Portimao: Benagil Caves & Coastline Cruise

I cannot recommend AlgarExperience / Discover Tours after our recent experience with the Portimão: Benagil Caves & Coastline Cruise. Our reservation provided the wrong meeting address for the excursion. Following the instructions we were given, my group arrived early, exactly as stated on the reservation. We were not the only ones affected — another group was also sent to the incorrect location. Once we realized the mistake, we immediately made our way to the correct departure point and arrived only two minutes after our scheduled 10:30 departure time. We explained that the address provided by the company was incorrect and that we had followed the directions on our reservation. Rather than trying to help, the staff immediately became rude and dismissive. After I showed proof that the address on our reservation was wrong, their attitude changed slightly, but I was repeatedly told, “It’s all okay, it’s all okay,” as if it was acceptable that their mistake caused us to miss an excursion we had paid for while on vacation. What made the situation even more frustrating was that two employees, including the manager, acknowledged that this issue happens frequently and that customers receiving the wrong meeting address is something they have seen before. Despite admitting that this was a recurring problem, they still refused to take responsibility or offer a reasonable solution. Initially, I was told we would receive a refund. However, when the manager arrived, he was equally rude and informed us that because we had not arrived 30 minutes early, we would not receive a refund because “the company won’t make money.” I explained multiple times that we had arrived early but had been sent to the wrong location by their own reservation information. His response was simply that it was “not his fault.” Fortunately, after this disappointing experience, we found Arctic Seagull, a family-owned business, and they completely turned our day around. Their customer service was exceptional, and their staff was understanding, accommodating, and professional. They explained that if customers are not present at departure time, they make an effort to contact them before leaving them behind. In fact, shortly after we boarded and departed, the crew learned that two passengers had missed the boat. Rather than simply leaving them behind, Arctic Seagull turned the boat around, returned to the marina, and picked them up so they could still enjoy their excursion. That level of customer care spoke volumes about how they value their guests and their reputation. On top of that, their excursion included more caves, additional stops, and an overall better experience than what we had originally booked. I would recommend Arctic Seagull 1,000 times over. If you’re planning a Benagil Cave excursion, save yourself the stress, inconvenience, and disappointment during your vacation and choose Arctic Seagull instead of AlgarExperience / Discover Tours.

Staff were great, friendly and very knowledgeable! The boat tour was lovely with drinks provided when we boarded and we got to swim in the ocean as well. Overall a brilliant trip, I highly recommend!

The marina is walkable along the beach. You don’t need paper tickets and wasn’t asked for voucher either. They just needed our names. Went very smoothly. Great tour.