Iberostar Selection Lagos Algarve

We enjoyed our stay in this Hotel very much, the staff were very professional and friendly, the hotel and rooms were spotless and the facilities were as you would expect from a 5 star Hotel would very highly recommend.

Nothing

The staff were amazing, the view was stunning, room was very comfortable and the breakfast buffet was excellent. I have nothing bad to say about this hotel! Can’t wait to go back.

Nothing, everything was fantastic.

Our stay was marked by significant reductions in services that were advertised as part of the hotel’s family offering. From early November, children’s entertainment, activities, lunch service and pool facilities were either scaled back or not operating in the way promoted at the time of booking. None of this was clearly communicated in advance, meaning we were unable to make an informed decision before travelling. What has been most frustrating, however, is Iberostar’s response to the complaint, which has now dragged out for over 3 months. Rather than acknowledging that services were materially reduced, their correspondence attempts to reframe the situation as “seasonal adjustments” and suggests this is acceptable based on general wording. That does not reflect the reality of what we experienced. Service levels during the stay were also poor. Staff were consistently inattentive; we regularly had to chase to place food and drink orders, have tables cleared, or receive basic service, even when the hotel was visibly quiet. Dining was particularly frustrating, with repeated discussions required simply to secure suitable meals for our child (as their reduced menu didn’t cater for children). This is not the level of service expected from a hotel positioned as a premium family resort. Overall, the experience and the defensive handling of the complaint has left us with no confidence in the brand. We would not return.

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