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“Unpleasant feature of The Pestana Hotels”

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Pestana Palms Ocean Aparthotel
Ranked #15 of 86 Hotels in Funchal
Certificate of Excellence
Москва
2 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“Unpleasant feature of The Pestana Hotels”
Reviewed 8 November 2011

I want to warn you of an unpleasant feature of The Pestana Hotels. My story is about Pestana Palms 4* in Madeira. In September 2011 me and my husband decided to spend our summer holidays on Madeira. It is significant to note that we had already been to that place a year before. Everything was excellent (including the hotel – Pestana Palms) – that’s why we’ve decided to come back the second time. At once we’ve agreed that we go to Madeira again only on condition that it would be just the same hotel (remember it, it’s very important for understanding to what had happened subsequently), but if it’s not – we’ll go some other place we’ve never been before. So we were lucky enough, and our travel agency got the confirmation from Pestana Palms. It was a month before vacations. We were happy, but than…
When we reached the hotel reception with our trunks, tired as a dogs, we’ve got a nasty shock – they said there were no free rooms, so we should move to another hotel – Pestana Carlton! Only imagine our feelings that moment!
The same situation was with two yang ladies from Russia (notice that they booked their rooms in Pestana Palms in June!!!).
We’d been discussing the problem with the hotel director for about two hours and decided nothing. We all were so exhausted that finally had to move to Pestana Carlton and stay there. We just had no choice.
I should acknowledge for justice' sake that we were provided with the best services, additional advantages in Pestana Carlton, just as an excuse from the Pestana personnel for our misadventures. But I really didn’t expected a trick that kind from such a respected hotel chain!
So be careful if you are planning to visit Pestana Palms the second time or under somebody’s advice. May be you won’t be lucky twice… or maybe they just don’t like and don’t respect their regular guests for some reasons…
But I wish you to have good holidays anyway!
Olga I. (Moscow, Russia)

  • Stayed September 2011, travelled as a couple
    • Value
    • Service
Helpful?
8 Thank ikonnikova_olga
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PestanaPalms, Gerente de relações públicas at Pestana Palms Ocean Aparthotel, responded to this review, 16 May 2013
Dear Guest,
Firstly, we would like to thank you for choosing Pestana Palms for your last accomodation on the beautiful Madeira Island.
With regards to the comments adressed regarding your arrival day, we sincerely regret that we were not able to accomodate you in our hotel as per your reservation, but the hotel was in overbooking and we had to allocate you in the Pestana Carlton Madeira, a five star hotel.
We sincerely hope to have the opportunity to welcoming you back in our Hotel.
Kind regards,
Rubina Campos
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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486 reviews from our community

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Rating summary
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  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (136)
Date | Rating
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English first
Sutton Coldfield, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 2 November 2011

We booked this hotel because of its 4 stars, ocean location, and modern looking spacious apartment rooms (was said to have been refubished in 2010). We were offered a room on the ground floor overlooking the gardens and sea. The view was very pretty and the gardens are lovely. The room and reception area were disapointing in that they are tired, old fashioned and 3 star in appearance (though appliances modern). Our room was not at all like the room featured in the advert.

We asked for a modern room but the hotel was full. We were offered a room in another hotel in the Pestana group and accepted this offer. The staff were very helpful and polite and efficient in organising this transfer including transport. We stayed at the 5* Carlton hotel and enjoyed a sea view half board room there with which we were very happy.

  • Stayed October 2011, travelled with family
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Zedmen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PestanaPalms, Gerente de relações públicas at Pestana Palms Ocean Aparthotel, responded to this review, 19 September 2012
Dear Guest,
Thank you very much for your recent stay with us, and for sharing your comments.
We were glad that the change to another Pestana hotel fulffiled your expectations, and hope to welcome you back in our hotel in a near future.
With our kindest regards,
Rubina Campos
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
UK
Level 3 Contributor
12 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 16 October 2011

