Tripadvisor gives a Travelers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travelers and are ranked within the top 10% of properties on Tripadvisor.
Tripadvisor gives a Travelers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travelers and are ranked within the top 10% of properties on Tripadvisor.
The Saccharum Resort is located in Calheta in the west coast of Madeira, next to the Marina and sandy beach, sitting proudly between the impressive mountains and the dazzling ocean. Built on the same site where an old sugar cane mill once stood, the hotel adopted the local sugar cane heritage as part of its interior decorative theme. Bedrooms: All 243 rooms and suites (some with Kitchenette) generously-sized rooms, Suites and Junior Suites have a private balcony, the majority of which overlook the sea and are modernly decorated to a luxurious standard. Facilities: The facilities here are upscale and incorporate a luxurious spa offering a wide variety of indulging spa treatments, an indoor pool and gym. Further additions include a second indoor pool, three outdoor swimming pools (1 children's splash pool), as well as a games room with squash court and also a Kids Club. Three restaurants (Buffet & à La Carte) and 4 bars, one featuring live music, make up the elegant eating and drinking options, together with a barbecue terrace allowing al fresco dining with superb ocean views. Free wi-if throughout the hotel and private transportation to Funchal city.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Quiet
Modern
Languages Spoken
English, French, Spanish, German and 1 more
Location
Rua Serra d'Água, 1 Solar D. Manuel I, Calheta, Madeira 9370-087 Portugal
Name/address in local language
Saccharum
2,912 reviews
Getting there
Somewhat walkable
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travelers to find restaurants and things to do within walking distance.
This summary was created by AI, based on recent reviews.
Powered by AI
Saccharum Hotel is often commended for its luxurious amenities, including a praised spa and infinity pool, paired with captivating ocean views that extend to the well-appointed rooms. However, some guests have expressed concerns over room privacy and additional fees. While the service receives mixed reviews, ranging from attentive to slow and inconsistent, the hotel's atmosphere strikes a balance between luxury and modernity, though it can feel unwelcoming to some.
Despite its picturesque location near the ocean and marina, the value proposition is questioned by guests facing extra charges. Cleanliness is a strong suit, with most areas kept in pristine condition.
Location
Picturesque
Atmosphere
Stylish
Rooms
Modern
Value
Expensive
Cleanliness
Immaculate
Service
Inconsistent
Amenities
Pampering
Was this helpful?
Tripadvisor is not responsible for this summary or the opinions in it. For more information, please read the traveler reviews and learn more about how the site works.
Stunning hotel with the most amazing views. Set in a beautiful quiet location. We had the most relaxing holiday and everything was perfect. We only had breakfast in the hotel which was lovely with plenty of variety and always fresh. The hotel is a five minute walk from the marina where there is around 6 restaurants looking onto the marina. We ate at a different restaurant each evening and all were reasonably priced and the food was good. Not many bars or shops but there is a small supermarket, chemist and bakers close to the marina, we were happy with this as we wanted a a peaceful location and didn’t want rowdy bars and tacky shops. The beach is a 10 minute walk where you can hire 2 sun beds and an umbrella for 6.5 euros. The hotel also has plenty of places to relax and enjoy the views from you sun longer. We stayed in a room with an internal view. The room was beautiful but the view from this room isn’t great, if possible I would try and stay in a room with a sea view if I stayed again. The room itself was lovely, clean bedding and towels every day and the maids came into the room in the evening to turn back the bedding and left sweets which was a lovely touch. No need to take shower gel, shampoo, conditioner or body cream as this is all supplied and of a good quality. It was my partners birthday whilst we were there and champagne and goodies were left in the room for him. I can’t think of any negatives other than the view from our room but we knew we didn’t have a sea view when we booked so that’s no fault of the hotel. Lovely friendly staff and nothing is too much trouble. I don’t normally return to the same place twice but may have to make an exception for this stunning hotel.
Read more
Date of stay: September 2023Trip type: Traveled as a couple
Room Tip:Book a room with a sea view.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Savoy
Signature, Diretor-Geral at Saccharum
Responded Sep 29, 2023
Dear Guest, Greetings from Calheta! First of all, we would like to thank you for your wonderful review regarding your recent stay at Saccharum hotel. We are delighted to know that you had such a relaxing holiday and enjoyed our location, breakfast, rooms and the friendly staff. Looking forward to welcoming you again for a soon for another “Saccharum Experience”. Warmest regards, Bruno Teles Hotel Manager
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
These reviews are machine translated from their original language. Show machine translations?
