Valverde Santar Hotel & SPA - Relais & Châteaux

Très bel établissement rénové avec goût et service parfait.

We had the pleasure of attending a live music event at Valverde Santar with friends and family, and it was nothing short of exceptional. From the moment we arrived, we were enchanted by the charm of the space, elegant, intimate, and rich with character. The setting provided the perfect backdrop for an unforgettable evening.

We stayed at this hotel as part of a special occasion - our wedding night - and while there are certainly elements of the property that are well thoughtout, the overall experience fell short of what I would expect from a hotel positioned at this price point and star rating. To start with the positives: the property is beautiful and tastefully designed. The spa is a highlight and particularly well maintained - the attendant there was warm, welcoming, and professional - a highlight in terms of service. The pool area is also nicely kept, and the use of salt water in the pool is a detail we appreciated. That said, the service experience overall lacked the consistency and hospitality one would expect from a five-star establishment. There were a number of moments throughout our stay where small service missteps accumulated and created an experience that missed the 5-star mark. For example, during our time at the pool - which happened to be in the middle of a heatwave - we were unable to get any service for nearly two hours. There was no one staffing the bar. It was weird to see a fully stocked fridge on the bar, locked with a literal tick chain and lock - the kind you'd see in a warehouse - but no one there to serve them. It was very odd given there was an honesty bar in the hotel. Since no one was staffing the bar, and there was a phone there, I tried to ring someone as my wife was very thirsty. I called reception, restaurant, the indoor bar, and even room service, but no one picked up. I felt I was covering for a staff shortfall, when I shouldn't need to - especially in such an establishment. The fact no one picked up only made it more surreal - like no one was in the hotel. After 2 hours, eventually someone did arrive and we were able to order drinks. 
Once at breakfast, I had an unpleasant back and forth with the server. I wanted some toast with butter, but the only bread in the basket was big rolls that wouldn’t fit. I pointed this out to the server and asked if there was sliced bread available, and if not, if I could have a bread knife to slice the buns (myself). The reply was very defensive, with some random excuse, and the server suggested I take the bread to my table, slice it there, and come back and toast it. I only had a butter knife at my table… Talking about breakfast, this was another area that didn’t quite meet expectations. While the ingredients were of good quality, the offering was limited. On one morning, for example, there were no eggs available on the buffet at all. We were told that many items could be made to order ‘to avoid waste and promote sustainability’ - which is a perfectly acceptable approach - but with only one staff member managing orders, the process was slow and there were issues with accuracy. Waiting 15 minutes for coffee or having egg orders arrive incorrectly just isn't in line with the type of seamless experience luxury hotels typically strive to offer. We had just came from 2 nights at the nearby Solar de V

Nice hotel, beautiful and comfortable rooms with a lot of potencial but service could be improved. Only one person serving breakfast and lunch. Pool water was really cold but they told us it was heated. In the SPA it was the same, room temperature was good but pool was cold so couldn’t enjoy it.

We booked last minute and the only negative was that we were told that we couldn’t park in the secure car park within the hotel gates, which was empty except for one car when we arrived. We were told it was reserved for electric vehicles and disabled clients only despite the fact that there was one marked disabled space and one charging point and at least three further spaces. We were asked to park in the village car park outside the gate! Once we explained that we had a convertible, classic car and had chosen the hotel for its advertised, secure, on-site parking we were permitted into the gated parking area. A disappointing start for a Relais &Chateaux establishment. However, once that was sorted we were then treated with the utmost professionalism and kindness. We were given a superb room in one of the outbuildings which was beautifully designed, very spacious and so quiet. We were shown around the main hotel which was a lovely Manor House, beautifully restored. The whole place is set in a sleepy village in green, rolling countryside with very little traffic. A peaceful, lush and restful setting with nothing to disturb except birdsong and the church clock chiming. The pool area is gorgeous, quite exceptional. The staff bought drinks and provided towels. It was a Sunday so the restaurant was closed but we were still given a beautiful evening meal served in the library although others chose to dine on the balcony or terrace. Despite the car park issue, I would return here if we ever found ourselves in this lovely part of Portugal again. I would just call first to confirm space in the gated car park. The staff, rooms, pool and grounds are all exceptional.