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“Great hotel and staff let down by poor management” 1 of 5 bubbles
Review of Porto Mare Hotel

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Porto Mare Hotel
Ranked #7 of 87 Hotels in Funchal
Certificate of Excellence
Hampshire
Level Contributor
14 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
“Great hotel and staff let down by poor management”
1 of 5 bubbles Reviewed 28 April 2014

This was our second stay at the hotel - the first being five years ago. Sadly it failed to re-deliver the initial experience.

When we checked in we were told that the room we had paid extra for (junior suite with sea view) was not available. Instead we were offered a room with a view of a car park and side road. The acting manager explained they had overbooked - and that no equivalent alternative was available.

Overbooking allows the hotel to eliminate the risks of vacancy - but this comes at the expense of the guest. 100% unacceptable. And being told "I am really sorry but there's nothing we can do" is not a solution.

Bearing in mind our children and ourselves had been up since 5 am, it took several hours after arriving until we were then given a room in a separate part of the hotel (with no sea view). Note that there was no room available at all when we arrived. There was no apology for this at all.

The room itself was spacious and clean, but every night there was noise coming from below the floor, apparently when the staff in the restaurant were clearing-up. On the Saturday night there was the incredible noise of drilling, loud music and hammering that began at midnight - waking several other guests as well.

I had to call down to the reception twice before anything was done. When I went to speak to the hotel the following morning, the same manager (a Neide Freitas) initially offered an extremely sympathetic apology, but there was no mention of any sort of compensation until I pushed the matter further.

The hotel staff, it should be said, were exceptionally helpful and friendly throughout, but thanks to a frankly awful policy on overbooking and a management that seems to want to fob-off unhappy visitors, there is no chance whatsoever of our going back to this hotel.

This is a great shame. But for the amount that we paid, we should have received a great deal more. Getting the room you paid for and no building work until 1:00 AM isn't too much to ask for. I absolutely can not recommend this hotel.

Room Tip: Insist on being far away from the ground floor - we were on level three but the restaurant was direc...
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  • Stayed April 2014, travelled with family
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
9 Thank Dave C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
antoniopais, General Manager at Porto Mare Hotel, responded to this review, 8 May 2014
Dear Guest,

Thank you for your feedback about your recent stay at Porto Mare hotel. We once again deeply apologize for a non-pleasant experience at our hotel. In fact there were some failures on our side.
At the time the options we had were offered, but I do understand that this type of situations should be avoided and also understand that there are not enough “compensation” scheme that can “delete” an experience like this.

We would be pleased to welcome you in future visit to Madeira if you reconsider us as an option and I would be most pleased to personally assist you on anything you might need.

Warm regards,

Muito obrigado,


. ..

ANTONIO PAIS
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Sleep Quality
    5 of 5 bubbles
  • Location
    4.5 of 5 bubbles
  • Rooms
    5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (564)
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Ayr
Level Contributor
157 reviews
42 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
5 of 5 bubbles Reviewed 23 April 2014

On first visit to Madeira and chose to stay on half-board basis at Porto Mare as we were unsure of local facilities.
The hotel was everything we expected and more. Room was large, clean and comfortable and our only 'niggle' was that the extractor fan in the bathroom did not clear the steam quickly enough which meant everything ran with condensation after having a shower.
We chose to eat in the Restaurante Atlantida, buffet service, every day because the range and quality of the food was excellent. Again the range and quality of the food at breakfast was excellent with cereals, fresh fruit, cold meats, cheeses and the usual cooked options. Dinners have a different theme each night, Portuguese, Italian, Mediterranean, Fish, etc., and we found this suited our tastes each night. Restaurant staff, in fact all the hotel staff, were polite, efficient and, of course, multilingual. This was a great help when the clients were from several different countries.
Spa, swimming pool, gym, etc. all looked clean and tidy but we did not use any of these facilities and therefore can't comment further.
Grounds are beautiful and well maintained. Views over the pools, gardens and out to sea are wonderful. There is a promenade which can normally be used to walk to the centre of Funchal but this seemed to be undergoing a bit of maintenance when we visited. It will also take you west out of Funchal along the coast.
We toured most of Madeira by bus to get an idea of our surroundings and we were not disappointed. It would make an excellent venue for a walking holiday but, on this occasion, we were not equipped for such an adventure.
We would like to make a return visit in future to enjoy again this wonderful hotel and the island of Madeira. Unfortunately, like many popular resorts, there is a 'hotel quarter' in Funchal which consists of block after block of concrete edifices and, of course, it is full of tourists.

Room Tip: Most rooms face the sea and the choice of room depends of the time of day you wish your balcony to b...
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  • Stayed April 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank pippin33
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
antoniopais, General Manager at Porto Mare Hotel, responded to this review, 8 May 2014
Dear Guest,

Many thanks for staying at tour hotel and for such a comprehensive review about your recent first visit to Porto Mare hotel.

We are really happy to learn that you had such a very positive holiday experience with us and we will be most pleased to welcome you in a future visit to our Island.

Warm regards

Muito obrigado,

. ..

ANTONIO PAIS
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 21 April 2014 via mobile

This is a first class hotel staff a great facillities are excellent great for adults with many restaraunts nearby. We have been returning to this hotel year after year.The hotel has good entertainment every night which is varied to suit all tastes. Would recommend to anyone looking for a relaxing holiday.

Stayed May 2013, travelled as a couple
Helpful?
1 Thank Alan W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
antoniopais, General Manager at Porto Mare Hotel, responded to this review, 8 May 2014
Dear Guest,

Thank you for your support by staying with us so many times and also for sharing your feedback about your holiday experience at Porto Mare.