Based on the very good reviews we had read beforehand, we already had very high expectations.
The room on the 7th floor with a side sea view was excellent and spacious. Everything your heart could desire is in the room. The rooms are cleaned twice a day and they point out several times that towels do not have to be changed every day, which I think is exemplary in terms of environmental protection.
There is a great beach bar, an infinity pool, adults-only pool, indoor pool, SPA, all kinds of sports activities including courses (for an additional charge), etc. So nothing is left to be desired here.
The breakfast buffet is more than excellent - plenty of space inside and outside on the terrace. Great selection and a mix of typical Portuguese and breakfast classics from around the world (German bread, American pancakes, typical British, etc.). I would also like to highlight the large selection of fruit.
My only criticism is the dinner. In contrast to the many restaurants in Calheta, the prices for the buffet restaurant and the prices of the à la carte restaurants in the Saccharum are significantly higher. Except for one evening, we went somewhere different every day and the food in the restaurants right by the port of Calheta and the restaurants in Funchal were consistently excellent and the price-performance ratio was right.
All in all, we would come back again and again.
Read more
Date of stay: October 2023
Value
Location
Service
Trip type: Traveled as a couple
Room Tip:Mein Tipp wäre es entweder Halbpension zu buchen oder nur mit Frühstück und 100m weiter am Hafen...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
A lot to digest? Read an AI-generated summary of recent traveler reviews.
It’s been very difficult reviewing this hotel as we have stayed in the Savoy Garden Palace /Funchal twice before and couldn’t help comparing it to that one. The hotel in its design ( especially the rooms and corridors are very similar to the SGP. Its decor is beautiful albeit very dark which creates atmosphere but generally, especially in the rooms, this is countered with lighting. Unfortunately, this wasn’t the case in the rooms and I struggled to put my make up on as it was so dark ; even with the illuminated mirror. I didn’t like that there was no door on the shower also. This hotel feels a lot less refined compared to the SGP but it is still of a high standard but you won’t find the exclusive crockery, planters etc or individual attention here that make a resort stand out. The buffet was wonderful and plenty to choose from even for a vegetarian. Their Calheta themed buffet was especially tasty . There was a special gluten free section too ( breakfast only) . I didn’t like the noise levels in the restaurant as everyone ate in one big room ( like you would in a package deal hotel) so we’d get up early to avoid the crowds and unfortunately the terrace was out of use due to the weather. For part of our trip. Glass room dividers would help to alleviate this issue. Once the terrace reopened it was much better and we ate outside all the time. We also felt there wasn’t quite enough staff to serve/clear around. And the ones that were around worked their socks off. We stayed in a side ocean view room and we feel that was the best choice . There is a road just in front of the ocean view rooms and I would have hated to stay there even knowing there was not that much traffic going past. Avoid the garden or courtyard room both didn’t offer much! I’ve included a picture of the courtyard. We loved the beach/ lagoon access and it felt very safe swimming there even when the sea was rough. Bring water shoes though as access is over pebbles . The roof top pool could have been lovely but all the nice seating said ‘reserved’ and we didn’t care much for the artificial grass ( would be so much nicer with tiles). We found the buffet (euro 29 and drinks euro 9 Campari Spritz) to be about half of what you’d pay at SGP so that was a lovely surprise. We did say throughout our stay that if our kids were still young this would be a hotel that would meet our criteria a 100%. It feels lovely, relaxed with a touch of luxury. Also, if I had to choose between the Vidamar ( see previous review) I would pick this one in a heartbeat. Calheta and its marina and beach would be lovely for families or people wishing to combine a beach holiday with excursions.
