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“Good Hotel great location with only a few negatives”

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Pestana Casino Park
Ranked #32 of 88 Hotels in Funchal
Certificate of Excellence
Reviewed 15 May 2014

We stayed for a week here for the first time at this hotel although we have visited Madeira before. The hotel has a great location just a short walk in to Funchal and if you opt to pay the premium great views over the harbour and out to sea. It's great to get up in the morning go out on the balcony and sea which cruise ships have arrived. The pool are is very nice with plenty of sun-beds either around the pool or in the gardens. We opted for bed and breakfast which was a good option, the breakfast is ok but nothing special, also getting the staff to set a table or bring you anything other than warm tea can be a challenge at times so going out to eat in the evening was a good choice. There are plenty of good restaurants within easy walking distance to suit all tastes.

We had a few issues on check in with room not ready until after 2.00pm (we checked in at 1.55pm) I pointed this out that would it be ready at 2.00pm no I was told it would be an hour as it's impossible to get rooms ready on time on busy days having explained we expected a room at 2.00pm I was told its after 2.00pm and 3.00pm is after 2.00pm and that's when it would be ready so comeback then! Interesting customer service to say the least. They also managed to loose our luggage in the Hotel even though I repeatedly told then they had taken our luggage without any markings or a receipt. We got a room at 3.00 and our luggage at 3.30 we did not like the room overlooking a back street so opted to upgrade to a sea view room but beware it's 40 euros per night extra. To be fair to the hotel at this point the manager stepped up after hearing our story and upgraded us at no cost so they did their best to put it right and everything was ok in the end.

The negatives, the Wi-fi is only available in public areas and the service level is terrible and on one day it was down completely so if it's vital you need to keep in touch while you are away then you may need to look elsewhere.

Conclusion it's not a bad hotel and location is good, better to opt for a sea view and if you can live with the lack of an acceptable Wi-fi service you will be fine. We would visit again at the right price but at full cost there are better hotels in the area.

Room Tip: Sea view rooms overlooking the harbour are great.
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  • Stayed: April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank joychr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
josecarlos_fernandes, Manager at Pestana Casino Park, responded to this reviewResponded 22 May 2014

Dear Guest,
Thank you very much for your feedback. Your constructive comments have already been shared with our management team and we promise to focus on improving them.
We do sincerley hope you will give us another opportunity to host you in Pestana Casino Park Hotel, where no efforts will be spared to make your stay a most enjoyable and memorable one.

Yours sincerely

José Carlos Fernandes
Manager
Pestana Casino Park Hotel

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Reviewed 15 May 2014 via mobile

Just returned from Pestano casino it's in a great location and the gardens are just lovely!
We enjoyed the food (half board) with the evening meal offering a good variety of dishes.
Our room 555 was clean and was well kept throughout our stay. The view even sat up in bed was just gorgeous ! Sea, garden and funchal even at night very pretty. Our room however really needed refurbishment it was a bit shabby ( cushions on balcony chairs only fit for the bin!). This was not 5 star quality ! That aside we had a great holiday!

Stayed: May 2014, travelled as a couple
2  Thank Sheila C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
josecarlos_fernandes, Manager at Pestana Casino Park, responded to this reviewResponded 22 May 2014

Dear Guest,
Thank you very much for your very positive comments about our services, facilities and staff at the Pestana Casino Park Hotel.
Thank you very much for sharing your opinon about our hotel with others.
The fact you have enjoyed your stay with us and took the time to gives feedback it’s the best award we can get and that’s what makes work even harder to meet all our guests’ expectations! Thank you!
We now look forward to the pleasure of meeting you back soon.
Best regards

José Carlos Fernandes
Manager
Pestana Casino Park Hotel

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Reviewed 7 May 2014

I really don't believe this hotel justifies 5-star status. A particular gripe was the dark and gloomy rooms, corridors and even public areas. Better lighting would really help. We liked to play cards in the bar area but there was only one table where there was enough light to see your cards.
The outdoor pool was stunning to look at, and plenty of sunbeds to go round, but despite claiming to be heated it was really too cold to swim comfortably. The indoor pool was much warmer with fun water features, but not much good for lengths, and again dark and gloomy.
Buffet breakfasts were excellent with loads of choice and plenty of coffee or tea. But you have to arrive early to avoid queueing if the hotel is busy. (Seemingly because the couldn't clear the tables fast enough rather than any shortage of seating). We didn't eat here in the evening as there are plenty of good restaurants nearby.
Apart from the lighting the room itself was comfortable and quiet. A shame that they booked the four of us into two adjacent rooms without a connecting door - we each had a connecting door into someone else's room - bizarre!
Wi-fi was only available in lobbies and not in the rooms - again not what you should expect in a 5-star establishment.
The setting was excellent - great views over the harbour and town, and the closest of the big hotels to the centre of town.
Our deal through an internet booking agency was pretty good value, so overall I would recommend if you can get a fair price.

