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This property has got all of the necessary elements to be great but fails in spite of itself. The staff are friendly but inefficient. There is no direct service to the rooftop pool, the only outside pool which fails to meet basic service. The restaurant food was good but the service was not. It simply did not compare to their sister hotel by the lava pools. The service and food were outstanding there. Our room was not cleaned until 3.15pm on 2 days of our stay and then suddenly at 9.30am on another. These are little problems, but the problem this hotel has are the customer ratings. Being #13 on the whole island of Madeira will attract seasoned travellers. Like myself, they will be disappointed. As I stated, this hotel should and could be very good but it would need better operational management. I wish them well.

Clean room, nice garden view, very good breakfast

This location was beautiful. Staff amazing! Breakfast buffet the best, I’ve ever had. The lobby and surrounding grounds amazing. Great room! Highly recommend.

We really enjoyed staying at this hotel - quiet peaceful setting in beautiful gardens. Would definitely return.

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.

Amazing hotel and staff! Very clean and lovely rooftop bar and pool - front desk gave many great recommendations, from hikes to restaurants. Would absolutely stay again! Recommended a parking lot 5 minute walk away that’s only €4.50 per day, so was easy to have a rental car.

Excellent hotel, highly recommend!

We had a wonderful stay and would absolutely recommend this hotel to anyone visiting Madeira. It had everything our family needed for a comfortable and relaxing trip—from the well-equipped kitchenette and espresso machine to the thoughtful touch of a collapsible drying rack for swimsuits and towels. The staff were exceptionally kind, welcoming, and always eager to help. The hotel itself was spotless, and it was clear that cleanliness and guest comfort are top priorities. Breakfast was outstanding, with a great selection of fresh, delicious options. We truly enjoyed our stay and will definitely be booking here again on our next visit!