The big problem with this resort is the quality of the service which is the worst I’ve come across in an all-inclusive resort-let alone a 5* Hyatt. It’s bad enough to stop us using a Hyatt again, despite our use of them in the past. In brief “nothing works” and no one knows what to do. Baggage took 3.5 hrs to arrive at our room after check in. Housekeeping woke us up at 7.30 on our first morning. Despite repeated attempts we never could change our pool towels or get them replaced. Housekeeping could occur anytime in the day between 07.40 and 18.00.. The wrong dishes/drinks were often brought to us in restaurants. Staff were nice but didn’t know what to do. Management in all areas was non-existent.

miserable experience, mainly due to food. regarding a la carte restaurants, the waiting time was shockingly long and the portions were too scarce to feed an adult man. the main restaurant offered poor choice, especially at breakfasts: lack of different options, and those which were there stayed the same whole week.

It’s a lovely resort with excellent facilities, but there were aspects of our stay that didn’t live up to expectations. We were staying in a Preferred Club townhouse. A really nice property, but barely any wi-fi which caused some problems. Ok, we’re on holiday but you should expect decent wi-fi. There were also some service issues. The staff were all working hard and they were always friendly, but they were understaffed in parts of the resort which meant slow service. Contrast that with the à la carte restaurants where we were rushed through in no time. You barely had any time to finish a course before the next one arrived! My wife had someone clicking their fingers at them to encourage her to speed up! That’s unacceptable. It’s a shame as the resort has all the ingredients to be a truly 5 star resort. The location is great, the facilities impressive and the food and drink overall was very good. Hopefully Hyatt will invest and deal with some of these issues. It’s the details that matter.

Newly renovated hotel trying to improve but still some way from being a 5 star experience. Clear staffing challenges with cleaning and catering staff in particular very new and under trained resulting in a poor standard of service. We had ants in our room which was resolved but also had to leave instructions on how to clean room - basic things like cleaning sink, replacing cups, sugar, milk, cleaning toilet were not done to standard. The rooms themselves are comfortable and entertainment/ facilities including pool and gym are well maintained. However not enough sun-beds for pool and private beach mean often you are stranded in the sun as there is no ‘do not leave your towel to reserve the sun-bed’ policy enforced. You have to pay €10 a day for parking which is ridiculous meaning many guests park free on the road and have to walk up and down a hill to get to accommodation. There is also €20 service charge for room service and no option to pick up from restaurants. Restaurant food is average but expensive for quality of cuisine. Have to also pay for use of spa and indoor pool. Grocery store and some limited shopping available by marina. Resort is 30 mins from Funchal so don’t stay here unless you are renting a car. Okay value for money given prices of hotels in Funchal for comparison. Has potential to be a lot better than it is, next time I’d pay more for a better resort in Funchal where you aren’t charged for every small thing and also have more food and entertainment near by.

Room didn’t feel clean, hair on the ground, dirty around the bed. No towels in the room. Light bulbs not working. I felt like staff were overworked and couldn’t keep up.