Cascais, Farol Design Hotel

Dear Farol manager/team,

We are disappointed with some level of service that does not qualify for 5 star hotel.

We were not informed the hotel is not suitable for the visitors with children on a day of order.

Each time we visit restaurant and order something for children we need to listen: " we are sorry, this is not in menu, I will talk to manager... And just an exception to the rule we will make you pancakes" . How come pancake can be an issue in 5 star hotel? I am not ordering national Japanese or Alaskan meals in Portugal!

You should understand, staying at 5 star hotel for 9 days and paying money is is extremely stupid to feel a problem maker, even being a customer. Each time we are forced to feel bad as we requested something you don't offer from very basic things.

Each time we are put in a position we should not be here.

Today I tried room service, cakes were gone ( even we saw it being served 10 min ago) how does it possible in 5 star hotel? Why should we care? As an option we ordered alternative cake and juice, it took about 40 min to call back with wording :" Apple juice is available, do you still want it?". If a call back takes 40 min, how long takes the delivery to the room? We canceled everything as speed was not acceptable.

Why do I need to serve myself in a 5 star hotel? Unfortunately room has no table to eat for kids, we are forced to go to your restaurant, but we are finger pointed we don't belong here with a kids as kids menu is not present( the wording ).

Friend of mine on Dec 30th asked for an expensive cigar, the best they have...it appeared all cigars were sold 2 days ago, and delivery is scheduled on 31st only. How that is possible for 5 star hotel? Even if you buy one, you are not allowed to smoke in designated bar area and need to go out. ( in winter) This is due to old furniture, smoking inside is allowed for cigarillos and usual cigarets.

Among other things, were surprised to receive a letter to my room, but addressed to different person..

We clearly don't belong here. We wish to leave earlier, if payment could be returned. There a plenty of hotels in Cascais or Lisbon, where 300 euro a day will have a place for us in winter months...

As as summary :

Location - perfect

Room cleaning - good, nothing to complain about.

Rooms - small

Staff - had major staff change 2 months ago, new team. Probably there are issues related to that.

Idea of a hotel - 1 or 2 overnights with secret or legal lover, to impress with location and have private time. Not with family, no way!