Pine Cliffs Ocean Suites, Algarve

I have never given a hotel review before but feel compelled based on the experience we had. We (myself, my wife and 3 children) stayed at Pine cliffs for 10 nights last August (‘24). On our 2nd day, my 10 year old son attended the on-site hotel ‘football academy’ operated in partnership with Estima sports. My son was put in goal against 15 & 16 year old boys, where powerful shots were being hit against him. His arm was broken within 5 mins. The operator of the academy (Ben Beaumont) admitted in writing that a mistake was made and that their processes would be reviewed as a result. This resulted in many trips to the Drs and hospital including x rays and plaster casts. My son was devastated and had to spend his whole holiday in pain and not allowed to go into the water or theme parks etc. When I raised this to the hotel, they immediately try to cover up the issue by saying that it wasn’t their responsibility and that it was done whilst other children the same ages were playing with him - despite me showing them the written evidence from the coach. When I spoke to the duty manager of the hotel he advised that the hotel was going to cover the costs of the injury. Despite multiple formal letters sent to the hotel since our stay we have not been reimbursed ANY monies - in fact they have tried to drown us in unnecessary paperwork. The only compensation we received was one free drink of lemonade and Fanta whilst on the holiday. There are other matters to point out about the hotel for which I raised a formal complaint about in writing - again none of which were accepted by the hotel. There were, at no point during our stay, no lifeguards or staff monitoring any of the outdoor pools at Pinecliffs. There were children climbing off the structures of the buildings and jumping dangerously into the pools with no one checking this at any time. This is another example of the hotels poor attitude towards children’s safety and well-being. To reach the beach there was a strenuous and difficult walk of several hundred metres (filled with splinters from the wood) both ways which my elderly parents could not make. This was the only way the to beach. This access issue should be well advertised in the hotel particulars. Again, this is another example of the hotels sub-standard approach to guest well-being overall. Not at any point over the stay at Pinecliffs were any of my calls from my room to reception, guest services or room services answered. It was like there was just no one answering the phones at any time of the day, everyday. Every time I needed something I had to walk 10 minutes to the hotel reception. I informed the duty manager of this. This is another example of the hotels poor customer service. The hotel shuttle either never arrived or was always too full causing me and my injured son to walk sometimes 20 minutes in 30+ degree heat to get to dinner / lunch. I informed the duty manager and receptions of this multiple times. All restaurants, beach beds, pool beds and activities were severely over-booked and we could never get bookings anywhere. The only time I could play golf was during the lunchtime slot 12-3pm where it was so hot I had to stop the round half way through. Most of the time, my son could not even get a sun lounger during the day as they were all taken / reserved by peoples towels. I also informed the hotel duty manager and all of the above feedback to multiple staff, including Paolo at the reception. Since I have left the hotel, I was also overcharged £1,300 which was not returned to me for several weeks despite my many chasers.

