Santa Cruz Village Hotel

One of the best places we've stayed in Madeira. We took a wrong turning and got a bit lost but it was okay once we got there. The underground parking was very convenient. The breakfast is good, the staff were very helpful and pleasant. Room was good.

All was good.

This is officially listed as a 4-star hotel, and yet the condition of the room is genuinely shocking. The worst part is that most of the damage clearly comes from a long-standing water leak that was never properly fixed. Brown, rust-colored staining runs down the wall around one of the electrical outlets, and the outlet itself is burnt and corroded — a serious fire and safety hazard from water meeting electricity. The wallpaper across multiple walls shows classic signs of moisture damage: dark blooming stains, discoloration spreading from the edges, and what looks like mold growing underneath. In the corner where the wall meets the baseboard, there is visible black mold built up over time. Instead of repairing the leak, stripping the wallpaper, and treating the mold, it appears the hotel simply left everything as it was and kept renting the room out. On top of the structural neglect, a live insect was crawling on the wall near the window frame — the kind typically associated with damp, moldy environments. The bathroom sink is broken and propped up by a makeshift metal leg, the countertop is cracked, and there is grime around the base of the toilet. The curtain has multiple holes torn through the fabric, the lampshades are filthy and rust-stained, and there is general dirt and neglect throughout the room. When we raised these issues at reception, the staff response was very inadequate. They did not offer to move us to a different room, proposed no meaningful immediate solution, and showed no real concern. We ended up checking out the same day and moving to a different hotel. Calling this a 4-star property is misleading. This is not a cleaning issue — it’s years of ignored structural damage, a genuine health hazard, a fire risk, and indifferent staff who don’t take guest complaints seriously enough. Strongly recommend staying somewhere else.

Very clean hotel. Comfortable and very quiet. We only stayed one night as we had late arrival flight but would certainly recommend this hotel. Young lady on reception was so friendly and helpful even at our arrival time close to 12.30am. And the young gentleman on reception was also very helpful the next morning. Breakfast was also very nice.

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Proximité de l aéroport Personnel très serviable