To say I am disappointed in Estoi Palace would be a complete understatement. My husband & I have been visiting Portugal for many years now and we decided to get married in Santa Barbara De Nexe last week. As we are staying in a villa, we decided to book the suite at Estoi for our wedding night. I made my booking and paid my deposit back in November 2012 and on the notes of the booking I confirmed that this booking was for our wedding night and that we will be arriving after midnight. I then emailed them in February to ask if possible if our suite could not be situated next to one of our guests rooms who also booked a suite and I received a reply advising that reception had actioned my request. We also travelled to Portugal and visited Estoi Palace in March to see what we and our guests booked, the staff were happy to show us around and we told them we had over ½ our wedding guests booked in as I had recommended this lovely looking hotel and they were very grateful.
We then had an amazing wedding day on Tuesday 25th and at around 1:30-2:00am, we arrived at Estoi with a couple of our guests and went to our room to continue the drinking. When we arrived in our room we quickly realised they had given us a standard room and not a suite which we had booked. The champagne they had given us when googled cost 4euro’s, we asked for this to be upgraded (at our own cost) but all the lady did was change the ice! After we realised they had done that too my husband went down to reception to advise about our room and they apologised and said a photographer is now in our suite because they have loads of equipment! Why he couldn’t fit his equipment into the double I don’t know, they were hoping to give us the double room and for us not to notice! They then give us a spa booklet as a good will gesture, however when I looked at the treatments they had highlighted only 2 facials that we could choose from, from the whole book and if any we would have much rather a back massage – also another frustration with this is there is no actually cost to them still. My partner was obviously furious by now and they couldn’t do anything for us apart from apologise for their mistake. I was calmly saying to the lady after a fabulous day they have completely ruined our wedding night and was making clear we will never have a wedding night again! My partner was asking for the presidential suite (again we would have happily upgraded at our own cost, just to get the better room for our special night) but they said this wasn’t available.
As there was nothing more the hotel was offering, we got all our overnight bags and left to walk the empty streets of Estoi at a ridicules time in the morning. I was just thankful I wasn’t wearing my wedding dress at this point.
My husband was trying to flag down cars to offer someone money for a lift back to our villa because the cab companies we had called wouldn’t come and get us. Eventually he flagged down a lovely young couple and paid him 100euros to take us 15minutes down the road.
Also, little to my knowledge at the time my guests who had also booked the suite, asked at reception on Sunday to upgrade our room to the best possible room available and they would have paid for the upgrade but the reception staff told them we already had the best of everything. I have no idea what had changed from Sunday 23rd to our wedding day on Tuesday 25th, all I can think of is that this photographer gave one of the members of staff a backhanded cash payment, why else could he have taken our suite?
Another disappointing point is that I earnt Estoi Palace thousands of pounds (around £5,000) from my other gusts bookings, they were eating lunch and meals in their restaurant, buying drinks and ice-creams which were expensive.
Once again, another inconvenience was that it was my bridesmaids birthday the following day Wednesday 26th and as we no longer stayed at Estoi for the above reasons, we could not spend the day with the birthday girl but also all our other guests that had booked in there.
To rub salt in the wound, my friend has videoed this photographer as well his 2 little models flattering about the following day.
I honestly feel I have never been treated so badly from a hotel and for them to do this to us on our wedding night and knowing full well it was our wedding night is absolutely disgusting!
- Official Description (provided by the hotel):
- The luxurious Pousada de Estoi, the Estoi Palace, born out of the recovery of an old eighteenth century palace, is located in the village of Estoi only 10 km from Faro. This palace once belonged to Jose Francisco da Silva, Viscount of Estoi, and was opened in 1909. In 1987, it was purchased by the Town Hall of Faro, and in 1977, it was considered a property of Public Interest. A project by architect Goncalo Byrne, this hotel in Faro has a Health Club where you can enjoy a Turkish bath, sauna, tropical showers and heated indoor pool with a whirlpool. In a region with great gastronomic traditions you can find the Visconde restaurant, one of the Algarvian establishments which include fish and fresh seafood. The whole menu is inspired by Portuguese cuisine and exhibits a genuine form of art for good eating. Don't miss out on the deserts from Algarve made with figs and almonds grown locally. Experiencing the Pousada de Estoi is a pleasant journey with a combination of the classical, Baroque and contemporary elements that will definitely be a memorable experience. ... more less
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- Also Known As:
- Pousada Palacio Estoi Faro, Portugal - Algarve