Read more
Date of stay: October 2024Trip type: Traveled as a couple
Room Tip:Avoid courtyard rooms
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Savoy
Signature, Diretor-Geral at Saccharum
Responded Nov 8, 2024
Dear Guest, Greetings from sunny Calheta! First, we would like to thank you for your review regarding your recent stay at our Saccharum hotel. We were pleased to hear that our services reached your full expectations and our team helped contribute for your to enjoyed the well-deserved holidays. On this opportunity we would like to inform you that we are a themed hotel which bases itself on the sugar cane theme. For this reason, all our facility names, decoration and design are all connected to it. We would like to clarify that we are also a design hotel that works with the modern hedonist style, which may not appeal to all our guest’s personal style. Nevertheless, we appreciate your honest feedback and please rest assured that we will share with our team in order to improve our services. We hope to have the pleasure to host you again in our hotel for a better and improved “Saccharum experience”. Warmest regards, Bruno Teles Hotel Manager
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Watch out! This is a 4 star hotel with 5 star prices. Although the food is good they charge you with every order an additional 10% for services! We paid for a 5 star service but details show that this is not a 5 star hotel: we did not get a welcome drink, staff is overall kind but management was nowhere to be seen, there was a crack in the wall of our bedroom, fruit juices at breakfast are not freshly made, the cleaning in some parts of the hotel was not great ( bar, swimming pool) The fruit juices were more water with some flavour. I never saw someone cleaning the swimming pools although there was only one swimming pool realy in use: the other one was located at the buffet and not many people were tempted to have swim while others were looking at you having dinner or breakfast. I m surprised that the hotel was well booked.I can not believe that I will be the only one with this experience. We think that the hotel is in a cost cutting mode and unfortunately 5 star clients will notice the difference in services. The prices for booking a stay here in this hotel are for sure in the 5 star category but if you can afford the price there are way better options than this.
Read more
Date of stay: August 2024Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Savoy
Signature, Diretor-Geral at Saccharum
Responded Aug 28, 2024
Dear Guest, Greetings from sunny Calheta! First of all, we would like to thank you for your honest review regarding your recent stay at our Saccharum hotel! In fact, Customer Service is our main aim and every Savoy Signature experience at our hotels is a commitment to quality, so we truly regret to know that we were not able to please you with our services and for any issues experienced. We would like to inform you that our hotel is a five-star category and we are firm believers that we succeed in all our services. On this opportunity we would like to clarify that the 10% gratification service is optional, which can be removed from your bill. At breakfast service, we have available juices with different flavours. We can assure you that the orange juice is fresh. However, there are other juices, which contain about 80% natural fruit. If guest’s wish to have a natural fruit juice, we are more than happy to fulfil this request, but with an additional cost. Our hotel is family friendly, but we have three areas which are adult access only: spa, gym and outdoors pool on the 2nd floor. With reference to this pool, it has a slight different opening hours. Since this pool is located in front of our buffet restaurant, it opens at 10:30 (when breakfast service ends) and closes at 18:30 (when dinner service starts). Indeed, Calheta is a small village, but is well located for guests who wish to go on a hike, and there is a marina located about 5 minutes walking distance with several restaurants. There is also a supermarket located about 10 minutes walking distance. Our Front Office and Guest Relations team are more than happy to help our guests find a solution and enjoy a well-comfortable stay, that they deserve. We hope you do reconsider coming back to our hotel in order for us to restore your faith in our services, so that you can enjoy a real "Saccharum experience"! Please feel free to contact us directly if you have any further enquiries. Warmest regards, Bruno Teles Hotel Manager
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Usually, I don't give feedback, even if there are minor issues. We've traveled around the world and stayed in various hotels like O&O, Four Seasons, and Atlantis. This time, we came to Madeira for our honeymoon, choosing one of the best-rated places based on reviews. Unfortunately, our special occasion was ruined by the hotel's experience.
Check-in was normal, with the reception briefly explaining the available pools, highlighting the infinity pool. To our surprise, there was an extra charge for seats there. The beach access was free with average sunbeds, but comfortable sofas had an additional cost, which we opted for.
Out of the two available lifts in our block, only one worked during our entire stay, taking an average of 7 to 10 minutes to reach our floor. Which was 5th.
Our room had many mosquitoes upon arrival and didn't have the ocean view we booked. There were also issues with the shower, and the drainage made weird noises. Despite informing the reception and an engineer's visit, the problem persisted. We requested a room change, which was done the next day. However, the new room with the sea view had small bugs inside the fridge, which we decided to overlook.
The breakfast selection was average for a 5-star hotel. It took 10 minutes to get coffee after requesting it, and when we asked for juice, we were told it was an extra charge, even though it was available for free. We assumed this was a language barrier issue.
