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“Beware of the room service!!”

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Sheraton Cascais Resort
Ranked #12 of 39 Hotels in Cascais
Reviewed 30 September 2017

This is not a Sheraton as you would find in USA. It is a lovely location albeit remote if you don't have a car. The staff are very helpful and seem genuinely to want to help and go the extra mile. Room was large and well appointed. Restaurants and food is not good.

Buffet breakfast - hot dishes are at best slightly warm. There are two restaurants, one which is the bar and which doubles up as a sort of sushi place. Expensive and lacking in atmosphere. The main restaurant has a fairly restricted choice.

First night we had room service as we wanted something simple and basic. Burgers were ordered. They arrived virtually uncooked - closer to raw than rare - and cold. We didn't say anything. A couple of days later we tried again. The burger was fine (I asked for a hot plate), the cheese and ham toastie was cold and comprised a slice of processed cheese and a wafer thin slice of ham. This time we brought it to the hotel's attention. They recognised the problem, apologised, and sent a 200ml bottle of Port to the room in recognition of the problem. They refused to remove the charges for the inedible meals claiming the apology was sufficient.

If we didn't want to eat, we would definitely go back. As it is, the issues with the catering let this place down immensely.

Room Tip: Ask for a garden room. 13-16 get afternoon sun
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  • Stayed: September 2017, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Thank Andrew M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_SheratonCascais, Gestor de Relações com o Cliente at Sheraton Cascais Resort, responded to this reviewResponded 3 October 2017

Dear Sheraton Cascais Resort Guest,

We would like to thank you for choosing Sheraton Cascais Resort for your stay in the fabulous village of Cascais and also for the time spent sharing your experience, it means a lot to us.
We are indeed very concerned to learn of your disappointment with some aspects of your stay and I would like to sincerely apologize for the shortcomings you mentioned.
Your comments have been duly analyzed and discussed with the Management Team in order to duly address the items you referred, so we can be sure that same will not reoccur in the future.
May we take this opportunity to sincerely thank you for your feedback as it is mainly through our guest’s input that we can improve our standards of service and we are grateful for your contribution.

Kind Regards,
Guest Services Department,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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12 - 16 of 833 reviews

Reviewed 28 September 2017

great staff, well equipped suit, lovely pool and pool area - lack of interior public space - good spa
restaurant inconsistent, with some excellent meals, some no more than average good breakfast buffet

  • Stayed: September 2017, travelled with family
    • Value
    • Cleanliness
    • Service
Thank chrisKenley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_SheratonCascais, Gestor de Relações com o Cliente at Sheraton Cascais Resort, responded to this reviewResponded 3 October 2017

Dear Sheraton Cascais Resort Guest,

I would like to thank you for choosing Sheraton Cascais Resort for your stay in the fabulous village of Cascais and also for the time spent sharing your experience, it means a lot to us!

Everyday we work with a main goal: the satisfaction of our customers and it is quite satisfying to know that we are succeeding in our tasks.

In the name of Sheraton Cascais Resort Team, we thank you for your comment and hope to welcome you soon to another great experience!

Kind Regards,

Guest Service Department

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 September 2017

The hotel is gorgeous and the location is perfect. But what stands out in this hotel is the staff. I have stayed in many hotels for business and holidays throughout the years, and BY FAR this hotel has the best customer service I have seen, from the bellboys, to front office, spa and pool bar. Keep up the excellent work!

  • Stayed: September 2017, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Thank CarolinaDC_London
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_SheratonCascais, Gestor de Relações com o Cliente at Sheraton Cascais Resort, responded to this reviewResponded 3 October 2017

Dear Sheraton Cascais Resort Guest,

I would like to thank you for choosing Sheraton Cascais Resort for your stay in the fabulous village of Cascais and also for the time spent sharing your experience, it means a lot to us!

Everyday we work with a main goal: the satisfaction of our customers and it is quite satisfying to know that we are succeeding in our tasks.

In the name of Sheraton Cascais Resort Team, we thank you for your comment and hope to welcome you soon to another great experience!

