Angra Marina Hotel

Spectacular view, tranquility, and friendly service.

Uma experiência muito boa. A repetir.

Empregados simpáticos e prestáveis, Hotel de boa qualidade e bom pequeno almoço

Pros: good location, great views, above average included breakfast, functioning wifi Cons: aging infrastructure, particularly HVAC (air conditioning), inconvenient garage features will have you prefer to resort to limited street parking, Inconsistent staff, some attentive, others lacking problem resolution and basic customer service skills. Air conditioning broke on first night and was reported to concierge in the morning. We notified that we were about to leave for sight seeing for several hours and that it would be a great opportunity to have it fixed while we were absent. Apparently, despite this verbal interaction with the concierge, the "do not disturb" sign we had left on in the room was blamed for the reason why the technician could not go in the room to try to fix the reported broken AC, and since maintenance was already gone for the day, we would be sleeping in a hot room as result. Unacceptable. So we requested a new room, and were initially told they couldn't accomodate because hotel was full. I then noticed several keys set aside for yet to be checked in guests, and it was unfortunate that I had to remind staff that PRESENT guest have priority over NOT YET guests. Luckily, these customer service basics that I had to point out resonated with the staff member of the afternoon shift, and she proceeded to get management involved and got us another room. We appreciate her very much and hope management recognizes her for her excellence.

No customer service. No one gives you a solution no one answer your complaints. The phone listed on the webpage does not work and after several trials, I found out that the fax number is the main number. No refunds even if you lost your flight. No empathy no solution. Please don't contact them towards email. Go to another prestigious or at least reliable hotel, no wonder why this hotel has below 4.0/5 points. Portugal is spectacular had great experiences in Lisbon, not the same in Terceira Island. Complained never responded. ******* also is the worst service. Wont recommend this hotel if you need to contact them at all. Complained to Livro de reclamacoes and still no response.

During our recent trip to Terceira, we chose the Angra Marina Hotel, which at the time was the only hotel actively advertising itself as a 5 star lodging. The website photos appeared promising and matched what was being offered. Unfortunately, our actual experience was far from what we expected. Upon arrival, we were met with a discouraging start. Only one staff member was present at reception, engaged in a phone call for over 40 minutes. Despite three guests waiting, there was no acknowledgment of our presence, no welcome gesture, and no attempt to call for assistance. The condition of the rooms further compounded our disappointment. They were dirty, poorly maintained, and one of the rooms had a strong, unpleasant musty odor. Upon requesting a room change due to the smell, we were told it was not possible—even though the hotel was far from full. The best the staff could offer was to remove the offending chair, which they simply placed on the terrace. Breakfast the following morning was similarly substandard. The buffet offered no fresh items; pastries and baked goods were clearly pre-packaged and not freshly opened. The eggs were cold, with broken yolks and dirty trays, and the orange juice was from a carton, not freshly squeezed. When I raised concerns with reception, I received an astonishingly unprofessional response: “If you don’t like the eggs, we recommend you don’t eat them.” Later that day, we returned to find the removed chair still sitting outside and no replacement provided. One of the beds was damp and smelled of bleach. When I contacted reception again, the same staff member came to inspect the issue. Shockingly, she climbed onto the bed to sniff it herself, seemingly to determine whether I was being truthful. Only after this bizarre interaction did they agree to change the bedding. The hotel overall is in a serious state of neglect: cracked walls, rusted pipes, limescale-covered bathroom fixtures, torn or stained wallpaper, outdated televisions with non-functional remotes, and a general lack of cleanliness throughout the rooms and bathrooms. I don’t usually take photos of the places I review, but in this case, I made an exception. I took numerous pictures to ensure that readers can judge the conditions for themselves and so the hotel cannot dismiss my comments as untrue. The evidence speaks for itself.