On the third day, we decided to stay in the room. I went for a quick swim at the beach area but had difficulty finding a sunbed. When I requested a towel, the manager rudely advised me to go back to my room to get one, saying he couldn't provide one. I found this very unprofessional and reported it to guest relations. The manager, Judite, acknowledged the issue and promised to address it. However, for the remaining days, he avoided eye contact and greetings, which was quite odd.
We requested an upgrade on the last day to enjoy some facilities and have a late check-out. The only option was to pay an additional 120€ and move to another room, which we did.
We spent the last three days exploring the island with an outside company, which provided the only great memories of our honeymoon.
During our final hour, I completed a survey where a manager tried to address the issues. She wished us a great flight when we got into our taxi, but it felt a bit too late.
Based on this experience, we do not recommend spending a special occasion at Savoy, as they might ruin your stay. We suggest the company improve communication between departments and consider implementing an app to better track guest details and create memorable experiences. As for us, we will not stay with this group of hotels again, as this memory will stay with us forever.
Read more
Date of stay: July 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Savoy
Signature, Diretor-Geral at Saccharum
Responded Aug 7, 2024
Dear Guest, Greetings from sunny Calheta! Thank you for choosing the Saccharum Hotel to spend your holidays and for sharing your sincere feedback regarding your recent stay with us. We genuinely value your feedback as it helps us continually improve our services and overall guest experience. We are truly sorry about the experiences you and your wife encountered during your recent stay with us. Your experience, as described, falls far short of the high standards we strive to uphold, and we regret that we failed to provide the exceptional service we are recognized for, especially on such a significant occasion as your honeymoon. We would like to inform you that all our hotel rooms are equipped with 2 types of towels: white one which are supposed to be used at the shower and the brown ones are for the pool an the beach. To help our guests, we can provide a solution at the hotel reception, but to exchange towels there is an information in the room about the places where to go, in order to have this service fulfilled. Regarding the sunbeds, we have regular type of sunbeds on the top floor and at the beach which are included for all hotel guests. The beige sunbeds located around the infinity pool on the top floor and the Bali beds at the beach have an extra coast because we would like to provide a more personalized service to our guests. During the day at specific times we surprise the guests with a small treat (drink or snack). Madeira is a tropical island and it is difficult to control some bugs or mosquitos which you may have found in the room. However, in the new room when this was reported to us, we provided a small device in the room. Our hotel is regularly visited by an extermination company which they apply a product so that no bugs interfere with our guests comfort. We would like to take this opportunity to assure you that our team is always striving to go above and beyond to ensure the comfort and satisfaction of our guests during their stay. We deeply regret that we were not able to do with you to meet your expectations in this instance. Thank you once again for your valuable feedback, and we hope to have the opportunity to serve you better in the future. Kind regards, Bruno Teles Hotel Manager
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The Saccarum is certainly the top address in Madeira! From our point of view, everything actually fit here. The hotel is very new and design-wise an absolute eye-catcher, although the entrance area is kept very dark, which certainly fits the industrial style that also makes the hotel. Our family room was extremely large and spacious. The cleanliness was exemplary and leaves no reason to complain at all. The only criticism here is that there is relatively little storage space in the rooms, but this did not interfere further. The breakfast buffet is outstanding, here certainly no wish remains unfulfilled. Even for special dietary needs such as gluten-free or lactose-free, everything is available in the widest range. Everything is fresh, wonderfully served and tastes fantastic. The complete complex, the beach, the pools are beautifully designed and invite you to linger. The indoor pool allows you to swim even on cooler days. The artificial grass on the sundeck is certainly a matter of taste but functional. Basically, the staff is very friendly, we twice unfortunately had the same contact person at the reception who was a somewhat negative example and was not really motivated or helpful, but this can certainly be accepted as an isolated case. Somewhat special I find the privileged loungers by the pool as well as on the beach, which can be purchased for an additional fee. But this is certainly part of the concept of the hotel chain and did not bother us further. All in all, the place is absolutely recommended and a very nice accommodation where everything really fits together. A minor drawback has been for us, the hotel is well located to start excursions across the island. To eat in the evening, Calheta’s seafront is the only nearby option as a collection of restaurants. Here it has a handful of good selected restaurants, but you saw them after a few evenings. For similar possibilities, the hotel is remote. Basically, you can also eat very well in the hotel, but we prefer to be out in the evening. We will definitely come back!
