Savoy Palace

Lovely hotel but customer service was disappointing - maybe due to the sheer size of the hotel. The actual hotel is lovely and well maintained and the doorman greeted us with warmth and personality. Generally things were good and facilities excellent. We paid extra and upgraded to a junior suite which was nice but disappointing it was not on a higher floor so we could get the better sea views, but the room was nice so we did not make a fuss. However on our third night, we were woken up to what can only be described as an old fashioned telephone ringing and we could not pinpoint exactly where it was coming from - could have been the room either side of us or even above. After 30 minutes, we could handle it no longer so we spoke to the duty supervisor who came up to listen and agreed there was a problem - he then got the maintenance man up and they checked cabinets and listened to try and also pinpoint origin - to no avail. Unfortunately at 3.30am, this is not something that can be investigated by waking up people in their rooms which we understood completely. After an hour or so we asked for a different room, just temporarily so we could get some sleep - which they happily obliged with. The noise had stopped by the time we returned to our original room at 8.30am and we asked at reception (concierge) later as to what the problem was - he had no idea what we were talking about. We left it until later that day hoping someone would follow-up with us but absolutely nothing forthcoming so we asked again at reception - they looked at their notes and said a report had been taken but no action as they had no idea what the problem was. We were disappointed that given we had been inconvenienced badly, that they might offer us a free drink at the bar or a bottle of wine, or just something to show they understood our issue and wanted to be sure we remained happy. Nothing was forthcoming at all - so a bit surprising and disappointing - not looking for huge freebie, just an acknowledgement and a little gesture of goodwill.

The next day after a long day out, we went to the bar to grab a drink to take to our room while we showered and changed for dinner. Unfortunately the Savoy Palace refuse to let you take a drink to your room - something about glasses not leaving the bar. I asked if they could put it in a plastic glass - nope not available. I even asked if I could bring a glass from my room and they put it in that so I could have a drink - nope not allowed. How petty to be honest. I know the Hilton chain have a similar policy but they have re-usable plastic glasses for that very reason. Needless to say we decided not to buy a drink and we went to the little Spar shop opposite the hotel and bought some drinks and took back to our room. I also overheard a guy wanting to take his unfinished drink to his room - again refused and told he would either have to leave it or drink it.
This is not what I call customer service and I think the hotel should review that policy.

When we checked out, I mentioned both the above issues to the receptionist - the look of 'I am sorry about that and I'll listen to you but I have no intention of doing anything about it' was quite condescending.

Would we stay here again - we'd have to think very carefully to be honest. Loved the hotel but the thing is - it's the small things that spoil it, and our two issues really did spoil the overall experience for us.

This is our third visit to the Savoy Palace, and it remains our absolute favourite. During our first stay, we enjoyed a studio apartment that was both comfortable and cosy, with a breathtaking balcony view. The hotel itself truly lives up to its name—it is a "Palace" in every sense: impeccably clean, perfectly organised, and defined by an elegant atmosphere.

The level of service is remarkable. Every staff member we encountered was attentive, kind, respectful, and always eager to assist. We were also incredibly impressed by the dining, particularly at Terreio, where the food was a true delight for the palate.

When we returned this past June to celebrate our anniversary, we were treated with overwhelming generosity. We received complimentary wine during our anniversary dinner, and later that evening, we were surprised with a thoughtful tray featuring a bottle of wine, dessert, and a beautiful greeting card honouring both my husband’s birthday and our anniversary. It was such a touching gesture that it truly brought tears to my eyes.

The best part of the experience is the feeling of belonging; every time we arrive, we are greeted with "Welcome home, it is a pleasure to have you visit us again." Savoy Palace, you are excellent in every sense of the word! Mr & Mrs Felix, UK

Our 4th time at the Savoy Palace A few niggles that disappointed us very slightly For a few days the second breakfast restaurant was closed( presumably because hotel wasn’t full) but this resulted in lines forming for breakfast at certain times. I don’t think queuing for breakfast is ever acceptable but in a hotel like this which strives to exceed expectations it’s a big big NO ! There’s nothing that will ever stop the idiots who reserve sunbeds at crack of dawn and don’t use them until noon but the pool attendants whilst great in all other things certainly did nothing to stop it. The attendants in the upstairs pool however were totally vigilant Also , not sure what I think about charging for cabanas or in pool sunbeds. I’m sure they were free last time. It’s a bit greedy That said - it’s a great hotel. Every member of staff was wonderful, the restaurants brilliant and housekeeping and cleanliness second to none Only giving it 4 stars to reflect the few niggles but really it should be 5 Will I return - in a heartbeat!