We started on the wrong foot with a front desk rep named Vanessa, a lot of attituded, really not friendly and left us with a bad taste afterwards.
Our room smelled like someone smoked in it, so we went back to the front desk and were lucky to find Sarah, who was a complete 180° from Vanessa. Amazing attention, friendliness and service.
Second room AC was not working really well, so back we went and waited until Sarah was available. She again was amazing, went with us to the room to check the AC to make sure it wasn't something simple. As it really was the unit, she went down to work her magic. She came back a few minutes later with another amazing staff, Leonor, who I later found out is the assistant manager. They showed us another room that was cooler and let us decide if we wanted to move rooms once again, we did.
That really showed us that we were cared for and we felt great. Leonor actually went the extra mile and sent us a surprise desert and wine to enjoy.
All this to show that problems can happen anywhere at anytime, but what really speaks volumes is the way they are dealt with. Congratulations Vila Gale for having people like Leonor and Sarah. We would definitely stay with you again!