Hotel Premium Aeroporto

Unfortunately, my stay at Hotel Premium Maia was an extremely disappointing experience and, in my opinion, far below the standards I would expect from a 4-star hotel. It is important to clarify that these issues were not isolated to my room or our group. We travelled as a group and had five rooms booked altogether, and the issues described below were experienced repeatedly across the group. We also witnessed many other guests making complaints both in the breakfast area and at reception, and, surprisingly, many of their complaints were exactly the same as ours. This strongly suggests that these were ongoing and widespread issues rather than isolated incidents. Breakfast was one of the biggest problems during our stay. The selection was extremely limited and the quality of the food was often unacceptable. There were occasions when food appeared to be off, and cold items such as cheese and ham were often far too soft because they were not being properly kept chilled on a cooling plate. The bacon served was consistently overcooked and extremely hard, to the point where it was very difficult to eat. The coffee machines were broken approximately 90% of the time, while the juice dispenser and toaster were also frequently not working. Food was also extremely slow to be replenished. Every morning we had to wait an unreasonable amount of time for food to be topped up, which appeared to be largely due to a shortage of staff. On one occasion, I also found rotten boiled eggs being served, which I found completely unacceptable. The quality and variety of the breakfast were so poor that on most days of our stay, we had to leave the hotel and pay for breakfast elsewhere. Having paid for breakfast as part of our hotel stay, we found it extremely disappointing that we had to spend additional money simply to have an acceptable breakfast. The fact that other guests were also repeatedly complaining about the breakfast and experiencing the same issues made it even more disappointing. It was clear that the problems were not limited to our group. The elevators were another major concern. They appeared to have very little maintenance and would frequently break down. They were also not particularly clean, and the doors would regularly close on people. On one occasion, the elevator actually got stuck on the 10th floor. When I reported this to reception, I was told: “Oh, that’s normal. That elevator normally gets stuck on that floor. All you have to do is press number 10 again and it will start working normally.” I found this response completely unacceptable for a 4-star hotel. The fact that an elevator repeatedly gets stuck on the same floor and staff consider this to be “normal” represents a serious health and safety concern. A known problem with an elevator should not be treated as normal or acceptable, particularly in a hotel where guest safety should be a priority. There were also numerous problems with the rooms and housekeeping. Bath towels were frequently missing, and room cleaning appeared to be carried out inconsistently. These issues were not limited to my room; members of our group staying in the other four rooms experienced similar problems. The bedding provided was far too small for the beds and did not properly cover the entire mattresses, which is a very basic standard I would expect a 4-star hotel to meet. The hotel also provided complimentary bottles of water that were supposed to be replenished daily. However, in my room this was only done for the first two days. After that, the empty bottles were simply left in the room and were not replaced for the remainder of my stay. Again, this was part of a wider pattern of inconsistent service throughout the stay. There was also a serious concern with one of the rooms on the 10th floor. The window was consistently left open, despite there being a clear sticker on the window stating that it should always remain closed. The window also had very little protection or guarding, which I found particularly concerning from a safety perspective. Fortunately, no children stayed in this room during our stay, but I believe this could potentially present a serious safety risk, particularly for families travelling with children. The drawers in one of the wardrobes would not even open. One of the rooms included in our booking was also in particularly poor condition, with mould and a clear lack of maintenance. The room keys repeatedly stopped working and had to be reset at reception, creating another unnecessary inconvenience. This was also an issue experienced across our group rather than being limited to one room. The condition of the reception and lobby furniture, as well as the corridor carpets, was also very poor and visibly dirty, contributing to an overall impression of inadequate cleanliness and maintenance. Another significant issue was the lack of communication and management availability. I complained to reception about these problems for four consecutive days. Whenever I asked to speak with management, I was repeatedly told that management was “never available”. I eventually managed to speak with the manager on the second-to-last day of my stay. When I raised the issues I had experienced, one of the explanations given was that she was new to her role. While I appreciate that taking on a new position can be challenging, I do not consider this an acceptable explanation for the continued lack of communication or for issues that had already been reported repeatedly over several days. Most importantly, despite raising these concerns for four consecutive days, the problems continued until the final night of our stay. We were still experiencing the same issues, including poor breakfast service and a shortage of bath towels. I would also like to make it clear that not all of the staff deserve criticism. Some members of staff were genuinely very nice, friendly and helpful whenever we interacted with them. I appreciate their efforts and do not believe it would be fair to blame individual members of staff for the overall experience. My main criticism is directed towards the management and the way the hotel was being managed, as there appeared to be a significant lack of communication, organisation, maintenance and follow-up on guest complaints. Overall, this was a very poor experience for a hotel advertised as 4-star. In my opinion, the level of service and standards were closer to a 1-star hotel, if that, rather than what we would reasonably expect from a 4-star property. The combination of serious maintenance and health and safety concerns, poor cleanliness, inadequate breakfast quality and variety, broken breakfast equipment, slow food replenishment, staffing issues, repeated room problems, unsuitable bedding, inconsistent housekeeping, failure to replenish complimentary water and poor management communication made the entire stay extremely frustrating. The fact that we were a group occupying five rooms, experienced many of the same problems across those rooms, and then witnessed numerous other guests raising the same complaints, makes it difficult to view these issues as isolated or unfortunate circumstances. They appeared to be widespread and ongoing problems within the hotel. I hope the hotel takes this feedback seriously and addresses the issues surrounding maintenance, health and safety, cleanliness, housekeeping, staffing, breakfast quality, equipment and management communication. Unfortunately, based on our experience, I would not stay at this hotel again and cannot recommend it as a 4-star hotel.

The team that welcomed us was super friendly and attentive. Special thanks to Joao at the reception, who despite the late reservation did the maximum. Very nice room

The room has a spacious bed and comfortable pillows. There is a mini safe in the room. Generally renovated. The fact that the floors aren't carpeted is a plus. There's nowhere to put soap and shampoo in the shower; you have to reach into the sink to get them, which is difficult, or you have to put them on the floor and bend down. The elevators don't show which floor they're on, and the button lights don't illuminate when you press them to call them. It can be considered generally quiet. The windows in the room don't open; you need to ask the reception for help with that. There's a Japanese restaurant, Pizza Hut, and a supermarket very close by.