Luna Hotel da Oura

We have been coming to Luna Hotel da Oura for the last seven years and have always enjoyed our stays, which is why it is particularly disappointing to see the standard of the facilities and service decline over the last couple of years. During our stay last year, the steam room/sauna was out of order. We were told at the time that it would be repaired soon. Unfortunately, we have returned a year later and it is still out of order. If facilities are going to remain unavailable for such a long period, it would be helpful and more transparent if guests were informed before booking. This would at least give customers the option to choose alternative accommodation. We also booked four pool-view rooms, but one of the rooms was allocated on the roadside rather than the pool side. Another room had a toilet pan that had not been properly fixed. We also encountered a leaking air-conditioning unit. Overall, the maintenance of the hotel facilities does not appear to be receiving the attention it should. For returning guests, this is particularly disappointing because we have seen the difference compared with previous years. We raised our concerns with reception, but unfortunately we did not feel that they understood or appreciated the issues from a guest’s perspective. There also appears to be a lack of a proper customer relations service where ongoing complaints can be discussed and addressed. After seven years of returning to Luna Hotel da Oura, it is disappointing to say that we are now considering staying elsewhere next year. We hope the management takes these comments seriously and invests in properly maintaining the facilities and improving communication with returning guests.