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“Thoroughly disappointing”

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Pestana Palace Lisboa
Ranked #33 of 255 Hotels in Lisbon
Certificate of Excellence
Reviewed 19 May 2014

Whilst I regularly use trip advisor this is the first time I have posted a review. I do so due to my disappointment of staying at what was supposed to be a 'five star' and 'leading hotels of the world' hotel. I booked during the week through Kiwi collection yet the hotel didn't think to mention to Kiwi that the pool was out of service (I expect this to be the case for some time looking at it).... The whole reason we chose the hotel was for the pool (kiwi only have three Lisbon hotels with outdoor pools and tivoli was fully booked whilst the other was extortionate). We had to take 60 euro return taxis to the beach each day because of this. As a whole the hotel is very dated and certainly not five star. The shower head (the shower is in the bath) broke off mid-shower leaving a pipe to use as a shower. The bed is rock hard... Potentially the worst part thinking about it. The breakfast was bad... For example stale hash browns and no beans on one of the days. The location is also not great but I'll forgive them on that point. I would honestly avoid this hotel and to say I've made the effort to do a first time post should emphasise that point to all of you!!

  • Stayed: May 2014, travelled with friends
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6  Thank Darren G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andreia C, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded 22 May 2014

Dear Darren G,

Thank you for taking your time posting your review about your most recent stay with us.

We are very disappointed that you did not enjoy your stay with us and we are concerned to read that on this occasion the hotel and its services didn’t met your expectations.

Please accept our sincere apologies for the inconvenience caused by the pool. We can understand your level of disappointment and we express our profound regrets for this unfortunate incident. We would like to assure you that this is not the normal standard of the Pestana Palace Hotel & National Monument.
Unfortunately on the begining of the last week, following a small routine work, we have found a massive leak of water due to the pool structure. We had immediately to initiate a structural repair in the pool, in order to stop the infiltration which ran until the end of Friday. We' ve already reopened the pool to our guests since last Saturday and now we are running in our normal way.

We do also regret that the breakfast and the bed did not met your expectations. Please rest assured that your feedback has been shared with our supervising team and appropriate actions will be taken to ensure that such an experience is not repeated.

We do hope that this incident will not deter you from visiting us in the future and you will allow us the opportunity to restore your confidence in Pestana Palace Hotel & National Monument.

Sincerely,

Andreia

Guest Ambassador

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578 - 584 of 1,930 reviews

Reviewed 8 May 2014

We booked the Pestana Palace after reading a travel article in the Los Angeles times about a trip to Lisbon and Obidos. We booked the same hotels.
The Pestana Palace is located a little outside the main part of the city, close to Belem. We had to take a taxi everywhere. There was little public transportation and it was too far to walk. The hotel, however, is spectacular. It is a national monument with a lovely garden. We booked 2 rooms in the east wing--rooms 2028 and 2030. They both had views of the garden with an outside terrace. I would strongly recommend garden views. The other views face the outer streets. The main hotel is made up of suites. Two wings were added to the back of the hotel. They consist of regular rooms. The regular rooms however are just lovely--high ceilings, oil paintings, built-in wood cabinetry, beautiful marble bathrooms--all very elegant and in keeping with the hotel. The gardens are very pretty. We loved the peaceful retreat from the city and were very glad we were a bit removed. My daughters room had a problem with the air conditioning control. We had just returned from dinner and called the hotel. They sent a maintenance man to replace the control immediately. When he left we realized it was almost midnight. The service the entire time we were there was just as good. The whole experience was great and we would highly recommend the hotel and preferred it's location to being in the city center.

Stayed: April 2014, travelled with family
3  Thank dmd
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andreia C, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded 15 May 2014

Dear Guest,

Thank you very much for visiting Pestana Palace Hotel & National Monument and for posting your review on TripAdvisor. All your informations were very useful because it gives a complete idea of the Hotel for future travellers.

We are glad that the hotel, the rooms and its services were up to your expectations.
It's a pleasure to hear about your enthusiasm and we are delighted that you were so much satisfied with your experience!

We truly hope that you will soon have a chance to return to Lisbon and would be glad to welcome you back.

Sincerely,

Andreia

Guest Ambassador

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 April 2014

This hotel is exceptional. It just gets better and better. It never disappoints. Staff are wonderful, rooms fantastic, facilities great. Front desk staff are the best I've come across in Europe, Asia or America. Slightly off the beaten track -- but now that LX factory has opened up great restaurants are nearby.

Room Tip: ask for a room facing the garden
See more room tips
  • Stayed: April 2014, travelled with family
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Thank familyofnw3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andreia C, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded 11 May 2014

Dear Guest,

Thank you for your motivating review. Your positive feedback is a source of motivation for us to start the day with very energy and with a big smile!

