Cayres Suites Surdo

So as the background we stayed here in summer 2019 . We loved it so much we re-booked the day after we got back for the following year ie 2020 but for 2 weeks this time. Also paid in full at the time of booking. Unfortunatly covid hit early 2020 so that year & 2021 also we could not visit but had a voucher that covered us for 2 years so 2022 was the year we could re visit. So location wise this apartment is very good. Its in a quietish narrow street 5 mins from La Vie centre , the Ritz, near the old town. We were in the 2 bed apartment that has the terrace & balcony . The duplex apartment was very well fully modernised just before our 2019 trip , large space inside & out , modern kitchen with high end appliances & well spec'd bathrooms ( 2 x en suites & 1 half bath down stairs. So why the score of 3 ( I did debate giving it a 2) The apartment needs a good deep clean. The furnishings are looking dirty shabby or damaged. A lot of marks & scrapes on the walls but also what looked like wine & food splashes . The sash windows to the front windows of the bedroom & the en suite , on one both sides were snapped so would not stay open unless you propped something under it , the other, 1 side was snapped so I felt unsafe putting my arms under it to open for the shutters ( who wants a broken arm....) So both rooms never had daylight coming in for 2 weeks. The french doors to the rear bedroom & the lounge , one side would not open as they had swelled & never adjusted. The outside furniture..... The sofa set on the terrace is basically falling apart. There are large holes all on the arms & backs, & the cushions need either a very deep clean or replaced too. The umbrella is broke & is tied up so it cant be taken down. On the upstairs balcony one of the sun beds has been ripped through on one side making it difficult or unsafe to use. Whereas we spent time we enjoyed in the apartment 3 years ago ,we were a lot happy away from it this time. In addition , despite several communications with the Manager of the company over several weeks up to the arrival date , I was surprised to get a message on the check in day literately an hour before we were due to leave for the airport. The message said I would need to pay , in cash, 60 euros on arrival to him this being a cleaning tax. I queried it but had no time to take it in or check it out. So I paid him the cash on arrival. When we got home I did some checking on the Companys web site... no mention of cleaning tax , all it says is that cleaning is included in fact if you are there over a week you get a clean & fresh linen , we only had linen & towels change so short changed on basic cleaning rules then. I followed up with the Madeira tourist board & they gave me details to log a complaint with the Madeira trade board about it. So where did my 60 Euros in ''cleaning tax'' end up .... who knows!!!!

I had to cancel my pre-paid trip due to the covid situation. The hotel gave me a voucher and said they would repay me, but never did. They kept saying they would, but in the end they just stopped answering. Beware of this whole group.