Pontevel Vacations

Great location near the airport. Close to the Mercado and restaurants

Great location. Very clean and luxurious. Nice full breakfast.

It’s not easy to write a negative review because the hotel itself is well maintained, the location is convenient, and the breakfast is excellent. Unfortunately, our experience was overshadowed by how the staff handled a problem. We stayed in a family room, and although we had politely requested in advance a bright room with a nice view (if available), we were assigned a dark room facing the inner courtyard with almost no natural daylight. The biggest disappointment, however, was the service. During housekeeping, our daughter’s expensive swimsuit was accidentally taken away together with the used bathrobes. Mistakes happen, and we completely understand that. What was frustrating was the hotel’s response. We reported the issue next morning we noticed it and were told they were investigating with their external laundry company and would get back to us. I informed hotel, that this is the day of our check-out and we have only half day to collect the missed item. We followed up several times during our stay, but each time we received the same answer: We’re still waiting for a verification. At one point, a receptionist even mentioned that guests’ personal belongings are offten collected with towels or bathrobes, but “it is not our fault” she said. Maybe it is time to review procedures?? Hotel receptionist, although she promossed to respond by 4pm, she never did. After our return to home country, my daughter called to hotel several times, unfortunately the swimsuit is not found.

The check-in process takes longer then anywhere else in the world, we’ve got our room ready even past the check-in time.

Although we had the most contact with Margarida, Vladimir was also excellent. Both were very helpful. We loved the location of the place and the accommodations were comfortable for us all. Thank you!