It is rewarding to know that you keep enjoying it.

See you soon,

Warm regards,


Muito obrigado

. ..

ANTONIO PAIS
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 21 April 2014

The standardi of the hotel has stayed at its normal excellent leveä. Service is splendid and the personel is vero friendly. Its easy to emoyhtiö yourself.
This time the man with his falcon was vero interesting to see daily!

  • Stayed April 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Pentti H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
antoniopais, General Manager at Porto Mare Hotel, responded to this review, 8 May 2014
Dear Guest,

Just a short note to thank you for the feedback about your recent holidays at Porto Mare hotel and happy know that overall you have enjoyed it

It will be a pleasure to welcome you whenever you decide to revisit us.


Warm regards,

Muito obrigado

. ..

ANTONIO PAIS
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Copenhagen, Denmark
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed 18 April 2014

The Porto Mare offers very good value for money, and is worth a visit for the sake of the gardens alone! It
is situated in a magnificent Botanical Garden, filled with a wide variety of trees, shrubs and flowers - labelled with both common and latin names. A section devoted to orchids, in a shaded dale, is particularly entrancing, and the chef gathers herbs each morning from a small kitchen garden...
This comfortable and spacious hotel is "green" in other ways, as well: each day, falcons are flown in the gardens to discourage pigeons and gulls. (In consequence, no traps or poisons need be used.)

  • Stayed March 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank Olivia C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
antoniopais, General Manager at Porto Mare Hotel, responded to this review, 8 May 2014
Dear Guest,

Thank you for your support by staying with us and also for sharing your feedback about your holiday experience at Porto Mare. We are really pleased to know that overall you took a positive impression of our hotel. The garden are in fact one of the characteristics that differentiate us from the other hotels nearby. So good that you took profit of it.

See you soon,

Warm regards,


Muito obrigado

. ..

ANTONIO PAIS
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Maidenhead, United Kingdom
Level Contributor
53 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
4 of 5 bubbles Reviewed 17 April 2014

This is a very nice hotel and suits its 4 star status, It has a very spacious vibe. I am guessing other competitive local hotels lack the space both inside and out as this area is a bit cramped for real estate. A few reasons why I have not scored a five.... Firstly the 'free welcome drinks' turned out to be a sales pitch for a time share which was promptly followed up by a brochure under the door and an internal call from the sales rep, Also the rush for tables for breakfast around 0930 means rarely they were ready for families of four to appear and expect a table to be laid out, and the 'holiday student' waiting staff did not have the residents' experience at the top of their agenda in this situation. Our water supply was often slightly earthy. There is no beach for miles but that seems to be an issue for all of Madeira. Whilst the hotel generally lacks character the other facilities like restaurants, pools, spa treatments etc, will leave you feeling classy in what is generally quite a run-down island but one that provides plenty of atmosphere and nice scenery.

  • Stayed April 2014, travelled with family
    • 5 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank Martin A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
antoniopais, General Manager at Porto Mare Hotel, responded to this review, 8 May 2014
Dear Guest,


Thank you for being at our hotel and for your review shared with so many other people.
I have taken good note of the issues mentioned by you and promise good attention to it.

We will always be pleased to see you around, whenever you decide to come to madeira.



Warm regards,

Muito obrigado,

. ..

ANTONIO PAIS
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
York, United Kingdom
Level Contributor
22 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed 17 April 2014

This is the first time that we visited Madeira but it will not be our last. The hotel was excellent. We had a superior room which overlooked the swimming pools and the sea, giving us good sunset views. The beds were enormous and very comfortable. The bathroom had a shower and a bath and was very clean. The chamber maids came in everyday. We had half board and the food in the Atlantida restaurant was good and varied and the waiting staff were very efficient and friendly. The hotel is well situated - the centre of Funchal being only a 30 minute walk, but buses stop right outside the hotel on a regular basis. The walk is very steep at times! We would recommend this hotel.

  • Stayed April 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Lyn B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
antoniopais, General Manager at Porto Mare Hotel, responded to this review, 8 May 2014
Dear Guest,

First of all thank you for your support by staying with us for the first time visit to Madeira.

Thank you also for the positive feedback regarding your recent stay at Porto Mare hotel and happy to learn that you have enjoyed it.

We will be most pleased to welcome you for the second holiday experience.

Warm regards,

Muito obrigado,


. ..

ANTONIO PAIS
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 Porto Mare Hotel

Property: Porto Mare Hotel
Address: Rua Simplicio Passos Gouveia, 21, Funchal, Madeira 9004-565, Portugal
Region: Portugal > Madeira Islands > Madeira > Funchal
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Spa Hotel in Funchal
#5 Business Hotel in Funchal
#7 Luxury Hotel in Funchal
#10 Romantic Hotel in Funchal
#11 Family Hotel in Funchal
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Porto Mare Hotel 4*
Number of rooms: 198
Official Description (provided by the hotel):
The Porto Mare hotel occupies the central wing of the Vila Porto Mare resort and benefits from the use of all its facilities. There are many different corners and atmospheres here ... something new to discover every day. The rooms combine views over the ocean with tropical gardens. Four restaurants, six bars, an ice-cream parlour, five pools, SPA, sports and children's facilities... ... more   less 
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Also Known As:
Porto Mare Funchal
Porto Mare Hotel Madeira/Funchal
Porto Mare Madeira

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