As Cascatas Golf Resort & Spa

“Very good but poor customer service”

Just back from a week in An Cascatas. We stayed in apartment 123 and it was lovely - clean, comfortable and had everything we needed for a self catering holiday. It had both pool and garden views. The amenities in the hotel were great - lovely indoor and outdoor pools, bar and restaurants. They als… more

Just back from a week in An Cascatas. We stayed in apartment 123 and it was lovely - clean, comfortable and had everything we needed for a self catering holiday. It had both pool and garden views. The amenities in the hotel were great - lovely indoor and outdoor pools, bar and restaurants. They also provided shuttle bus to and from the Marina. The staff in the Hiton were lovely and very friendly. Unfortunately the receptionist in An Cascatas Frederico was not at all nice to deal with. Our flight was delayed and when we arrived he was inpatient with us and unwilling to answer any questions we had. As it was late we went down to the bar to enquire about ordering food. They advised that we could only order pizza to our room so we did. But when we rang reception as advised Frederico got annoyed with us and told us that we could not. Went back down to bar and told them what Frederico had said and they then advised us to order and wait for it at reception - fair enough. We were checking out on the Saturday but myself and 2 kids picked up a stomach bug on the Friday. That evening as we were so sick, my husband went over to An Cascatas reception to explain our situation and yo see if we could get a late check out but they couldn't give us an answer. The next morning he went over again and saw Frederico and decided to go to the Hilton reception and enquire as they had been helpful during our stay - Unfortunately they have a different system and couldn't help us. Back over to Frederico - had to empathy to our situation and charged us 75 euro for a late check out even though most of the apartments were vacant. Its a pity one person had such an effect on our experience- apart from this it would have got a top rate experience.

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“Not what it used to be and prices are only increasing.”

We are loyal customers of the resort and always look forward to our holidays with our two children. We have noticed that the place has deteriorated on a few different levels - mostly staff. We always dealt with Vanessa at reception but since she has moved to a new position the staff that are now fr… more

We are loyal customers of the resort and always look forward to our holidays with our two children. We have noticed that the place has deteriorated on a few different levels - mostly staff. We always dealt with Vanessa at reception but since she has moved to a new position the staff that are now front of house are disinterested and unfriendly. You barely get a greeting from them. It’s a shame because it really lets the place down. What’s even more of a disappointment is that the rate keep on increasing each year but after enquiring about booking our 2025 holiday, the rates are almost double to what we have paid in the past. No loyalty shown for repeat customers and obviously they don’t care for repeat business. Would love for the GM of the resort to reach out and justify the 50%+ price hike.

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“Ok, but there is room for improvement”

First, the good bits: Flats are spacious and the kitchen is well-equipped. Bathrooms are nice. There are lots of pools (including indoor pool) with gym, and enough options to eat. There is a big playground for kids. Cleanliness is good. Parking is great. The less good bits: Location is a bit remot… more

First, the good bits: Flats are spacious and the kitchen is well-equipped. Bathrooms are nice. There are lots of pools (including indoor pool) with gym, and enough options to eat. There is a big playground for kids. Cleanliness is good. Parking is great. The less good bits: Location is a bit remote, so you need a car, the next shop is about 15 minutes walk, the beach and most other amenities at least 30 minutes walk. The reception is understaffed and some members are either a bit unschooled or just plain condescending (one particular member came across as such). We only had food once at the Rubi bar and it was awful and overpriced. The wifi is really bad and almost never works. One of our aircons was really noisy but never got fixed. Some bits in the apartment (kitchen) were falling apart, which was not a huge problem, but didn't make the place look as good as it could have. I am not sure at which level the problem lies, but perhaps management and staffing should improve in both quality and numbers. Also a little shop for essentials might be useful, and better food. In general, this place has a lot of unused potential. It's good for families but it needs improvement to be truly 5-star.

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