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All reviews close to the airport flight path indoor pool lovely hotel public bus rocky beach all inclusive guests courtesy bus relaxing holiday madeira airport sea front all inclusive deal public areas main bar the hotel is clean evening entertainment plenty of choice
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2 - 7 of 1,441 reviews
Reviewed 7 October 2021 via mobile

Nice hotel. Very good for those who are looking for a very relaxing holiday sitting by the pool. But service lacks.

Pros:
-very big hotel, pretty and very large pool
-they have a kids pool which is great as it keeps them out of the big pool
-nice breakfast, fresh eggs cooked as you order
- nice indoor pool
- free transfer bus that takes you to the city

Cons
- our plane landed at 10am, check in wasnt until 2pm, we didn't know this. We came straight after our wedding and hadn't slept in 36 hours. To then find out when we got there that we had to wait over 2 hours for our room was incredibly frustrating.
- we were not told about the transfer bus when we checked in and ended up spending 100 euros on a taxi to and from the city in one day. We only find out because we asked at reception when we got back from the city. I was very annoyed that they didn't tell us, and we wasted so much money
-there is always a massive queue at reception so it takes forever to get your queries answered.
- no halal food at the hotel, so there was nothing on the poolside bar lunch menu that i could eat. We had to go out of the hotel everyday for lunch
-no good entertainment at the hotel. There is a folk dancing group on Fridays, and live singers 2 or 3 other days which i was completely disinterested in
- there is no night life in the area itself so it can get boring if you're the type who likes to go out in the evenings after dinner
- taxis are extremely over priced on the island

I don't think i would visit the island again, and its definitely more of a holiday for 3 or 4 days rather than 7 days. It's very boring, and only good if you're looking to head to bed at 9pm because there's nothing to do after that.

Room tip: Ask for the free transfer bus timings at the reception when you check in to go into the city of Funchal. Take a sweater, if gets chilly in the evening as its right by the sea.
Date of stay: August 2021
Trip type: Travelled as a couple
Thank sadiyag2019
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Vila Galé, General Manager at Vila Gale Santa Cruz, responded to this reviewResponded 7 October 2021

Dear Guest,
Thank you for your comments.
We apologize if we couldn't be up to some of your expectations but let us express our gratitude by thanking you for sharing your comments with us. Your comments are an important tool and only help us to continue our constant pursuit of service improvement by solving those and continue trying to exceed expectations.
On our own behalf and on that of the Vila Galé Santa Cruz Hotel team, we hope we have the honour of hosting you again in a near future.
Kind regards
Luis Caldeira
(General Manager)

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 October 2021 via mobile

We stayed five nights and liked the room - would have preferred a proper big bed not two singles pushed together though. Fridge and air con both worked well and were quiet.

We were all inclusive. There was a decent range of hot and cold food available, at times items on the buffet were Luke warm which was disappointing but the show/grill kitchen was reliably good for fresh hot meat and fish. Staff usually attentive with drinks at dinner and constantly cleaning used tables. Some of the feta/mozzarella cheese was definitely silk tofu as the texture and flavour was not right. Could do with having more vegetarian and vegan options. Not having to pay extra for Magnum ice creams or vodka/rum/whiskey/pop/wine/draft lager was a good call with the all inclusive deal.

The outdoor pool was cold especially when the sun wasn't out, as it is often in shade and wind and isn't heated. There were a lot of sunbeds and umbrellas but these often move in the wind! The children's small pool slides were fun though. Could do with staff clearing the area of plates/glasses/rubbish more though as plastic glasses blow over easily and I fished used face masks out of the pool more than once.

Massage at the hotel spa was decent, no issues with any staff or equipment, if I could change something it would be to have a later shuttle bus back from Funchal than 5.30pm - maybe 9/10pm to reduce drink driving and taxi fares.

