Tivoli Carvoeiro Algarve Resort

Dear Renato Matarangolo, We sincerely thank you for choosing our hotel and for sharing your feedback. We truly value every guest’s perspective and always aim to provide a safe, comfortable, and welcoming environment for all. At the time of check-in, our colleagues explained the hotel’s pet policy in detail and provided you with the written document, which was signed by you. This policy clearly outlines which outlets are pet-friendly and which are reserved for guests without pets. The purpose of these rules is to ensure the well-being of everyone, balancing the needs of guests who travel with pets and those who do not. During your stay, our team made several efforts to accommodate your requests and offered alternative solutions so that you could enjoy your time with us. Despite this, the established policy was not respected, and unfortunately, our colleagues were met with rude behavior. We kindly remind you that threats or attempts to disregard agreed rules — such as stating you would leave a negative review in order to avoid compliance — are not acceptable. Respect for both our policies and our team members is essential to maintaining the welcoming atmosphere we strive to uphold. In fact, as a gesture of goodwill, an exception was made to allow you to have a meal together with your faithful companion in one of our outlet that is normally not designated as pet-friendly. We believe this demonstrates that we did everything possible to ensure you could make the most of your short stay with us. We regret that this situation caused frustration, but we must emphasize that our colleagues acted correctly and respectfully in enforcing the hotel’s standards. We remain at your disposal for any further clarifications and thank you once again for your visit. With our sincerest regards, Luminita Ferreira Customer Care