  • Stayed: April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
3  Thank WhycantIbemyself
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
josecarlos_fernandes, Manager at Pestana Casino Park, responded to this reviewResponded 22 May 2014

Dear Guest,
Thank you very much for your feedback. Your constructive comments have already been shared with our management team and we promise to focus on improving them. Comparing hotel star rating as a 5 star hotel we have the best value for money in Madeira.
We truly value your comments as they help us to continually monitor and upgrade the quality of our service.
We would like to have another opportunity to welcome you soon to Pestana casino Park Hotel, where we will do our utmost to make your stay a most enjoyable and memorable one.
With warmest regards

José Carlos Fernandes
Manager
Pestana Casino Park Hotel

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 May 2014

I missed out on staying here many year ago and aways fancied giving it a try. Glad to say in recent years it's had a total refurb with rooms fully up to date and much LED lighting. Before I go on to rave about the place I will highlight some areas I think they could improve on. The falcon does his job to a degree, but having staff to clear tables outside a little quicker would stop the pigeons. I witnessed food left out for at least ten minutes which did give the pigeons too much of a chance. My second gripe would be the sunbeds - They aren't comfortable and are in need of an upgrade, I would expect something better at a five star hotel. That said I found the hotel excellent in all other areas, the staff were very helpful, wanting to do anything to make you welcome and offering truly excellent service. The main restaurant is very large and benefits from a great view, it is buffet style - but great food. Personally I don't like buffet, but this was a good buffet. At the time of year I visited April/May) they have their alternative Sunset restaurant open only on Fridays and Saturdays, but I gave it a try. This is an la carte with a few extras. Not busy the night I tried it partly because most people like the concept of buffet and maybe because people either weren't aware of the alternative of just don't like paying any more. A glass of madeira supplemented my wine. Great value local wine Seical red at 23 euro a bottle. If you are staying here half board you receive a 17.50 euro credit against your bill. It's possible to pay nothing more. But my choice was to pay a little more and get great food.
Lobster bisque wonderful fresh lobster and croutons arrive at table then the turine of 'soup' is ladelled into the awaiting dish expertly done by the very professional and friendly service of Luis. The Surf and turf is king prawns perfectly served pre trimmed for eating though cleverly done with the head still attached. My steak perfect and tasty. After the two courses (with the extra little tasters) I was too full to try a desert. I've focused too much on the food, but this is a truly great hotel, not as intimate as Reids but far better value. I hope Pestana can continue to restore/maintain this hotel to its five star level. I will be back.

Room Tip: The lower numbered rooms on each floor are closer to the sea and have a better view, I was in 141 an...
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  • Stayed: April 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
4  Thank HartM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
josecarlos_fernandes, Manager at Pestana Casino Park, responded to this reviewResponded 22 May 2014

Dear Guest,
Many thanks for your fantastic review about or beautiful hotel.
Pestana Casino Park Hotel is indeed a very special place and your kind words will incentive us further, to keep striving for more and better to our guests.
I am glad that you have enjoyed your holiday with us and you are thinking to come back and make part of the wonderful Casino Park family.
Look forward to your next visit.
Best regards from the island of flowers.

José Carlos Fernandes
Manager
Pestana Casino Park Hotel

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 May 2014

Just spent 2 nights here before moving to Pestana Promenade for a week. Decided to fly weekend before our main week. This allowed a later Saturday flight without having to get up at the break of dawn. Had not stayed at the casino before. We were upgraded to suites on arrival...a great experience in itself. Breakfast was magnificent. Close proximity to funchal and the flower processions. Now writing this at the promenade waiting for our apartment to be ready. Really hot weather

Stayed: May 2014, travelled with family
3  Thank MikeMason
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
josecarlos_fernandes, Manager at Pestana Casino Park, responded to this reviewResponded 22 May 2014

Dear Guest,
We would like to thank you for you valuable comments and kind contribution on Tripadvisor.
We are more than happy to read that you have enjoyed your time in Madeira and really thank you for choosing our beautiful hotel.
Myself and the whole Pestana Casino Park Hotel family look forward to welcome you again in a not too distant future.
Assuring you of our best attention at all times we remain with kindest regards from the Sunny Madeira!

