Pine Cliffs Ocean Suites, a Luxury Collection Resort & Spa, Algarve

The resort is lovely and there is a variety of food on offer. If you are staying in the “premium” ocean suite you would expect housekeeping to service the room during the five hours that you were outside. However, not in our case, on returning to our room at 5 pm, we noted someone had come to the room but only opened the curtain and moved a pillow. Housekeeping offered to service then, how can that be achieve given that your children are currently using the bathroom to get ready for dinner. They promised to return at 7 pm whilst you’re out for dinner. On returning at 10 pm, you realise the promise was empty. No one had bothered even come to check over or even restock the basic such as toilet tissue which was running low. We had to call for attendant came at that point to restock. She then tried to straighten the bed, what’s the point at 10pm?!?! If the turn down service team even bothered to show up they may have noticed lack of house keeping service. Clearly that was a no show too. Service at the resort is extremely slow, but having to request for toilet rolls after prior housekeeping escalation is absolutely sub-standards, even at the minimum. Extremely disappointed!

The resort is lovely and there is a variety of food on offer. If you are staying in the “premium” ocean suite you would expect housekeeping to service the room during the five hours that you were outside. However, not in our case. On returning to our room at 5 pm, we noted someone had come to the room but only opened the curtain and moved a pillow. Housekeeping offered to service then, how can that be achieve given that your children are currently using the bathroom to get ready for dinner. They promised to return at 7 pm whilst you’re out for dinner. On returning at 10 pm, you realise the promise was empty. No one had bothered even come to check over or even restock the basic such as toilet tissue which was running low. We had to call for attendant came at that point to restock. She then tried to straighten the bed, what’s the point after 10 pm when the guest is standing right there ready to turn in?!?! If the turn down service team even bothered to show up they may have noticed lack of house keeping service. Clearly that was a no show too. Service at the resort is extremely slow, but having to request for toilet rolls after prior housekeeping escalation is absolutely sub-standards, a first in any place for me. Even more disappointing is that front desk and housekeeping don’t take responsibility but just try to blame the other and try your pass you around for a resolution. You may not have done it, but take action and resolve it as the guest should not be the one chasing your various team for an additional toilet tissues at 10 pm!

We came last year and had a lovely family holiday in the Ocean Suites. We booked for 6 people and decided to come again this year. We booked over a year in advance in order to secure the same rooms overlooking the pool. We arrived today and were told that one of these rooms was not available and we would be in a room facing the CAR PARK instead. We did not travel all the way from London where we live on a busy road to arrive in Portugal to be in a room where we cannot even see the sky. The other room for the same price is facing the sea. Both are called “Resort Suites” for the same price. This is totally deceiving, and misleading advertising. The accomodation manager refused to help us and the duty manager was so rude and unhelpful too! We have travelled a lot and never had such shocking, intransigent customer service before. Clearly the customer does not come first here. We will never be back and do not recommend. They only offered us to upgrade for a room double the price! We were offered NO compensation only empty apologies. There are many 5 star resorts in Europe that have fantastic customer service and go out of their way to help. This is not one of them!

I loved everything about this hotel. The grounds were immaculate. The staff was polite and went out of their way to ensure every detail was taken care of. I loved our ocean-view room and that beautiful boardwalk down to the beach. I can't wait to come back!

We relocated to Ocean Suites for part of our trip, hoping for a better experience. Unfortunately, the hospitality was similar to that of Pine Cliffs Resort. Upgrading to a different side of the resort didn't translate to improved service. The included spa access was a nice perk, but the spa itself fell short of five-star standards. The jacuzzi was very dirty, with hair floating around, and there was a peculiar lack of towels in the spa, which was a first for us.

I’m currently staying at the Pine cliffs Ocean suites. Just wanted to share my experience at breakfast this morning. And I hope that others won’t experience the same hospitality and treatment in the future. We went to breakfast this morning and wanted to sit outside in the shade. We asked the hostess if we could sit in the shade and she said no. Instead she gave us a table in direct sun even though there were half a dozen tables available. No problem. Within seconds she seats other guests down at those exact tables in the shade. No problem perhaps she thinks we don’t deserve those tables. So about ten minutes in, I’ve picked up a few items from the buffet and my coffee. I still see other tables empty so I decided to move to a table in the shade. As it is breakfast buffet and it’s low season on a Tuesday morning, occupancy is rather low and breakfast isn’t as busy. The hostess then comes over splits the table for 4 into twos and tells me she will clean the table. I said okay sure thinking she will clean the other table she just separated (even though both tables were clean). She then comes over with a bottle of disinfectant( even though I’ve watched her clean the other tables with nothing but a piece of tissue). Begins to spray my table with disinfectant. It’s all over our food. Our drinks. Our clothes. Our phones. My wife’s handbag. So my wife hurries to move the food and coffee to the table next to us. She then turns around and sprays our food again with DISINFECTANT! My wife ask her what she is doing. She replies by screaming “I NEED TO CLEAN TABLE”. My wife asked her why she’s spraying our food with disinfectant and her response was “YOU WANT TO CHANGE TABLE YOU NEED TO ASK ME” and then sprays the disinfectant directly into our coffees. So at this point we understood she was doing this intentionally simply because we didn’t want to sit in the direct hot sun for the entirety of our breakfast. So naturally the entire restaurant is now observing the situation. Our response was that we’d like to speak to a manager. She replied “You want manager? No manager now. You have to wait for manager. You want to complain? Here is my name (shows us her name tag). Complain”. As former ambassador and current titanium elite. My wife was shocked and shaken by the situation. Never in the 15 years of us traveling around the world and staying over 600 nights at Marriott have we ever experienced something like this. We have never met or spoken to this women. We have never had any interaction with her. We have no idea why she did what she did. But I do believe under no circumstances should you ever spray disinfectant at your guests and their food.