We've just returned from a 5 day stay at the Sheraton Cascais. The facilities at the hotel were good with a nice pool area and spacious rooms. The hotel also coped well with the current situation so, whilst we felt safe (eg everyone wearing masks in public areas) it did not impinge on our enjoyment. However what sets the hotel apart is the staff - Marta and Ruben at the concierge desk and Beatriz at reception, as well as all of the other staff members that we encountered were incredibly helpful (sorry we don't have all the other names!) went out of their way to ensure that we had a great stay.
All the hospitality of the staff ended exactly as soon as the Manchester City football team arrived at the hotel. Now they are treat all other guests as a second-class people. The restaurant does not serve the clients of the hotel, we need to wait for room service 2 and a half hours and they don't even hide it. Even pool bar is only for football players. Managers avoid communication and had closed access to the reception so that annoying customers would not bother them. Big money overshadowed the eyes of the hotel owner, he probably no longer has sources of income during the coronavirus.
I am writing this review to specially thank the General Manager @Pedro Santos and the Marriott International Management Team for accommodating a very challenging situation during the peak of the COVID-19 pandemic and my inability to return to North America. The hotel and the staff went above and beyond to provide same service level in the middle of a lockdown, including grocery delivery and everything else that was requested. Besides, the experience of Quinta da Marinha is unbelievable and a great "winter gateway". I ended up staying for two and a half months and I can say they were some of the best times of my life. Thank you so much.
STAY AWAY FROM THIS HOTEL. I never write reviews of places I stay at, but this time it is just unavoidable. Here is the bottom line: MY WIFE, MY 3 KIDS A I WERE KICKED OUT OF THE HOTEL THIS MORNING. Why? Because the hotel made a last minute exclusivity deal (without any prior notice to existing guests) with a football team and “requested” that all guests leave the hotel immediately. I woke up this morning with a phone call from reception inquiring what time I would be able to leave the room. I said that my stay wasn’t over yet, but they said we could no longer stay. After that, they kept calling my room every 30 minutes or so insisting that I had to leave as soon as possible. This is such a surreal situation that it’s even difficult to fathom how it could happen at a (supposedly) 5-star hotel. Totally unacceptable and borderline criminal. The staff kept saying they “understood the inconvenience, but the decision had already been made by management and there was nothing they could do about it.” If that was not enough, over our 14-day stay, the service was at the bare minimum and the restaurant was grossly understaffed (very long time until they came to take orders and even longer to bring the food). Moreover, they were opening the pool facilities to people who were not staying at the hotel, i.e. non-guests paid for the day. The result is that the pool was always very crowded, although the hotel was not full. DO NOT STAY AT THE SHERATON CASCAIS RESORT WITH YOUR FAMILY IN CASE YOU DON’T WANT TO TAKE THE RISK OF BEING KICKED OUT WITHOUT ANY PRIOR NOTICE.…
1st time at Sheraton Cascais. The 2 bdrm Ste with Kitchen, Dining & Living room is great for Groups/ Family of 5+. Plenty of self park (no charge). Friendly service. We did not have breakfast at their restaurant - line 15 to 20 minutes during the holidays. The "commute" to Lisbon is not bad - about 30 minute & plenty of parking garages in Lisbon. Once you park the car either walk or for longer distances take Taxi's which are reasonable. The Sheraton is also 10-14 minutes from the different beaches(Guincho, others) and Boca de Inferno. For family of 5+ I would return to Sheraton because of these 2 bedroom suites.