaurant for take a dinner you need wait almost 2 hours for get a food