Kind Regards,

Guest Service Department

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 September 2017

We arrived here, a party of 15 golfers, not always the most welcome but we are among the better or older end. The booking was arranged through Glencore golf holidays. We have golfed in this part for many years but not for the past 8 or years. Firstly the Cascais are has improved, this is possibly the richest part of Portugal, this hotel was new to me. We were picked up from the airport by the company bus, immediately there was a warm welcome from the driver. We arrived at the hotel 30 or so minutes later, there was an extremely warm welcome and very friendly, we all had suites which were well appointed, Kitchen, kettle, coffee machine, plenty of tea and coffee, free, the room was too big for me but ideal for a family. A well stocked bathroom with a bath and integral shower, plenty of clothing hanger space. The hotel sits in extensive gardens and the pool is large. The mattresses were so comfortable, one of the party took the name and is hoping to buy one un the UK.
We had breakfast a large dining room with an outside although for us is was a little cool, plenty of choice at the buffet table, omelettes available on request, one niggle the toaster took an age to brown the bread.
We had dinner in the hotel and it was good. The star act here was the staff, we can't speak highly enough of them from greeting us off the bus to putting us back on they were wonderful, pleasant and friendly.
This is one of my best hotel experiences and I speak for the rest of the party, I will be back.

Room Tip: Look for the sun in the afternoon
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  • Stayed: September 2017, travelled with friends
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank John J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_SheratonCascais, Gestor de Relações com o Cliente at Sheraton Cascais Resort, responded to this reviewResponded 3 October 2017

Dear Sheraton Cascais Resort Guest,

I would like to thank you for choosing Sheraton Cascais Resort for your stay in the fabulous village of Cascais and also for the time spent sharing your experience, it means a lot to us!

Everyday we work with a main goal: the satisfaction of our customers and it is quite satisfying to know that we are succeeding in our tasks.

In the name of Sheraton Cascais Resort Team, we thank you for your comment and hope to welcome you soon to another great experience!

Kind Regards,

Guest Service Department

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 September 2017

The Sheraton Cascais resort does not have a golf course attached like so many do in Portugal, but they try really hard to make a golfing trip a success, and they did with ours. We were a party of 11 players and from the moment the luxurious coach collected us from Lisbon airport, they didn't put a foot wrong. We were too early to check in and had a tee time waiting, but they took our luggage and it was in our rooms by the time we returned for the golf course. The transport they laid on to get us to golf courses and back was always punctual and the drivers were so friendly and knowledgeable, particularly Bruno Lopes, who was a great character. As I was the organiser, I got an amazing suite, truly sumptuous, but all the guys were delighted with their rooms and when things did go wrong, as they always do, like one of the guys had his room handle fall off, the staff were quick to remedy the situation.
I would certainly go back here, the whole experience was superb, although my golf was the worst element of the trip, but that was not their fault.,

Stayed: September 2017
1  Thank golfgolf1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_SheratonCascais, Gestor de Relações com o Cliente at Sheraton Cascais Resort, responded to this reviewResponded 3 October 2017

Dear Sheraton Cascais Resort Guest,

I would like to thank you for choosing Sheraton Cascais Resort for your stay in the fabulous village of Cascais and also for the time spent sharing your experience, it means a lot to us!

Everyday we work with a main goal: the satisfaction of our customers and it is quite satisfying to know that we are succeeding in our tasks.

In the name of Sheraton Cascais Resort Team, we thank you for your comment and hope to welcome you soon to another great experience!

Kind Regards,

Guest Service Department

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Sheraton Cascais Resort

Address: Rua das Palmeiras | Quinta da Marinha, Cascais 2750-005, Portugal (Formerly Vivamarinha Hotel & Suites)
Phone Number:
Region: Portugal > Central Portugal > Lisbon District > Cascais
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Family Hotel in Cascais
#8 Spa Hotel in Cascais
#10 Romantic Hotel in Cascais
#10 Business Hotel in Cascais
#11 Luxury Hotel in Cascais
Price Range: €86 - €221 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Sheraton Cascais Resort 5*
Number of rooms: 146
Official Description (provided by the hotel):
Sheraton Cascais Resort boasts an enviable location on Portugal's sweeping Atlantic coast, just 30 minutes from Lisbon and 2 kilometres from Guincho Beach. ... more   less 
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Also Known As:
Vivamarinha Hotel Cascais

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