Just returned from a lovely week at Pestana Ocean Aparthotel. We are three adults and I had requested two bedrooms and two bathrooms, so we were delighted to be given a penthouse apartment overlooking the sea. It was a lovely bright apartment with two good sized bedrooms, one ensuite and the other with a bathroom just outside the door. The bedrooms and lounge opened out onto a big balcony from where we could watch the cruise liners coming and going into Funchal. Everywhere was clean and the rooms were serviced every day with sheets being changed several times during our stay and clean towels supplied every day, which doesnt always happen on apartment holidays. As an extra touch there were terry towelling gowns and slippers left presumably for use when using the hotel swimming pool. Although there were facilities for self-catering, apart from occasional snacks, we eat out with a plentiful choice of eateries round about. (The hotel menu seemed a bit on the pricey side). The fridge was handy to keep the wine and we bought a bag of ice at the supermarket across the road for the G&Ts. An added bonus was the breakfast included in the price of the apartment.

The staff in reception and the dining room were, without exception, friendly and helpful. In fact, the local people seemed intent in looking after their visitors, and we were very happy with the standard of service everywhere.

Unless you intend to stay at the complex for the duration of your holiday, I would suggest that, if you have mobility problems, this area may not suit you, as to reach restaurants, shops and the bus stops requires a walk up quite a long hill where the ground is very uneven in places. However for the less mobile, there are always plentiful taxis on the road outside the hotel. I dont think the fares are very expensive compared to some parts of the UK. Bus fares are cheap and its worth buying a multi journey ticket which is much cheaper than paying for each journey.

All in all a great autumn break and we would be happy to go back there again.
(Mary 61)

Room Tip: Ask for room in Tower which overlooks the sea
See more room tips
  • Stayed October 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank homecomer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PestanaPalms, Gerente de relações públicas at Pestana Palms Ocean Aparthotel, responded to this review, 19 September 2012
Dear Guest,
Thank you very much for your recent stay with us, and also for sharing all these details regarding your stay. It is a real pleasure to receive such comments.
We hope to welcome you back in our hotel in a near future.
With our kindest regards,
Rubina Campos
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Yorkshire
Level 4 Contributor
24 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 16 September 2011

This is mainly a timeshare resort but can be booked as they always have a few spare rooms.
The property is a little bit tired, we understand a refurbishment is due next year (2012).
Having said that this is a well set up hotel with it's own pool and access to the sea.
Reception and guest relations really do look after you, nothing is too much trouble.
Good location in the Lido area where there are any number of excellent restaurants.
Also within walking distance (about 2 miles to the cable car) to Funchal centre or local yellow busses are cheap (€1.10 per person per trip in the city) and regular.
Very enjoyable stay. The room was very comfortable and the self catering kitchenette well supplied.
Not much entertainment (we like this!!) and the bar prices were too high - local bars were cheaper and more interesting as well. If you can get a good deal you will not regret it.

  • Stayed August 2011, travelled as a couple
    • Value
    • Location
    • Rooms
    • Service
Helpful?
3 Thank Golfey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PestanaPalms, Gerente de relações públicas at Pestana Palms Ocean Aparthotel, responded to this review, 19 September 2012
Dear Guest,
Thank you very much for your recent stay with us, and also for sharing all these details regarding your stay. It is a real pleasure to receive such comments.
We hope to welcome you back in our hotel in a near future.
With our kindest regards,
Rubina Campos
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 3 Contributor
16 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 10 September 2011

Most of the rooms are time shares, but they seem to run a hotel as well. Lot of rules like no outside food anywhere except your room, no drinks outside unless from their bar. The bar prices are much higher than the little pub 100 meters away. Some nights, the evening music is too loud (in fact way too loud) so be ready.

No A/C in the rooms but you don't need it much. However there is a mandatory utility fee which is surprising with no A/C. It's a nice hotel in a great location but they squeeze you for charges. WiFi was costly, then only worked on my balcony.

I'd stay here again, but only if the price is right. I wish they'd at least match the outside bar prices, but they worry about "exclusivity". I guess that means they don't want the likes of people like me!

  • Stayed September 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank FrancisFord
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PestanaPalms, Gerente de relações públicas at Pestana Palms Ocean Aparthotel, responded to this review, 16 May 2013
Dear Guest,
Firstly, we would like to thank you for choosing Pestana Palms for your accomodation in the Madeira Island.
With regards to the comments adressed, please rest assure that all of them are already being taken in consideration.
Looking forward to welcoming you back in our Hotel, I remain.
Kind regards,
Rubina Campos
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Vilnius, Lithuania
Level 3 Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 18 July 2011

Hi all,
i stayed with my family at Pestana palms for 2 weeks (June 26-July 9 2011) and that was the best choice we made choosing this hotel. The main criteria were:
1. the position of hotel towards Funchal main activities (old town and promenade);
2. ocean access (with own swimming facilities);
3. general comfort of hotel (room spaciousness and equipment, activities).

