Herdade do Freixial

We stayed as a family of 9 in 2 apartments and 2 rooms for 6 nights. It was the 4th year that we stayed in the region in locations on the upper end of the spectrum (approx. 270€ per night/room). Our expectations were high due to the great website and the price we paid for it. Overall we were quite disappointed with our stay, as the experience did not match what was announced. Being fair, some aspects were positive: - The location – close to Vila Nova de Mil Fontes, services, restaurants and beaches. - The view and balance with the surrounding nature. - The friendliness and diligence of the staff. - The swimming pool layout. - The breakfast. Unfortunately these did not make up for the rest. We were frustrated by several negative points: - Facilities in overall poor condition and degraded, some posing risks to customers (example: stairs with broken boards and loose screws and full of splinters). - Treehouse space inoperative and destroyed. - Most of the grass dried and arid. - Rooms with furniture needing repairs, and one incident with water leak in one bathroom. - Low standard for the cleaning service, only doing the bed and not vacuuming properly the rooms. - One incident with cockroaches in one of the bathrooms with rotten furniture under the sink. - Multiple services unavailable - poolside bar permanently closed, no yoga classes, no food delivery service by surrounding restaurants. We complained to the management and they were quite receptive to our criticism, and we were reimbursed in 10%, promosing us that they would work on all the points above. We were told that they were operating since 2010, and the biggest problem of this property is that the Website is showing it during its glory days, more than a decade ago. We felt deceived, as there is a blatant desinvestment in maintenance and services by the management at the expense of the customer. We paid premium, and we were expecting premium; instead we got below average standards which you can find for a third of the price. I really hope they can turn it around for the survival of their business and the friendly staff who are working there.