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“not what it seemed”

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Pestana Carlton Madeira
Ranked #32 of 88 Hotels in Funchal
Certificate of Excellence
Reviewed 25 June 2012

Promised much and delivered little, service was very poor in all areas of the hotel, - the waiter in the pub was one of the rudest and slowest members of staff ive ever come across.
breakfast staff were pleasant but nothing more, pool bar staff also pleasant but very slow.

room was large, bright and airy and also very clean, however despite them knocking on your door about 10 times a day, they never refilled items that had been used, we continually had to phone for coffee, towels and toiletries - also for a 5 star hotel the toiletries were lacking.

the pool area was undergoing maintenance which we were not informed about when booking so it was noisy all day long.

it is a very large and impersonal hotel, restuarants did not offer the food choice you would have expected nor the standard. it is also a very strange lay out, charging for wifi not a plus.

it also says it is only 10 minute walk in to town, which was one of the reasons we booked it - this is not true, its a good 20 minutes.

Room Tip: stay somewhere else.
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  • Stayed: June 2012, travelled as a couple
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2  Thank marjandhomer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GSMPCM, Guest Relations Manager at Pestana Carlton Madeira, responded to this reviewResponded 21 January 2013

Dear Guest,
We begin thanking you for your review in the Tripadvisor web page.
The Pestana Carlton Madeira Hotel benefits of a privileged location and it is known as one of the most emblematic five stars hotel in Funchal.
Regarding our offer and services, we always try to keep our hotel up to the standard and we sincerely regret to hear that we have not managed to fulfill your expectations.
We take this opportunity to present our most sincere apologies for falling short, and hope to have the opportunity to welcome you again.
With kind regards,

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1,388 - 1,394 of 2,464 reviews

Reviewed 19 June 2012

The weather and hotel was excellent but the food was non existent.

  • Stayed: June 2012
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2  Thank abackx18
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GSMPCM, Guest Relations Manager at Pestana Carlton Madeira, responded to this reviewResponded 21 January 2013

Dear Guest,
The Pestana Carlton Madeira Hotel would like to thank you for your review.
Your opinion is very important to us, and we feel very sorry for your disappointment with the food. We sincerely apologize for all the inconvenience and we can assure you that we will do our best to improve, in order to meet our guests’ satisfaction.
We look forward to welcome you again in the near future.
With kind regards,

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Reviewed 16 June 2012 via mobile

Hotel staff very welcoming and friendly. However Hotel's set up rather impersonal. Restaurants need to have better quality food. Charging for Wifi not a plus. The atlantic pool site does not have the upmarket feel of the garden pool area. Although generally good value for money, a some of the light fitting in reception need to be made a bit more sophisticated to fully be what you expect of being 5 stars.

  • Stayed: June 2012
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1  Thank Smilebunny123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GSMPCM, Guest Relations Manager at Pestana Carlton Madeira, responded to this reviewResponded 21 January 2013

Dear Guest,
Pestana Carlton Madeira Hotel would like to thank you for your review.
Achieving quality and our guests’ satisfaction is our daily goal.
It is really a fact that the hotel dates from 1972, but we are proud to say that the hotel has been subject to renovations through the years in order to accompany the times and fulfill our guests’ expectations.
We also take this opportunity to inform that Wi-fi is now available by the Reception area free of charge.
Should you wish to return to Madeira, it will be a pleasure to welcome you again in our Resort.
With kind regards,

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Reviewed 10 June 2012

Have just come back from a weeks stay in the Pestana Carlton and have got to say it was one of the most relaxing holidays we have experienced. From the moment we arrived at the Hotel the staff were very friendly and efficient. We were immediately offered an upgrade if we so wished(at an extra cost) but we declined as the view we had was very good.The pool area is very good and if you require an umbrella it is available straight away. The reception staff are very efficient and helpful at all times. The Old T.own is only a 10-15 Minute walk away with plenty of superb restaurants. we would have no hesitation in recommending this Hotel and will be returning ourselves sooner than later

Room Tip: Rooms facing the mountains tend to be a bit nosier.
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  • Stayed: June 2012, travelled as a couple
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6  Thank Beps51
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GSMPCM, Guest Relations Manager at Pestana Carlton Madeira, responded to this reviewResponded 21 January 2013

Dear Guest,
The Pestana Carlton Madeira Hotel thank you very much for your review and for sharing with us the experience you have enjoyed.
We were delighted to read your comments and your kind words regarding the team will serve as an incentive for all.
On behalf of all we thank you immensely and look forward to welcome you in the near future.
With kind regards,

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Reviewed 9 June 2012

One of our yearly timeshare visits 14th May to the Madeira Beach Club in the Carlton for 2 weeks and as good as ever. Terrific facilities and near to Funchal.Probably considered old-fashioned by the youger set.

