Cayres Suites Surdo
We stayed at this apartment in summer 2019 and absolutely loved it—so much so that we rebooked the very next day for a two-week stay in 2020. Unfortunately, due to the pandemic, we couldn’t visit in 2020 or 2021, but we held a voucher valid for two years, which finally allowed us to return in 2022. The location is excellent—quiet, narrow street just a five-minute walk from La Vie Centre, Ritz, and the old town. We were in a two-bedroom duplex with a terrace and balcony. The unit had been fully modernized shortly before our first visit, offering generous space inside and out, a sleek kitchen with high-end appliances, and well-equipped bathrooms (two en suites and one half-bath downstairs). However, despite the great memories from 2019, our 2022 stay was far less enjoyable. The apartment desperately needs a deep clean. Furniture looked worn, dirty, and some were visibly damaged. There were scuff marks and what appeared to be wine or food stains on the walls. Both bedroom sash windows were broken—one side snapped completely, making it impossible to keep open without propping something underneath; the other had a cracked frame, so I felt unsafe reaching under to adjust the shutters (no one wants a broken arm!). As a result, neither room received natural daylight during our entire two-week stay. The French doors leading to the rear bedroom and living area wouldn’t open on one side due to swelling caused by humidity. Outdoor furniture was also in poor condition—the terrace sofa set was falling apart, with large holes in the arms and backrests, and the cushions needed either a thorough cleaning or replacement. The umbrella was broken and tied up so it couldn’t be lowered properly. On the upper balcony, one sunbed had ripped through on one side, making it unsafe to use. Despite having enjoyed our time here three years prior, we found ourselves wishing we were anywhere else during this trip. To make matters worse, despite multiple messages to the manager weeks before arrival, we were surprised to receive a last-minute message on check-in day—just an hour before heading to the airport—stating we’d need to pay 60 euros in cash upon arrival for a “cleaning fee.” We asked for clarification but had no time to investigate further. We paid the amount anyway. Once home, I checked the company’s website—there was no mention of any cleaning fee whatsoever. In fact, the site clearly states that cleaning and fresh linens are included, especially for stays over a week. Yet we only received towel and linen changes. This felt like a basic service shortchange. I followed up with the Madeira Tourist Board, who provided information to file a formal complaint with the Madeira Trade Board. So where did that 60-euro payment go? Honestly, no one knows.
