Reserva Alecrim EcoSuite & Glamping

A very frustrating and disappointing experience so far. Having arrived for check in, and despite having checked in online, we were quite a while in reception before being advised of our accommodation. As a family of 5 we were forced to book 2 units. Upon arrival at unit 1, we noted that there was a guest car already parked outside and some clothing on the sun deck. It was clear the unit was occupied. We then returned to reception - initially the staff did not believe my wife and thought we had gone to the wrong unit. The staff member then came with us - and it was clear that the unit was double booked to them. At that point we gave the staff some time to investigate and went to the second unit to unpack some of our older children’s belongings. This second unit would easily have occupied all the family as there was a pull out bed, 2 bunks and a master bedroom. Our first reaction was to ask if we could take the single unit and be refunded for the second…. Upon contact from reception we were advised of a new unit to replace the double booked accommodation. The receptionist advised us they could not process any refunds. We were then issued with a key to the replacement accommodation. As I tried to open the sliding door, the lock was unreliable and felt very loose and I could not open the door. We were now on the site for over and hour and still had not been able to access the accommodation. We phoned reception again. The receptionist then came to the unit and struggled to open the door. I was unhappy with the idea of having to struggle with the door each time we were to enter or leave the accommodation. I then asked if I could close the door - the door would not budge at all. At this point I asked to speak to the manager. We were advised they were not on site. We then left it in the receptionists hands to contact us with our options. We returned to our other unit to allow our children to head to the pool and try and get some enjoyment out of the day after a long journey. As I type this, we have been on site for 2 hours and we have had no further information as to where we might be sleeping tonight. I wholly expect a refund and some sort of compensation for the inconvenience, stress and wasted time.

We had a lovely stay at Reserva Alecrim, the accommodation is really lovely and well equipped. We were very kindly upgraded due to their being a maintenance issue in our booked accommodation. However, one thing that we were not aware of, was that the Pizza restaurant was not open at all, and the other restaurant had a very limited menu (3 main meals) and some of the stuff they actually didn't even have. So if you are going in winter - I would recommend bringing provisions and not relying on any of the restaurants there.