Room Tip: Always choose sea view as inland view shady and traffic noise.
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  • Stayed: May 2012, travelled as a couple
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1  Thank 15thc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GSMPCM, Guest Relations Manager at Pestana Carlton Madeira, responded to this reviewResponded 21 January 2013

Dear Guest/Owner,
Thank you very much for your positive review about you last stay and also for your kind loyalty to the Pestana Carlton Madeira hotel.
We hope to have the pleasure of your future visit soon.
With kind regards,

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Reviewed 8 June 2012

I stayed here with my boyfriend for a week in May. On arrival we were told that the hotel was full so we had been given a free upgrade to a pool view room (we had booked mountain view). This was a great bonus as the pool view rooms are alot nicer than the mountain view ones (which look out over roads with mountains/Funchal in distance) especially as we were on the ground floor with sliding doors opening out onto a little porch and then the pool! I would recommend stretching to a pool or sea view if you can afford it when you first book.
The room itself was lovely - huge, comfortable bed, wooden floors, sofa and chairs, large marble bathroom etc. No complaints there.
We had chosen the bed and breakfast option which I would highly recommend as there are plenty of nice restaurants to try in Funchal and from looking at the other reviews on here, food doesn't seem to be the hotel's strongest point. The breakfast, however, was good - fresh fruit, breads, cereals, cakes, pancakes, cava if you wanted and a cooked breakfast. It was particularly nice that you could eat on the terrace overlooking the sea.
For me the hotel's best feature were the two enormous seawater pools which never seemed busy. The higher pool is surrounded by colourful plants and flowers and the lower pool (at sea level) is great for "serious" swimming. I also really liked the outside bar, games room and gym facilities (though the latter a little dated and need of a refurb).
From the outside this hotel looks very ugly but inside it is alot nicer than you would think. Staff were always courteous and helpful and it's location is perfect - walking distance to Funchal centre.
My only gripes are that they seemed a bit stingy with things I would expect to be free or at least cheaper in a five star hotel eg tea/coffee, parking, WiFi. All in all I think four star would be a more accurate rating but I nevertheless had a lovely time here.

Room Tip: If you do get a mountain view room request one on a high floor - some of them literally have balconi...
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  • Stayed: May 2012, travelled as a couple
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2  Thank the_travelling_mouse
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GSMPCM, Guest Relations Manager at Pestana Carlton Madeira, responded to this reviewResponded 21 January 2013

Dear Guest,
We thank you very much for taking the time to share your feedback on Tripadvisor about your stay at the Pestana Carlton Madeira Hotel.
We were delighted to know that you have enjoyed a lovely stay and especially your room, we are glad to offer an upgrade whenever is possible depending on the season and occupancy. But surely we agree that it is better to reserve right away a pool and/ or sea view because of the marvelous view we have to offer.
Thank you very much for your comments regarding the Food & Beverage department; we will take all possible measures to avoid such comments in the future.
Concerning the coffee & tea facilities, it is true that we only offer this service upon arrival but with a considered amount of tea and coffee bags, and regarding the park, as the hotel benefits of a very central location, this is the only way to guarantee parking space for our dear guests only. However, we are very happy to let you know that the wi- fi is now free of charge by the Reception area.
We are also certain that as mentioned the pools (now 4 with the new indoor pool) are considered a big plus, increasing our offer to our dear guests.
We look forward to welcome again in the near future.
With kind regards,

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Reviewed 7 June 2012

Good location and very clean. Lovely sea view room over looking the pool and a huge, comfortable bed. Breakfast was very good with a fresh selection of everything. Loved the 3 pools and the gym/suana area was aslo good. A bit dated inside and they wanted to charge 5 euros and hour to use an iron! We were flabergasted, and the tea and coffee is a one shot deal - 6 euros to replace 2 sachets of nescafe!Really not impressed with that and very money pinching. Apart from that we enjoyed the weeks stay, we did not eat in the Hotel as the "taverna" area would have been better suited to a mueseum, loads of excellent places to eat outside and in Funchal.

  • Stayed: May 2012, travelled as a couple
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Thank Nickh777
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GSMPCM, Guest Relations Manager at Pestana Carlton Madeira, responded to this reviewResponded 21 January 2013

Dear Guest,
Thank you very much for you feedback. We are very happy to hear that you have enjoyed your stay at the Pestana Carlton Madeira Hotel.
Your opinion is very important for us and rest assured that good notice of your comments has been taken. We are very happy to inform that the hotel and the Pestana Group is in fact celebrating 40 years this year and it all begun here at the Pestana Carlton Madeira Hotel. Through the years the hotel has been renovated always when possible, between 2006 and 2008, we had the chance to renew the rooms and public areas, this summer we opened a brand new indoor pool, with beautiful relaxing rooms and a new Jacuzzi, and at the moment we are renewing the Reception area and Taverna Bar. We can guarantee that the news do not stop here.
We hope to have the opportunity to welcome you soon, and you can then benefit of all the new areas.
With kind regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Pestana Carlton Madeira

Address: Largo Antonio Nobre, no 1, Funchal, Madeira 9004-531, Portugal
Region: Portugal > Madeira Islands > Madeira > Funchal
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool
Hotel Style:
#5 On the Beach Hotel in Funchal
#6 Business Hotel in Funchal
#10 Family Hotel in Funchal
#23 Spa Hotel in Funchal
#27 Romantic Hotel in Funchal
#31 Luxury Hotel in Funchal
Price Range: £72 - £170 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Pestana Carlton Madeira 5*
Number of rooms: 290
Official Description (provided by the hotel):
The Pestana Carlton Madeira is a luxurious and charming 5-star hotel in the city of Funchal, on the island Madeira with views of the sea, garden, swimming pool or Funchal bay. It's only 10 minutes on foot from the city centre, with a private car park available for a fee. It features two enormous outdoor saltwater swimming pools, direct access to the Atlantic ocean, and a dive centre where you can experience your first underwater adventure and take boat excursions. For deeper relaxation, you can take advantage of all of the services available at the Spa, including the 25-foot indoor swimming pool, Jacuzzi, Turkish bath and relaxation rooms where you can enjoy a Magic Spa treatment. The hotel features Wi-Fi, four restaurants and two bars. ... more   less 
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Also Known As:
Pestana Carlton Madeira Funchal
Carlton Hotel Madeira

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