Room tip: Free car park on site often busy. Bring strong clips/clamps for your sunbed towel. Bring your own drinks for fridge in bedroom. Don't dry clothing outside on balcony.
Date of stay: September 2021
Trip type: Travelled as a couple
Thank burygirlkeeper
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Vila Galé, General Manager at Vila Gale Santa Cruz, responded to this reviewResponded 6 October 2021

Dear Guest,
Thank you very much for choosing the Vila Galé Santa Cruz Hotel for stay in Madeira Island.
We are really sorry for the situation and we hope that you are better.
As soon as you informed us the situation the room, the reception provided another room and asked you if you are well and if you needed any support. It was replied that it was not necessary.

We look forward to having you back again.
Yours faithfully,
Luis Caldeira
(General Manager)

Yours faithfully,
Luis Caldeira
(General Manager)

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 September 2021 via mobile

Bit worried by previous reviews but pleasantly surprised by hotel. Staff generally friendly. Didn't have a problem with food. Although pool was cold, it was quite refreshing once you got in. Unfortunately I had a fall in my bathroom early one morning. Water had been coming through the ceiling all night, making the floor like an ice rink. Banged head on sink and hurt shoulder and hip. Telephoned reception, no-one came. In the end went to reception and reported it. Nothing written down. Just given keycard for new room. No concern shown for my wellbeing. Two weeks later still bruised and sore head.

Date of stay: September 2021
Trip type: Travelled solo
Thank Luckwell
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Vila Galé, General Manager at Vila Gale Santa Cruz, responded to this reviewResponded 1 October 2021

Dear Carol,
Thank you very much for choosing the Vila Galé Santa Cruz Hotel for stay in Madeira Island.
We are really sorry for the situation and we hope that you are better.
As soon as you informed us the situation the room, the reception provided another room and asked you if you are well and if you needed any support. It was replied that it was not necessary.

We look forward to having you back again.
Yours faithfully,
Luis Caldeira
(General Manager)


Yours faithfully,
Luis Caldeira
(General Manager)

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 September 2021 via mobile

Nice hotel in a small city Santa Cruz , friendly staff, the lady from the pool bar always smile. Good effort for the management team with the bus to Funchal twice a day. Food can be improved a bit for the 4 stars Hotel , Wi-fi at the third floor very weak almost nothing. The pool nice and clean. The cocktails must be a wider range not just the “cocktail of the day “. Some entertainment programs will be welcomed for the kids around

Date of stay: September 2021
Trip type: Travelled with family
1  Thank AdriaTop
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Vila Galé, General Manager at Vila Gale Santa Cruz, responded to this reviewResponded 27 September 2021

Dear Client,
Thank you very much for choosing the Vila Galé Santa Cruz Hotel for your stay in Madeira Island. We were very pleased to read your message about our hotel and team. Your comments are very valuable for us and for our future guests.
We look forward to having you back again!
Yours faithfully,
Luis Caldeira
(General Manager)

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 September 2021

Like many other TUI guests we were dependent on our younger relatives to sort out the covid procedures before departure, consequently we were able to provide print outs of all documentation as necessary but when it came to during holiday covid procedures , those of us who were not smart phone experts became totally unstuck as no TUI rep.
Our predicament was entirely predictable by TUI /First Choice who caused an otherwise good holiday to be ruined, indeed many , particularly the older guests were panicking throughout the holiday.
For our part we were lucky in that a fellow guest Katherine came to our rescue & saved the day.
Thanks again Katherine-- Shame on you TUI

Date of stay: September 2021
1  Thank CrowboroughMarbet
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Vila Galé, General Manager at Vila Gale Santa Cruz, responded to this reviewResponded 27 September 2021

Dear Client,
Thank you very much for choosing the Vila Galé Santa Cruz Hotel for your stay in Madeira Island. We were very pleased to read your message about our hotel and team. Your comments are very valuable for us and for our future guests.
We look forward to having you back again!
Yours faithfully,
Luis Caldeira
(General Manager)

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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