Penha Longa Resort

Tranquil surroundings: This accommodation is praised for its tranquil surroundings, stunning views, and luxurious atmosphere, making it an ideal choice for relaxation.

We have stayed at this hotel many times over the years and have always appreciated its excellent location and overall ambiance. Despite occasional minor issues with the management, we chose to overlook them because we genuinely enjoyed coming back. Unfortunately, our most recent stay from July 4 to July 8, 2024, was deeply disappointing and has left us with serious concerns about guest security and the hotel's response to problems. After returning from a vacation in the United States, our family checked in with four suitcases containing personal belongings and new purchases. On the second day, I noticed the top part of my Chanel bikini was missing. I initially assumed it might have been misplaced among our things, so I used another swimsuit instead. However, on the second-to-last day, I wore my black Chanel knit dress, which I folded and placed on top of my packed luggage later that evening. The next day, I closed the suitcases without thinking anything was wrong. Upon arriving home and unpacking, I discovered that not only was the bikini top missing, but the Chanel dress had also disappeared. The bikini bottoms remained, suggesting that these two items were deliberately taken from our room. I called the hotel multiple times over the following three days and tried to speak with both the manager and security. Initially, I was told that the room was occupied and then later informed that nothing had been found. In the end, I received no assistance, no follow-up, and no resolution. Our room was serviced during the stay by two women: one with glasses who spoke Portuguese, and another colleague — a dark-skinned woman with wavy hair. I mention this in hopes that the hotel might conduct a proper internal investigation. This experience has seriously affected our trust in a place we once considered a reliable destination. We hope the hotel management reflects on this matter and takes concrete steps to improve guest safety, staff accountability, and responsiveness to serious concerns.