Mastro - Discoveries and Memories

Niet echt een tegenvaller maar we hadden gedacht dat we in een hotel verbleven, maar er was geen receptie. Je moest jezelf binnenlaten met een code op de deur. Bij de balie lag een sleutel klaar, dus alles wees zich verder vanzelf.
Er is een bad, wat heel fijn is, maar het douchescherm zit vast aan de kant van de kraan, die je daardoor alleen aan kunt zetten wanneer je in het bad klimt. Dat was een beetje onhandig gedaan.
Niet de schuld van het hotel, maar parkeren is een ramp in de buurt van het hotel. Het beste kun je naar de parkeerplaats bij Monte Brasil rijden en dan naar het hotel lopen, maar dat is al snel een wandeling van een kwartier, dus niet ideaal met je koffers.

No complaints really. The lack of a reception or concierge service might not suit some guests.

Lo único igual aclarar que el desayuno no es en el propio hotel, si no en una cafetería que está muy cerquita del hostal.

Aucun contact pendant notre séjour de plusieurs nuits avec le personnel de l’hôtel. La clé de notre chambre était déposée sur une banque à la réception lors de notre arrivée. Nous avons croisé une fois une très aimable femme de ménage.
Réveillés au milieu de la première nuit par une coupure de courant qui déclenchait la mise en route d’un énorme spot dans la chambre, nous avons dû appeler une personne afin de comprendre ce qu’il se passait… nous avions la désagréable impression d’être seuls dans cet hôtel ! Nous avons dû attendre plusieurs heures pour avoir des informations et dormir.

I wish she didn’t leave that delicious dessert in the room. Doen Amelia. I found mysef searching for more in town. Haha

It would have been helpful to have meals available but we knew that going in.

The reception is entirely virtual, with all communication exclusively through WhatsApp. When we arrived, nobody answered, so we had to wait for the cleaning lady to give us the keys. She is the only staff of this place.
We booked two rooms and, immediately upon entering one of them, found a large American cockroach running across the bathroom floor. The following day, we found another cockroach in the dining room and another similar insect in the bathroom of the second room: THREE insects in just a day and a half. This was extremely unpleasant and completely unacceptable.
What made matters worse was the response. We were told that cockroaches are common in the Azores, that they had probably entered through the windows and that we should keep them closed. This felt like an excuse rather than an appropriate response to a serious hygiene issue. The rooms face each other around a tiny courtyard, so keeping the windows closed also meant having virtually no privacy. We had to keep the shutters/plastic curtains closed all day, leaving the rooms dark.
When we asked for compensation, we were offered a cramped 20m² family room instead of our 50m² and two bathrooms. We would never have chosen such accommodation. When we requested a refund for one night, we were categorically told that refunds are impossible.
Other issues include extremely hot corridors, no air conditioning outside the rooms, misleading breakfast information, and no staff on site. The WhatsApp contact is not even on the island, and keys are left accessible to anyone. Our request for the official complaints book was refused.
The cockroaches and the dismissive way our complaint was handled seriously ruined our stay. We would never return and cannot recommend this property.

Nothing. Loved it here! Would definitely stay here again.

No reserved parking for their guests.

The rooms are a little small but still comfortable enough. There were other sitting areas available throughout the hotel that made it feel more spacious. I would recommend a bench of some sort for the garden area, my father would have gladly sat outside in that area, but there was not a place to sit.