José Carlos Fernandes
Manager
Pestana Casino Park Hotel

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 May 2014

Overall I cannot fault this hotel. The location has to be the best in Funchal overlooking the harbour the bay and the town. Walking into the town is a lovely experience through the immaculate gardens. However if you are not a good walker the journey back to the hotel is up hill and I would suggest the bus of which there are plenty.
The staff are friendly, extremely helpful and courteous. The buffet meals are indeed wonderful. I read some sad reviews concerning the standard of food in this hotel all of which I deemed unfounded. The hotel is clean and beautifully kept albeit requiring some updating but we were not concerned about that. It was a very nice, pleasant and relaxing place to stay. My only regret was we only stayed one week.
If I had to be critical, the live music in the evening was too loud. On these occasions the music should be background music. Some musicians thought they were giving a concert and were too zealous. The musicians need to be advised that guests do like to talk to each other in the evening. Listening to each other became impaired alas. This is not the hotels fault just lack of thought by the entertainers, but not all.
We shall be returning later in the year but this time for two weeks minimum.
Well done to all in this hotel who made our holiday such a pleasureable experience. Thank you.

Room Tip: I would suggest ask for a quiet room, not a room over the lounge area where the live entertainment i...
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  • Stayed: April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
4  Thank John W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
josecarlos_fernandes, Manager at Pestana Casino Park, responded to this reviewResponded 5 May 2014

Dear Tripadvisor Reviewer,
Many thanks for your fantastic review about our beautiful hotel.
Pestana Casino Park Hotel is indeed a very special place and your kind words will incentive us further, to keep striving for more and better to our guests.
I am glad that you have enjoyed your holiday with us and that you are thinking to come back and make part of the wonderful Casino Park family.
Looking forward to your next visit, where no efforts will be spared to make your stay a most enjoyable and memeorable one again we remain with kindest regards from the island of flowers.

José Carlos Fernandes
Unit Manager
Pestana Casino Park Hotel

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 April 2014

We have just returned from a great short break to this Hotel. The Hotel itself is spotlessly clean everywhere. Our room on 3rd floor overlooked the beautiful tended gardens with a great side view of the infinity pool, harbour & sea view beyond. The room was spacious with a double basin in the bathroom & separate toilet. The indoor pool was fantastic. The water was warm, the Jacuzzi great & plenty of sun loungers to relax. The outside infinity pool was great, if a little cold ( it was April though) & again plenty of sun loungers. No having to save them & also choice of pool area or garden.
Breakfasts were great. Fab selection of breads, cold meats, cheeses, salads, fruits, cereals. Also eggs(fried,scrambled,boiled or omelettes) bacon,mushrooms,tomatoes, sausages etc.
Great places to visit are: !) A cable car to Monte(from old town behind fish market). The views are breathtaking. Also visit the tropical gardens & the church up there.. This trip is not complete without a ride back down on the toboggan. Expensive @ 30euros for two but great fun. Two men dressed in venetian costume on the back of the basket that steer & use their rubber soled shoes as a brake..
2) Blandys Wine Lodge. An interesting tour of how the Madeiran wine is made & the history.
3) The fish & fruit market. Expensive but great to visit.
Also many great restaurants especially through the old town where the restaurants have painted doors by artists local & from Europe.
Maderia is wonderful. So clean, the prettiest island I know. The weather in April was 28degrees during the day & 18degrees in the evening.The Hotel is in a great location for the views but beware the very steep hill especially on the way back from the town. We would recommend this Hotel.

  • Stayed: April 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
5  Thank Jan E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Pestana Casino Park

Address: Rua Imperatriz D. Amelia 55 | Quinta da Vigia, Funchal, Madeira 9004-513, Portugal
Region: Portugal > Madeira Islands > Madeira > Funchal
Amenities:
Bar / Lounge Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Business Hotel in Funchal
#24 Spa Hotel in Funchal
#25 Family Hotel in Funchal
#31 Romantic Hotel in Funchal
#31 Luxury Hotel in Funchal
Price Range: £69 - £140 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Pestana Casino Park 5*
Number of rooms: 379
Official Description (provided by the hotel):
The Pestana Casino Park is a 5-star hotel in Funchal, Madeira, surrounded by 15,000 m² of private gardens. Designed by world-renowned master architect Óscar Niemeyer, this hotel is adjacent to the Funchal bay cruise port. Plus, it is only 5 minutes on foot from the city centre and the epicentre of the city's social and cultural life. Its privileged location on the shores of the Atlantic Ocean makes it one of the most famous hotels on the island of Madeira. It features an infinity swimming pool, gardens with peaceful alcoves, a private car park available for a fee, a Spa where you can schedule a massage and/or Magic Spa treatment, and an indoor swimming pool with water jets, jacuzzi, Turkish bath, sauna and gym. You can enjoy four restaurants and bars with views overlooking the tennis court and access to the Casino da Madeira, with games, shows and a nightclub. All rooms have Wi-Fi and a private balcony. ... more   less 
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Also Known As:
Pestana Hotel Park
Pestana Casino Park Madeira/Funchal

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