Tivoli Marina Vilamoura

We stayed at Tivoli Marina Vilamoura from 29 September to 6 October 2026. Unfortunately, our experience has been overshadowed by the hotel's disappointing handling of a credit card pre-authorization and poor after-stay customer service.

During our stay, the hotel placed a hold of €100 per day on my credit card, totaling €700. All expenses were fully settled before our departure. However, we have now been home for 10 days, and at the time of writing, the full amount is still affecting my available credit balance.

I contacted the hotel twice by email but initially received no response. I then called the hotel directly and was assured that the matter would be investigated. Following my phone call, the hotel responded to my second email, promising to investigate the matter. However, despite this assurance, the situation remains unchanged.

I fully understand that credit card pre-authorizations are standard hotel practice. However, guests should not have to repeatedly contact a luxury hotel to resolve such an issue after settling all their bills.

What disappoints me most is the lack of proactive communication and effective follow-up. For a hotel of this category and reputation, I would expect significantly better administrative procedures and customer service.

A luxury hotel experience should not end with guests having to chase the return of their available credit after checkout.

Very disappointing, particularly given the hotel's premium positioning and the level of service guests should reasonably expect.

The Marina Hotel has been non my Bucket List for some time, What a dissapointment The location is good but it goes down hill from there Booked Half Board but the Buffet Resturant for our Evening Meal was closed from early September so we were given the only choise of eating in the Peppers Resturant from a rotating 3 day small choise menu or a 25 Euro credit on the alacarte menu The rooms are plain and simple, you have to request a daily room service, bed linen and towel changes they are not changed automatically and a bath mat had to be requested as it was not supplied an a daily basis, our room had not had the floor vacuun cleaned for some as the soles of our feet our feet we covered in sand/grit The Front Desk Personnel were rather Impersonal and did not make much of an offer to assist us with our queries or request for assistance In my opinion our experience of the Marina Hotel was not what we would expect from a 5 Star Hotel