Hotel Santa Cruz

We had our second visit to this lovely hotel in November, we have never returned to a hotel or destination before but we weren't at all disappointed, the hotel was just as wonderful and it's standards just as high as on our first visit. We could fault nothing as before. The staff were attentive, friendly and extremely helpful to everyone and a special thank you to Mr Edgar, Sandra, Louisa,David, Odelia, Michelle and Nadia from the restaurant, Caterina in the Spa ( a must visit) and the wonderful reception staff for another enjoyable stay. The Chris**as lights were switched on whilst we were there and Santa Cruz Village became a beautiful winter wonderland! The lights were outstanding with animated singing tableaus and the village was alive with local families and visitors alike, it definitely made our visit more special. We will be returning again later this month and are looking forward to exploring more of this beautiful island. If you are looking for a peaceful relaxing holiday with good food, staff and amenities, located in a beautiful village ( only a 10 minute transfer from the airport) look no further..

One of our classic ‘last minute’ decisions to grab a few days away after Chris**as and before the new year really started up…it was through Jet2 and have to say it was seamless. The hotel information on the net is pretty accurate and we went for a double room with sea view..and that’s exactly what we got. The room was very comfortable, daily room cleaning, aircon, and had a small but functional balcony with chairs and a table. We went bed and breakfast as we like to check out local restaurants but the breakfast had a varied offering from fried, continental, cereals and with tea, coffee and a range of fruit juices. Service all round was good and the staff attentive if a little ‘serious’ at times. Parking is available (underground) and whilst a little pricey at €7 per day was spacious and not overcrowded. The hotel is literally a stones throw from the beach and village centre where there are a large number of local restaurants and bars serving up great meals at fair prices. Around €10 - €20 for a main course. Being there still in the post Chris**as period the decorations and light were still all up over the island and Santa Cruz had some wonderful lighting and animated displays…it was a great time to visit. Be warned Santa Cruz is close to the airport but it did not interfere in the slightest with the enjoyment of the stay. In fact if you get a tracking app. you can sit with a glass of wine and monitor the incoming and outgoing flights! There is really little prolonged noise and you shouldn’t complain as that’s probably how you got there! The hotel has a small indoor pool, gym and spa bath and a large outdoor pool. All very clean , well maintained and safe. Funchal is about 15 minutes drive or the hotel has a courtesy bus although we didn’t use it so can’t really comment on it. Overall the Vila Gale was a great place to stay and we would (will!) go there again.

The hotel was quite smart, good sized, comfortable room, we had a lovely sea view balcony, room was well serviced. Pool good size, lovely aspect, but very cold. Lovely position in small town of Santa Cruz, just minutes from the airport, flights more of an attraction passing over, than an annoyance. Hotel courtesy is an excellent bonus, bookable, takes you into Funchal and brings you back. Staff were lovely and accommodating. Food and drink were not very good, wine at dinner, both white and red not very palatable, only one cocktail available on All Inclusive, “ Cocktail of the day” I think they made them up! Food was very mediocre, eggs for breakfast fried in an inch of oil, many items on buffet constantly running out, big queues at grill area, desserts very sweet and sickly. Friday, Saturday, and Sunday were terrible, there were obviously lots of weekend guests, and a party of umpteen school children, not enough staff to cope, queues to get into dining room, food on buffet running out very quickly. Bar snacks were superb, opted for these rather than the lunch.

This hotel is in a fantastic location but that is literally the only good thing that I can say about it. I have never left a bad review on a website about a hotel but feel compelled to do so after Tui refused to acknowledge that that there was anything wrong with the hotel, despite an official complaint . Literally all of the guests in the hotel were complaining. The rooms at the back were noisy and the hotel manager refused to accept that there was a problem until I threatened to leave the hotel and ask for my money back. There was no-one to serve at the bar for hours on end which lead to guests going behind the bar to serve other people! The staff on reception were extremely rude. Our tui rep visited once for a welcome meeting, never to be seen again. Several guests tried to contact the rep to try ang get him to help sort out the situation at the hotel but he did not answer his phone or return calls for 3 days. This hotel is a disgrace and the fact that aTUI do not appear to acknowledge this is terrible.

I can’t understand why this hotel is rated so high.The restaurant is dirty,the beds are a nigh**are and no one cares about complaints.we are in the hotel right now.in the morning when you go for breakfast the floor is covered in food from dinner the night before.toilets the same thing.there are places that haven’t been cleaned in a long time.the baby pool is broken,dangerous for babies as the tiles are broken.the beds are a nigh**are,we didn’t sleep a whole night once.they would have to be changed.I came here happy and healthy,now the whole family is grumpy and has back pain.when you complain,all you get is a sorry at reception.definitely not to recommend.It’s the worst hotel we have ever stayed in

NO PERSONNEL TO HELP WITH LUGGAGE IN AND OUT.. ALL ROOMS WITH CARPETS. NO ALLERGY ROOMS. HOUSEKEEPING WAS POOR AND MONOLINGUAL FOOD WAS POOR, TASTELESS. EXAMPLE: CHICKEN FILET 70% BONES, LAMB THE SAME. KEY CARDS HAD TO BE RENEWED EVERY OTHER DAY. INSTANT COFFEE BAGS SHOULD HAVE BOUGHT FROM RECEPTION 1 €/CUP.

We had very high expectations of this hotel and were sadly disappointed. On arrival we were give the incorrect details of our stay and had to wait for our room, which was ok. We walked around and it seems a nice clean hotel if a little oddly laid out. Staff were ok but not overly friendly. The room was very dated and dark with carpet flooring...not ideal. The view from the room was a pretty one but balcony wasn't very big. The hotels bus service to Funchal was ok you had to pre-book two days in advance. It went four times a day and filled up very quickly because it was only a small bus carrying around 12 people. The food was awful! It was cold and you had to pay extra if you wanted a drink with your meal ie water, soft drink or coffee. This was for half board. Apart from the cold food it was impossible to pull a meal together with what was being offered. There was not a big selection of food but what they did have just didn't go together. While we were there we complained about the temperature of the food and things did improved very slightly. We spoke to other families who felt the same and said they had been charged different prices for drinks and snacks at the pool bar. At the end of our stay we were given a bill to settle up, which was for the uses of the fridge because we had put our water bottles in their fridge. We travel a lot and are very easy going but we will not be going back to this hotel again. Madeira is beautiful and it is a really shame that this hotel cannot get it's act together.

excellent staff, always available and eager to assist you the facilities are very good and great ocean view a very good swimming pool a very diverse menu worldwide visiting câmara de bolos, funchal and machico a place to come back and to recommend to my friends and family

This hotel is not much to recommend. Building old and not close to pictures. Price, value ratio not too good. Staff was super unfriendly. They also make you travel early from Santiago only to let you then wait for hours for the room.