NAU Sao Rafael Suites – All Inclusive

Es un hotel muy familiar y tranquilo, mucho turismo inglés, no hay animaciones ni nada para jóvenes, no lo recomiendo para la juventud, en tema de comida muy poca variedad, y comidas repetidas,también he de decir que hay mucha limpieza, pero eso sí tener cuidado donde reserváis porque yo reseerve por aquí el todo incluido y resulta que si no reservas por la página oficial del hotel no te entran todas las bebidas no se porque… la verdad que para ser un 5 estrellas deja mucho que deseear!

We stayed at NAU São Rafael Suites for five nights, and while the experience was okay overall, there were several issues that affected our stay. On the positive side, we were upgraded to a suite, which was a lovely gesture. The room itself was spacious, with bedroom including a sitting room and , two balconies, and a beautiful layout. However, the bed in the suite was extremely uncomfortable, causing back pain after just one night. As a result, we had to sleep on the sofa bed for the rest of our stay. We reported the issue to reception, and although one of the staff members said they would address it by adding something to the mattress, no action was taken. After multiple requests, I finally spoke to the manager—three days after my initial request. This delay was frustrating, as I was repeatedly told that the manager was unavailable until after 3 p.m. It’s unusual for a hotel of this caliber not to have a duty manager or supervisor available to address guest concerns promptly. When we finally spoke to the manager, we were offered a room change. However, since we only had two nights left, we decided to stay in the same room and continue using the sofa bed to avoid the hassle of moving our belongings. Unfortunately, the service issues continued. On our last night, housekeeping failed / forgot to clean our bedroom and the bathroom or replace the towels, leaving it in a dirty state. After a long day out, we returned to find no fresh towels and an unclean bathroom. We called reception, and while towels were eventually brought to us, the staff member seemed annoyed and did not apologize. When we later requested water, the same staff member returned with a noticeably irritated demeanor, which we found very unprofessional. Additionally, the bed sheets were not changed during our entire stay, which is surprising for a five-star hotel. On a positive note, the restaurant was excellent, offering a wide variety of delicious food. Most of the restaurant staff were friendly and accommodating. However, the lack of evening entertainment, even on weekends, was disappointing. Guests were left to entertain themselves, with no live music or activities provided. Overall, while the hotel itself is in a beautiful location with a great environment, it falls short of the standards expected of a five-star property. The lack of attention to customer satisfaction and inconsistent service left us feeling underwhelmed. I hope this review helps others in planning their holiday and provides feedback for the hotel to improve.

This is NOT a 5 star resort, it's just about a 3 star and that's being generous. We booked this 6 months ago because Ur said it had an indoor pool and spa and also entertainment. When we got there we were told there was no entertainment as it wasn't peak season (although it was half term in the UK and the hotel was very busy). We were also told there was a charge to use the indoor pool and spa (this was not mentioned anywhere during booking). The all inclusive drinks cocktails are all really random and there's only about 5 to choose from. They don't really taste great. The food was always barely lukewarm no matter what time you came down for breakfast or lunch or dinner. We opted to eat out most of the time because of this. The rooms do not have irons so take your own. They are also in need of a refurb. Bathroom grout is very dirty and the balcony doors in our room did not lock so you could hear noise all through the night . If you have kids they will get bored at this hotel so I wouldn't recommend it. There's not even ice-cream at the buffet We didn't get to try the other (payable) restaurants at the hotel which are supposed to be open from Wednesday til Sunday. I. Our last full day we booked the Italian for a birthday meal (wednesday). They took the booking and then came and found us half an hour later to say the restaurant wasn't going to be open so our booking was cancelled! Bar service is extremely slow and some if the staff are quite surly. Reception staff and some of the buffet staff were lovely and friendly though. All in all, I wished we had booked elsewhere.