Read more
Automatically translated
Date of stay: October 2024Trip type: Traveled with family
Room Tip:Gratis Parkplätze sind an der Strasse vor dem Hotel vorhanden.
Der Garten und Aussichtspunkt auf...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
A wonderful luxury hotel built into the cliff face. The whole experience was amazing. Breakfast is sumptuous with so many different items of food to choose from and service is excellent. There is a lovely little walk on a well maintained path at the side of the cliff face which starts on the 9th floor. It has the ‘Chef’s Herb Garden’ along with other vegetables and if you like you can also walk up to a view point which overlooks the picturesque harbour and two sandy beaches. The rooms were quiet and no noise could be heard from outside. The beds were extremely comfortable, the huge walk in shower was sheer luxury. All the staff were professional and friendly at all times. I would definitely recommend this hotel.
Read more
Date of stay: March 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Savoy
Signature, Diretor-Geral at Saccharum
Responded Apr 29, 2024
Dear Guest, Greetings from Calheta! First of all, we would like to thank you for your wonderful review regarding your recent stay at Saccharum hotel. We apreciate your kind words regarding our large roms and brilliant staff, they are indeed always available to go that extra mile to fulfil our guest expectation We hope to have the pleasure of welcoming you back in a near future for another "Saccharum Experience" Warmest regards, Bruno Teles Hotel Manager
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Lovely hotel in a great spot and with an interesting back story. Staff were very friendly and attentive in our experience and the accommodation was very comfortable. We hired a car for part of our stay and following recommendations in other reviews we used the guest services at the hotel to arrange this and found this efficient and reasonable in price. We loved the garden area which was well worth exploring for the chefs garden and views. I read from other comments about the hotel seeming dark and I see where they’re coming from, but we found that to be atmospheric. The breakfast was great with lots of choice. The evening meal was a buffet and this could have been a little more varied in my view. Great salad options always, but main meal was often the same, but with a subtly different names. I was a little surprised that things like the use of services like the steam room / sauna and some sun beds around the infinity pool were restricted and conditional on a rather hefty charge for ‘premium services’. Sun beds in particular were left unused and my opinion is that creating a 2 tier offering detracted from the 5 star experience. That said, we enjoyed our stay and would recommend.
Read more
Review collected in partnership with this hotel
Date of stay: January 2025
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Savoy
Signature, Diretor-Geral at Saccharum
Responded 2 weeks ago
Dear Guest, Greetings from Calheta! First of all, we would like to thank you for your wonderful review regarding your recent stay at Saccharum hotel. We apreciate your kind words regarding our locations, amazing views, food, our design and fantastic service, we are indeed always available to go that extra mile to fulfil our guest expectations! We hope to have the pleasure of welcoming you back in a near future for another "Saccharum Experience" Warmest regards, Bruno Teles Hotel Manager
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We had a week stay here and had an amazing time. The hotel is a well designed relaxing experience with friendly staff and is a great location in Calheta. We hired a car and were able to pay for parking at the hotel (about 10EUR a day), this gave us the option to drive around the island, which the hotel is a very good base for (about 30 mins from Funchal). The vegetarian / vegan options were very good at breakfast, with the breakfast buffet being one of the best I have experienced. We paid for bed and breakfast only, which suited us as the vegetarian options at the evening buffet were not as appealing (very limited selection). However, there other restaurants/bars in the hotel provided a good selection of vegetarian /vegan options at reasonable prices. There are a number of restaurants within a 5 minute walk as well. We would definitely come back here.
Read more
Review collected in partnership with this hotel
Date of stay: November 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Savoy
Signature, Diretor-Geral at Saccharum
Responded Nov 27, 2024
Dear Ms. Amy, Greetings from Calheta! First of all, we would like to thank you for your wonderful review regarding your recent stay at Saccharum hotel. We are delighted to know that you had a fantastic stay and especially enjoyed our location, stunning landscape views, tasty breakfast and the service provided by our friendly team. We hope to have the pleasure of welcoming you again for a new “Saccharum Experience”. Warmest regards, Bruno Teles Hotel Manager
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We have recently returned from a four night stay at the Saccharum Hotel booking full board and staying in a Courtyard Room (Room 311). Upon arrival we did note that the Reception area was extremely dark, check in was seamless, the Receptionist was very polite and took the time to explain about the hotel facilities and the Restaurants opening/ closing times, this was the best service we received.
