Sheraton Cascais Resort — Hotel in Cascais

We got problems booking an airport transfer for 1 person who finally took a taxi when she was not picked-up on arrival. Then she got to wait for hours to check-in even though I requested an early check-in for our room.

Her name was not included on the booking although I sent all our personal details to the reservations department.

We got a Superior 2 Bedroom Suite Garden View, room 105(4 adults + 3 children).

Although it was spacious enough, the furniture was dated and there was stains in walls and on the carpet in the hall. There was mould in the bath tab and the shower rope liked. There were mark on the tables and the bed sofas were frayed.

The cleaning services was not in the level of a 4-5* hotel.

There were no "change my bed sheets" card nor enough shower gel for the seven of us. They changed the pillow cases everyday but not the sheets. We had to remember them several times to leave us shower gel and we got a bed fixed at 23:00hrs because they forgot to change the sheets when I requested it at 15:00hrs.

The door cards kept demagnetising and we had to change them several times.

The restaurant is nicely decorated.

The cutlery is of the size for children. This was curious because in the kitchen in our room we had fantastic WMF cutlery. I wonder who chose to hide them in there and use the tiny ones in the restaurant.

The quality of the food is not up to the level of a 4-5* stars.

I could identify left over food from the previous day rearranged as salads or cold dishes the day after. And if kids from 4 to 11 years old refuse to eat pasta and Bolognese, you can tell how bad the food was. The best product was the fruit.

The bar by the pool is also average.

On our first day, we ordered fries and we got some nice crunchy fries with tones of salt. A piña colada that was a pre-mixed beverage.

The area is windy and the cutlery and the paper service kept flying away.

We were 10 in total and we had problems to be sited together during breakfast.

A 4-5* hotel should be aware of the big groups and be able to pre-book a table for them even though is not a policy of their breakfast service. A nice lady named Sofia helped us and we agreed on a fixed time for breakfast and see arranged a table for us. The day she was off the table was not ready when we came to breakfast.

They did not have gluten free bread. After 5 days at the hotel I discovered they could prepare a cafe latte what none of the staff has offered us before.

The service was slow and we had to ask for things twice or three times.

The Kid's Club staff consists of 1 person and the facilities are some plastic chairs and tables in the middle of the garden and a wooden house with a slide where children need to be accompanied by an adult. The person in charge can only entertain 10 kids at a time. So, many of the kids cannot participate in the activities.

We booked a transfer to the airport for four of us (2 adults + 2 children).

It was difficult to do it because I had to repeat my room number 5 times to the young lady at the reception. She took my mobile phone number and promised to call back to confirm that it was booked but I never got a call so I had to go to the reception to double check.

The transfer arrived on time and the driver was very professional and helpful.

Unfortunately, my little girl got sick when we were almost at the airport.

The driver was very worry for the car because he had other transfers booked.

We helped each other out cleaning the car the best we could.

I wanted to give him a tip for the inconvenience but he did not accept it. What I completely understand. He informed me that I will have to pay for the cleaning service what I also found reasonable. I asked him if I could pay with my card, but that was not possible. I had to pay in cash and with no receipt. I did not want to miss my flight so I asked him how much the cleaning will cost, and I almost fainted when he saw 120€. So, a transfer that costed 80€ ended costing 200€.

To say something positive about the hotel:

The location of the hotel is fantastic.

The entrance, the reception, the pool and the surroundings are beautiful.

The quality of the towels, bathrobes, and sheets is very good. The size of the suite was good too.

The staff was correct and helpful but lucked on experience.

I would like to thank Sergio, Jessica, Dina & Sofia specially for...

A quite new resort (opened in 2016 I believe) but that is both good and bad. On the positive side the resort look smashing good; nice decor, rooms are beautiful and everything looks fresh and clean. Our room was huge and well equipped with a small kitchen so staying with a 2 year old was great.

On the backside the resort have some obvious challenges typical for a brand new resort and hopefully the hotel can overcome these with the right management attention. Most of the staff was very friendly and seemed to do their best at work. However there is a lack of good coordination to utilize the resources in a better way. This was observed at all parts of the hotel but in particular in the restaurant and at the pool this became a problem. Typical example is several guests/tables waiting for attendance while employees are observed doing less important tasks. Also we had to ask for things like coffee or a drink two or three times before we actually got it at several occasions and it took normally quite long time anyway to get our food and drinks. The quality and selection of food was ok (but not more considering the cost) but staff efficiency and professionalism need to be improved for this to be a five star Sheraton resort.