I was drawn to this hotel by the glowing reviews and kind words about the staff, which led me to believe it would be a luxurious, 5-star experience. Unfortunately, from the moment we arrived, that expectation was completely unmet. There was no assistance with our luggage upon arrival—we had to struggle over uneven ground with our bags. At reception, we were greeted by an unfriendly staff member, which set the tone for our entire stay. The general demeanor of the staff at the front desk and over the phone was cold and unwelcoming, as if every request was a burden. There was no warm greeting, no welcome drink, and not even a kind word. I wanted to stay in the main building and was confused when I noticed our room was at the furthest point from the main building as possible (over 30 minute walk) I asked to change rooms. The receptionist didn’t make any effort to accommodate this request—he simply said no without checking availability. Our room was spacious, but it clearly hadn’t been properly cleaned. There was trash left under the sink, and visible marks on the furniture. Initially, we noticed a few ants, which didn’t seem like a big deal. But when we returned from lunch, the apartment was crawling with them, marching in lines across all rooms. After some searching, we discovered food and sweets left behind in the cupboards—more evidence the room hadn’t been cleaned thoroughly. Despite multiple calls to reception requesting help, no one ever came. Housekeeping continued with their usual rounds, completely ignoring the ant infestation. When I again asked to change rooms, the receptionist placed me on hold and then refused to accept any further calls from our room phone that day. Beyond our room issues, several general shortcomings made the stay underwhelming. One of the reasons we chose this hotel was the variety of activities it offered. However, there was no one available on-site to help us book them. Staff kept directing us to an app, which wasn’t functional for making reservations. We eventually managed to book some activities in person, but availability was poor—particularly at the tennis academy, which was fully booked for our entire stay. We also discovered other activities like a driving range only by accident, as no one proactively informed us of what was available. While the restaurant and shuttle staff were generally friendly, even this didn’t feel like 5-star service. For instance, when I arrived with several bags and a large suitcase, the shuttle driver made no move to assist me. I had to ask multiple times just to figure out where my room was, and even then I had to request help with my luggage—help that wasn’t readily offered. The food at the resort was also a disappointment. Portions were very small for the price, and overall quality was mediocre. While they did accommodate gluten intolerances at most restaurants, dishes like a full English breakfast or a protein bowl were sparse and beyond expensive for what you got. As for the resort’s amenities, most sun loungers were basic, non-cushioned plastic ones—the kind you’d expect at a 3-star resort. Only one pool had cushioned loungers, and even the beach had the same uncomfortable beds. There were no cabanas or luxury-style double loungers, which you’d expect from a high-end resort. Overall, this resort is far from a 5-star experience. It’s overpriced, underdelivers in almost every category, and the hospitality is seriously lacking. I wouldn’t recommend staying here.

This resort is far from the 5-star experience it claims to offer. The staff throughout are generally unhelpful and appear unhappy to be there. Our room had a persistent ant problem that was never properly addressed, despite asking multiple times each day. When we raised the issue at reception, we were told that ants in the rooms were "normal" — which was baffling. Dining across the resort was a disappointment: the restaurants are overpriced, serve very small portions, and the food itself ranges from average to poor in taste. There are no warm pools available — something you'd reasonably expect at a resort of this supposed caliber. Most of the sun loungers are basic, uncomfortable blue plastic ones. Only one pool had cushioned loungers, which felt like a tease more than a feature. Service across the resort is lacking. There’s no clear guidance on activities, no one proactively offering help or information. You have to track down each booking location yourself, only to find that most activities are already fully booked. And almost everything is an added cost — for example, an hour of padel tennis for two people was €60. The layout of the resort is inconvenient. It takes around 30 minutes on foot (without kids in tow) to walk from the residences to the beach or hotel lift, due to the golf course layout. The gym is stuffy, dated, and poorly equipped — a single cramped room without much thought to design or extra features you’d expect from a 5-star property. We were especially disappointed with the spa. After hearing such glowing reviews, we were excited to book treatments, only to be met with cold, dismissive staff at the spa reception. When we asked for a treatment menu, we were told bluntly, “No,” and told to look it up online ourselves — no guidance or warmth whatsoever. This unhelpful and unfriendly attitude was present throughout the resort, including at check-in. While we did get an early check-in (which we appreciated), it was delivered in such a negative, begrudging manner by the receptionist that it completely tainted the interaction. Every request felt like an inconvenience to the staff. In short, we wouldn’t recommend this resort. If you’re looking for an overpriced, underwhelming stay with poor service, average food, and few comforts, this might be for you. But for us, it felt like we paid a 5-star price for a 3-star experience — and we’re leaving feeling more disappointed than relaxed.

A lovely resort with many other guests returning visitors. Very clean and well maintained everywhere. Some of the on-site restaurant can be overpriced. I would avoid the Italian one. Internet poor, could not get signal in our rooms. Golf club house excellent.

Had lunch with friends who were staying at the resort. We live in Portugal . Raw burger returned twice, cold second burger, menu that's misleading and overrated. slow service and disinterested management. won't be recommending it any time soon. Iain h