1. So the position was the best you can imagine. It's settled between old town and promenade. If you want to eat out, so plenty of restaurants are approximately in 300 meters around hotel (best choice to have a cheap and tasty lunch was italian restaurant CASA ITALIA which is next to the hotel, around 20 meters uphill from the entrance. i hope they still have lunch offer from 12 till 3 o'clock 1/2 plate pizza+1/2 plate fresh salad only for 5,5 euros!!!). if you want to get to old town you do it on foot (it will take about 20 minutes) or by taxi (it will take you 2-3 minutes and will cost about 5 euros). also in front of hotel you can find PINGO DOLCE supermarket with rich choice of food and drinks in case you don't want to eat out.
2. as for keen swimmer for me ocean access was main criteria. that was great because this hotel has several own entrances to the ocean (1 platform + 2 ladders). many hotels in Funchal don't have own access to the ocean though they 5 stars and are in a first line and in that case you have to go to public beach (lido) and to pay for it.
3. general comfort and quality were great. very clean and spacious rooms with all equipment you need. and of course stunning ocean views :)
2 things that can be improved were breakfast and child activities. What concerns breakfast the food and service quality were perfect except variety - it could be better (they could add pancakes, fresh made juices (even for additional fee)). There are no baby activities at that hotel at all except swimming pool! I knew that and i am not complaining but small playground at least would be appreciated by my 14 months daughter :)
Anyway strongly recommend this hotel!
Alex, Lithuania, Vilnius.

Room Tip: We stayed at room 203 and we had a perfect view of the Funchal bay and the ocean.
See more room tips
  • Stayed June 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
9 Thank Alexasbalsys
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PestanaPalms, Gerente de relações públicas at Pestana Palms Ocean Aparthotel, responded to this review, 19 September 2012
Dear Guest,
Thank you very much for your stay with us, and also for sharing all these details regarding your stay. It is a real pleasure to receive such comments.
We hope to welcome you back in our hotel in a near future.
With our kindest regards,
Rubina Campos
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Moscow, Russia
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 10 July 2011

I spent 9 days in this hotel and enjoyed it much. I chose this hotel because of its locaion (just 20-25 minutes to the marina by walk and very close to the Lido promenade) and because the hotel has a direct access to the sea (which also was important to me). Members of the staff were kind and attentive. I didn't wait a minute when check-in (everything was prepared beforehand) and the same was when I checked out. It's the best place for those who are seeking for comfortable holiday with all necesary facilities around and definately for those who like to listen to sounds of the sea in the morning.

  • Stayed June 2011, travelled solo
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank Solotraveller34
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PestanaPalms, Gerente de relações públicas at Pestana Palms Ocean Aparthotel, responded to this review, 19 September 2012
Dear Guest,
Thank you very much for your stay with us, and also for sharing all these details regarding your stay. It is a real pleasure to receive such comments.
We hope to welcome you back in our hotel in a near future.
With our kindest regards,
Rubina Campos
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 Palms Ocean Aparthotel

Property: Pestana Palms Ocean Aparthotel
Address: Rua Gorgulho 15-17, Funchal, Madeira 9000-107, Portugal
Region: Portugal > Madeira Islands > Madeira > Funchal
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Spa Suites Swimming Pool
Hotel Style:
#12 Spa Hotel in Funchal
#15 Luxury Hotel in Funchal
#15 Family Hotel in Funchal
#19 Romantic Hotel in Funchal
Price Range (Based on Average Rates): £
Hotel Class:4 star — Pestana Palms Ocean Aparthotel 4*
Number of rooms: 76
Reservation Options:
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Also Known As:
Pestana Palms Ocean Aparthotel Hotel Funchal
Pestana Palms Ocean Aparthotel Funchal
Pestana Palms Ocean Aparthotel Madeira/Funchal

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