We checked into our room, very modern and extremely clean, however it was very dark even with all the lights on and we would not describe it as a "Courtyard Room" but more looking out into the void of the hotel made worse as we were on ground floor level!
In terms of the Restaurants, Breakfast and Dinner are served in the Engenho Restaurant. Breakfast is as expected for a buffet, it opens at 7.30am, however they were never set up fully, service on all four days was woeful! Dinner is appalling, poor quality food, choice mediocre, luke warm and service again woeful with a sheer lack of staff. In terms of lunch, we checked with Reception and were informed we could use both the Beach Club where we would receive a 15 euro credit per person or the Trapiche Restaurant. How mis informed were we! You can only use the Traphice Restaurant which is not great if you are using the solarium (beach), you have to cross the road and go up eight floors of the hotel! We complained to Guest Relations as we ate at the Beach Club and were not given the credit, the F&B Manger agreed to credit our bill on this one occasion, it felt like they were doing us a favour when they were to blame!
We visited the Fly Lounge Bar twice and frankly the staff were more engaged in their own discussions rather than serving paying guests.
Laundry, my wife sent some clothing to laundry and it was finally delivered back to our room WET a day late after chasing it! Again another visit to Guest Relations to sort out the issue.
Solarium, sunbeds basic and uncomfortable, if you wanted to use the Bali Beds (which were dirty and stained) or the more comfortable sunbeds on the eighth floor by the infinity pool you had to pay for them, they were always available! Spa over priced, we walked in and out as again as the Receptionist was no help at all and just stood there! Beach Towels can be exchanged twice a day on the eighth floor, we witnessed a member of staff in the Beach Club being rude to a guest when they asked if they had any towels, what Beach Club does not have beach towels, ludicrous!
We are fortunate to travel all over the world staying in 5 star hotels, the pictures and website are not a true reflection of the reality, the service we received was poor and the food at best a two/ three star.
Do not waste your money, there are better hotels in Madeira, we would never recommend this hotel and were glad to get home!
Read more
Date of stay: October 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Savoy
Signature, Diretor-Geral at Saccharum
Responded Dec 5, 2024
Dear Mr/s. Blake, First of all, we thank you for taking time to write us your sincere feedback regarding your recente stay at Saccharum. Our guest’s comments are very valuable for us and we do appreciate your constructive feedback. We are pleased to hear that you were warmly welcomed on arrival by our friendly reception team. On this opportunity, we would like to inform that our hotel features a modern design related to the old sugacane mil, which we understand may not meet some personal tastes. In our hotel, we have several room categories available that are provided according to guests’ reservations. Our Front office team is always available and more than happy to receive feedback and provide other room options in other floors, according to availability. For this case, we truly regret to hear that the room provided did not meet your expectations. With reference to our restaurants, we provide a full selection of dishes based on the Mediterranean and international food, in order to create and offer a pleasant food experience. We regret to hear that we were not able to please you on this aspect and we will share your words with our team for future improvements. Our Full-board guests have breakfast and dinner included at Engenho buffet restaurant and lunch at Trapiche restaurant from a specific menu. For this case, we regret to hear about this miscommunication, which we are happy to know that was checked by our team. We appreciate your valuable feedback, which we will share internally, to avoid that similar situations happen in the future. In regards to our service, we would like to inform that our team is in continuous training to provide a personalized and high-quality service to all of our guests in our different outlets and tasks, in accordance to our standards. For this case, we sincerely regret to hear about the situations experienced, which we will carefully analyse internally to try to understand what happened and take the necessary measures to improve it. Once again, we thank you for your honest feedback and we sincerely hope to have the opportunity of welcoming you in the future for a new and certainly improved experience and restore your faith in our services. Kind regards, Bruno Teles Hotel manager
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Yes, the hotel provides beach towels (we found them in our room and changed them as needed at the pool area), very convenient.
Are toiletries in the room (shampoo, shower gel, conditioner, hand and body lotion, soap).
There are more places to choose from in the Calheta area.
PRICE RANGE
$195 - $243 (Based on Average Rates for a Standard Room)
FORMERLY KNOWN AS
Saccharum Resort & Spa
LOCATION
PortugalMadeira IslandsMadeiraCalheta
NUMBER OF ROOMS
243
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
Is This Your Tripadvisor Listing?
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.