It is a pleasure to hear about your enthusiasm and we are delighted that you were so much satisfied with your experience at Pestana Palace Hotel & National Monument.

Thank you for your kind comments regarding our rooms and facilities and specially about our staff. We will share your excellent comment with our Front desk staff and for sure they will be very happy.

We all look forward to your next visit with us to offer you again Memorable Moments.

Kind regards,

Andreia
Guest Ambassador

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Reviewed 24 April 2014

Amazing Hotel. Very friendly staff. Breakfast is amazing. Liked the fact that it is located outside of the city centre however still based central to some great historic attractions. A great place to unwind.

  • Stayed: March 2014, travelled as a couple
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Thank Neville D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andreia C, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded 11 May 2014

Dear Neville D,

Thank you very much for your great review and for having visited Pestana Palace Hotel & National Monument.

It was very nice to read your nice observations about the hotel, our breakfast and specially about our staff. All the staff appreciates your words, thank you!

We are looking forward to welcoming you back very soon during your next visit.

Sincerely,

Andreia
Guest Ambassador

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Reviewed 22 April 2014

Got to stay at this hotel due to business.
It is located a fair distance from city's attractions. You need to rely on taxis.
The facilities are very good. The design is classic.
Room was in perfect state, clean and comfortable.
Breakfast was wonderful, so was the dining room where it is served.
Bar and lounges are good for a quiet drink and reading.

Stayed: May 2013, travelled on business
1  Thank Madrid-Spain
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andreia C, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded 23 April 2014

Dear Guest,

Thank you for having visited Pestana Palace Hotel & National Monument and for sharing your positive experience with us.

We are very happy to know that the hotel facilities, the rooms, the breakfast, the restaurant and the bar were up to your expectations. We will share your kind comments with our team, and for sure they will be encouraged by your remarks.

We do hope that you will have a chance to return to city of the seven hills and we will be always glad to welcome you again!

Kind regards,

Andreia
Guest Ambassador

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 April 2014

Highly recommendable fire star luxury in the outskirts of Lisbon. Taxi or bus needed to reach city center and tourist sights, but once you are at the hotel everything is great. Breakfast is sumptuous and service is great, dinner however is fine but not special. Our room in the east wing groundfloor was special and comfortable, sound however carried very clearly between rooms, so some noise most be expected. Spa, pool and fitnessroom very well equipped. Beautiful park.

Stayed: April 2014, travelled as a couple
Thank SorenLotte
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andreia C, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded 21 April 2014

Dear “SorenLotte”,

Thank you for taking the time to share your feedback following your recent visit at Pestana Palace Hotel & National Monument.

We are very happy to hear that you enjoyed your stay with us and we would like to thank you for your nice observations about the breakfast, the service, the spa, the pool and the gardens of the hotel.

About our location, we are not really in the city center but we have the advantage of being located in the most quiet and pleasant area of Lisbon and we also offer Shuttle services, 4 times a day to the main attractions of Lisbon.

We really hope to have the pleasure of seeing you again in our hotel.

Sincerely,

Andreia
Guest Ambassador

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Reviewed 2 April 2014

It is a true palace and great alternative then staying in a city center hotel. Minutes to city and easy access from airport. Ask for room in the extension...bigger rooms. Staff is very friendly and the dinning room is a must for dinner.

  • Stayed: March 2014, travelled with friends
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1  Thank JohnP14
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andreia C, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded 16 April 2014

Dear “JohnP14”,

Thank you for posting your review on tripadvisor. All your informations were very useful because it gives an idea of the Hotel for future travellers.

We are pleased to hear that you have enjoyed your stay with us and we would like to thank you for your kind comments regarding our rooms, restaurant and our staff.

It will be our pleasure to host you in your next visit to Lisbon.

Kind regards,

Andreia

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Pestana Palace Lisboa

Address: Rua Jau 54, Lisbon 1300-314, Portugal
Region: Portugal > Central Portugal > Lisbon District > Lisbon
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Lisbon
#9 Spa Hotel in Lisbon
#16 Romantic Hotel in Lisbon
#19 Family Hotel in Lisbon
#28 Luxury Hotel in Lisbon
Price Range: £183 - £353 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Pestana Palace Lisboa 5*
Number of rooms: 194
Official Description (provided by the hotel):
Pestana Palace Hotel & National Monument, member of the "The Leading Hotels of the World", is a 5 star hotel in a 19th century palace located in the city of Lisbon, and its gardens, with a variety of plants and subtropical trees, are classified as "National Monument". ... more   less 
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Also Known As:
Pestana Palace Lisbon
Hotel Pestana Palace

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