Also we where surprised to several times see a loose dog walking around in the restaurant. Both ourselves and other guests made the staff aware of this but no one seemed to have a clue how to handle this and the dog was for 15-20 minutes each time walking around the tables in the restaurant. Apparently it was a dog from the nearby racetrack and it had obviously been there several times before. This is off course a completely unacceptable situation that need to be resolved immediately when happen. It is not ok to have a loose large dog with an unknown temper, walking around among guests and small children, while the waitresses just walk around as nothing. When something like this occurs please solve it right away and make sure it never happens again.

Regards the facilities there are room for improvement as well. For a resort this size with no beach and aiming for family guest, I expected much better pool area. The pool they have was nice but overcrowded and the water was disgusting in the afternoon. The resort should have more pool areas, ideally different areas for small children, older children and adults, and the cleaning system need to be scaled to the actual amount of people using the facilities.

The Kids Club advertised with was just a joke. There is no club nor any employees, just a space in the garden with a minimum equipped playground. I believe a handful of 4-5 year old could find it interesting for some few hours, but older and younger kids have no other options than the pool. The resort have plenty of space so it should be easy to develop an attractive actual Kids Club. Look at how other Starwood resort in Europe have done this.

With regards dining options there is only one choice except the pool bar. The restaurant only seats 100 people and that is not sufficient for this place. At peak hours for dinner and breakfast there is huge waiting lines. The resort should have at least one more, ideally two more restaurants and a club lounge for SPG platinum and club guests.

One huge disappointment was the in-room dining option. Taking into consideration the lack of space in the restaurant and that outside restaurants are only in driving distance, I assume many guests would prefer to dine in the room. The room service menu however offer no main courses, only a small selection of small starters, salads, sandwiches and desserts.

One last suggestion would be to open a small convenience store either inside or just outside the resort. As most rooms seem to have kitchen/kitchenette this would give option to fill the fridge, and I assume other guest like me would not hesitate to pay a premium Sheraton price for these groceries to avoid looking for a store in downtown.

The resort have a very good potential but at the moment it is not up to the standard expected by a Sheraton resort. A major management attention and turnaround is needed to take this up to the level...

Me and my husband, we stayed for one night at Sheraton Cascais Resort, for our BABYMOON, before being parents for the second time.

Overall, the hotel has an amazing setting, with beautiful indoor spaces and marvelous gardens/swimming pool area.

The reception and breakfast staff were nice. However, there were four very unpleasant circumstances that I believe should not happen on a five star hotel.

Firstly, when we arrived at the pool area, the guy responsible for cooking in the bar was cursing very louder while speaking with the colleagues. We asked for some beverages and snacks, and while being served by one colleague, we had to keep listening to him cursing and speaking unpleasant expressions. There were several children around.

Secondly, while using the swimming pool female restrooms/showers, the light kept turning off automatically. The shower baht had no movement sensor or natural light, so I found myself showering in the dark! I had to come out for two times, interrupting the shower, wrapped up in the towel, to make the lights go on. Very unpleasant...

Thirdly, after that shower one woman and a man entered the female restroom/shower bath area for maintenance purposes while I was finishing preparing myself. The guy entered only in the common female lobby but since the woman entered too and handled all the tasks by herself, I saw no reason for him to invade female privacy only to keep talking to her! If the common female area is that ''un-private'', then they should be unisex bathhouses....

Fourthly, and most serious of situations. On the morning of the check-out day, for two times, a woman for the cleaning staff entered our room without warning. For the first time, at about 9h30 a.m., we were preparing ourselves for breakfast when we heard someone knocking on the door and entering without giving us time to react or reply. But the second time was really really unpleasant: at about 11p.m., again a lady from the cleaning staff entered the room, this time without any kind of notice/knocking on the door, unfortunately finding me and my husband in very very private moments. It was most unexpected and inappropriate. Even more so, since it was the morning of check-out. In every other hotel, the cleaning service on the check-out day is only done after the room is left clear by the previous guests, for the obvious reason of preparing it to the next ones. So we never thought of being interrupted for one time, and we even more upset for the situation to repeat itself, and with more serious consequences for us in terms of privacy invasion. So we ask: what was the purpose of the cleaning staff if we happened to be outside the room? Was it to clean the room with our stuff still spread in there? Would that be the only cleaning service provided to the room before the next guest should arrive?

This last situations was reported at check-out but only a small apologize was replied, no further interest was demonstrated to investigate the causes for the situation in order to further solve it....

Well, we really overall enjoyed the hotel and most of the staff seemed to know how to be courteous to the guests and behave appropriately. It was a pity for this four situations to occur, otherwise it would have been an...