Pine Cliffs Ocean Suites, a Luxury Collection Resort & Spa, Algarve

The property boasts comfortable, spacious suites with complete amenities and beautiful ocean views. Guests praise the friendly staff, superb breakfast buffet, and convenient location near the beach. Daily cleaning is appreciated.

From the moment of check-in, when we were met by staff who acted as though they were doing us a favour by letting us into our apartment for which we’d paid 600 GBP a night, to the moment of check-out where no one would come to help with our bags knowing we had a baby and we had to wait 30 mins to check out, we had a really poor experience. Check-in and check-out process: Slow and the staff act like they’ve come out of the Devil wears Prada movie, they were haughty and whispered the whole time. They all seemed confused about where various facilities were and just take the map and follow the guide. We arrived at 3pm and they made us wait outside with the baby until 4, similarly refused any request for late checkout even though I expected better as a Marriott Gold Elite member. Honestly rubbish experience for a five star. Breakfast: Not sure if the hotel has a better one but the one for ocean suites was like a motel breakfast, the only saving grace being the usher who was a nice lady. Guest services: No one answered the phone 9 out of 10 times we called, either for amenities or housekeeping. Once we asked for an extra dishwasher tablet and the lady at guest services refused to give us one saying we should’ve received the one tablet at check-in and should somehow have managed with one dishwasher cycle wash during our entire 4 day stay. I explained that we had baby bottles to wash and she said that doesn’t matter given their policy and then shockingly just hung up. I don’t think I’ve ever been this shocked and upset at a staff behaviour in my entire life. Food: Avoid eating at any restaurant inside the resort, they’re all expensive which would’ve been fine but of such poor quality given the price. Everyone was just going outside to eat, what a shame given you’re paying for a resort experience. Children’s play area: This was really sad, it was a playground outside which basically was always empty given its super hot and sunny during the summer. I tried accessing the airconditioned play area indoors but the staff didn’t even let me in, speaking to me by the door saying I need to book a play session where I’d need to leave my baby with their staff. I said sure, when can I do that, and she went oh they’re all booked for the next 3 days. I asked if I could just play with my little one in the completely empty area in front of me and pay a fee for doing so, and she refused without being able to explain why. I left with a sad little one who’d made the trek in the sun hoping to get some play time. For the amount I paid, this is honestly the worst hotel experience I’ve had in my life. We had just come from the W Algarve and it was a million times better in comparison. Just avoid this place.

Disappointing experience — this is not a true luxury property. Guest relations are unresponsive and unhelpful, even when contacted during the stay. Deceptive pricing practices, including hidden gratuities and charges not clearly disclosed. Poor service culture throughout the resort, with staff poorly trained in handling elite status or guest concerns. Definitely not worth the price or reputation.