The Cliff Bay - PortoBay

Room location was based on last years free upgrade, which I had accepted. I had paid a lot more this room for a visit and I was not offered any upgrade and the room location meant everyone on balconies could see right into my room, I had to keep the curtains closed for the whole visit for some privacy. Staff at reception only initially offered an upgrade at an extra 50 euros a night, then eventually after I got very upset, offered me other rooms at the same cost. Why could they have not done this initially and I would not have been so upset. The cost of rooms is already high and to ask for more money when someone is not happy with the room is not good customer service at all. I was very disappointed with the outcome as I did not move in the end because I had been so upset I could not face moving everything I had unpacked already. It spoiled my visit and impression of the hotel as money grabbing over customer experience.

Racist Staff and guests Even though the cliff bay portobay has a stunning views and the hotel itself is really nice and located in a nice location, however, I had a bad experience in this hotel from the time Ive checked in. Once I arrived to the hotel I start taking a video for the hotel name from outside the hotel and suddenly, a racist guest came very close to me stopping me with his hands to stop taking videos while he and his wife are there!! I was really nervous because he touched me and tried to stop me, even though I was taking the video for the hotel name sign not for him and his wife! And he could wait until I take the video which will take only a few seconds. After that, I went to check in and decided to forget what happened because I want to enjoy my vacation in Madeira. BUT, the racist guest decided something else, he went to the management and complained about me taking a video for him !! One of the managers came and talked to me and she said at the beginning: our guests are important to us !! And I felt that she just heard from him and she was convinced that they are right ! So I explained to her what happened and showed her the video I have in my mobile when the racist guest tried to stop me and touched me, then she showed her sympathy to me and my region which we dont need and she assured that they dont have any racism in this hotel :) Second day during the breakfast, I asked a waitress old guy for a table for 3 and he totally ignored my request and went to serve a British couple!! Another waitress noticed what happened and he came saying I will assist you! Some of the waitresses during the breakfast were not friendly at all !! I was really surprised from the attitude in this hotel compared to the great customer service I had in Porto and Lisbon hotels and even in 4 stars hotels not a 5 one !!