Saccharum Resort

Lovely hotel but the food was lacking

A beautiful beachfront hotel that is perfect for romantic getaways and a cheaper alternative, yet still luxury, to standard 5 star hotels. Location wise the hotel isn’t great as it’s very remote from the strip/city centre and taxi prices are not particularly cheap in Madeira. The rooms are spacious and stunning, well worth it with a great selection for the breakfast buffet and plenty of restaurants/options for dinner. A lovely love band/musician plays every night which is also great. Overall a wonderful stay with much friendly staff, however if you are looking to do much sightseeing in Madeira, this hotel is not the best option unless a significant amount is left for travel.

Amazing what a view and breakfast was great!

Overall this was a good stay, it could have been great but it could easily have been terrible as it was almost defined by the response “thank you, we will take it onboard and feed it back”. When we arrived, we appreciate we arrived late, we were given our room card and told our room was on the 5th floor. No explanation of anything, nothing about resort activities, what was included etc etc. when we came down the next day to ask where is good for food we then found out breakfast was included in our booking! We informed them of the lack of information and received the response, “thank you, we will take it onboard and feed it back”. Later that day when sat by the pool we got 2 drinks. My wife is pregnant which we had informed the hotel of as we were on our baby moon. They put the alcoholic drink next to her and told her it was the non-alcoholic drink she ordered. Unfortunately she took a big gulp. We complained and received the response, “thank you, we will take it onboard and feed it back”. We were not happy with this response so complained to the bar manager who did apologise, took the drinks off the bill and gave the same response. Our room door was broken and would not close properly unless closed carefully so housekeeping had been leaving it open accidentally. At this point we had had enough. We went down and asked to make an official complaint of all of the above to a manager at the front desk. They took it very seriously and said they will escalate this up urgently. We were extremely appreciative of this and it didn’t take long for a response. They took the alcohol mistake very seriously and assured us this wouldn’t happen to anyone else. They fixed the door straight away. After all this we really were able to enjoy the hotel a lot more. It’s a nice hotel but lacks resort activities that are included in the price. The spa is facilities are not included either which is a shame. Nevertheless it is well situated and the very nice. The breakfast is excellent. We strongly recommend going to the beach club restaurant/bar for the fire pit and for lunch/drinks. We would go back again as we are sure our early experience was not a common occurrence.