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“Pestana? Bestana!”

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Pestana Porto Santo All Inclusive
Reviewed 17 June 2014

My partner and I stayed at this hotel for a week and we couldn't have been happier with it. The hotel is just 15 minutes from the airport and although there was a queue to check in, we were offered drinks as soon as we got off the coach and the whole process was smooth and efficient - a member of staff went ahead and took our cases to our rooms for us, and even though we didn't arrive at the hotel until after 9pm there was still plenty of time to hit the buffet.

Room - We had a lovely surprise when we got to our room and found that instead of the double room we had booked, we had been upgraded to a suite! We were in Villa 5 on the first floor and had a balcony with a lovely view of the mountains. It was also really quiet so we had a good, undisturbed sleep every night.

Location - The hotel is right on the beach - just go past the pool bar and through the gate, and a gorgeous, quiet beach is there waiting for you. Turn right for more peaceful beach, or go left for a lovely 40 minute walk to the main village.

Food - The buffet offered standard continental breakfast, bacon and eggs etc, all good stuff, and a pretty good selection to choose from in the evenings, e.g. a few different meats, at least two types of potatoes, a different type of rice every night, and some really nice desserts! If you're peckish for lunch in the afternoon the burgers at the pool bar are good, too. We also tried the Italian a la carte restaurant and the Medeiran a la carte restaurant - the former wasn't anything special but if you like steak, the beef kebab at the Medeiran is a must-have.

Hotel facilities/grounds - The hotel looks great from the outside, with a really nice, quiet outdoor pool that has a sheltered indoor section to it that's great to sit in if it's a bit windy out. The hotel has done a good job of separating the noisier, more child-friendly part of the pool with the entertainment, away from a much quieter and more peaceful area. We didn't use the spa or indoor pool but that also looked really nice.

Entertainment/bar - The entertainment was good; either sit inside and watch and enjoy the atmosphere, or you can sit outside on the balcony and listen to the entertainment in the background - the female acoustic guitarist was good and the music quiz was fun, too. We also had fun sampling a few of the cocktails in the bar!

We would also recommend the 4x4 safari excursion which we booked through Thomson. It takes you all around the island so you can see the differences between the north and south of Porto Santo, and you can get some really good pictures from up in the mountains.

Other nice little touches included waiter service for drinks at the pool bar; a wave or a hug from the blue tiger before we got on the coach to leave; and a speaker in our bathroom linked to the TV, so you can keep listening while you brush your teeth! The staff were all really friendly, whether at the reception, in the restaurant or at the bar. If we were to visit the island again we wouldn't think of staying anywhere else!

  • Stayed: June 2014, travelled as a couple
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8  Thank Sam R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Martins J, General Manager at Pestana Porto Santo All Inclusive, responded to this reviewResponded 20 June 2014

Dear Customer,

Thank you for sharing this very detailed review regarding your recent stay at Pestana Porto Santo All Inclusive & Spa Beach Resort.
It was real pleasure having you as our Guest and to being of service, and we look forward to your next visit and to offering you more ‘Memorable Moments’.
Kind regards,

João Martins
Area Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Reviewed 17 June 2014

Brilliant hotel, cannot fault it one little bit, staff great, grounds spotless, entertainment as what you would expect at this type of hotel, Hugo makes the best mojito ever, you can use the sister hotel but we preferred the pestana, beach great but you do have to pay for sunbeds, will we go back? YES

  • Stayed: June 2014, travelled as a couple
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4  Thank MJ47
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Martins J, General Manager at Pestana Porto Santo All Inclusive, responded to this reviewResponded 20 June 2014

Dear Guest,

We appreciate your comments regarding your stay at Pestana Porto Santo.
It is always a pleasure to receive positive and constructive feedback and we hope to have the opportunity in the near future to welcome you again.
I will share your comments with Hugo, who I am certain will be encouraged by your remarks.
Thank you again for sharing your experience, and we look forward to serving you in the future.
Sincerely,

João Martins
Area Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 June 2014

Just to let everyone who was concerned about the animals know, they are now free.
The rabbits were rehomed with an islander, the Pigeons have flown and the Quail/Chickens are happily living outside in the vegetable patch. Joao the manager released the birds with me on the 8th of June and has assured me that if they do follow up the idea to keep animals the animals will be living in 5 * accommodation and getting 5 * care.
Joao a big thank you !
This was our third stay here and we really like the hotel, staff and the Island.
If the sun isn`t shining for a day or two the outside pools are a bit cold but you do have 2 indoor pools.
Would recommend the City Bubble electric cars, thanks Silvio, they were great fun for us and our kids also the photo shoot with Goncalo, the best holiday pictures you will ever have.
Paulo does a great horse riding excursion which our kids loved, the hotel can call him if you want to try it.
If you do visit the island get out and about. The islanders are really friendly, it is not touristy and it is safe. The beach is one of the best we have ever found and great for swimming with kids.
Thanks again to all the staff.

  • Stayed: June 2014, travelled with family
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2  Thank steveh63GeeCross
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Martins J, General Manager at Pestana Porto Santo All Inclusive, responded to this reviewResponded 20 June 2014

Dear Customer,

Thank you for your many visits and latest comments.
We were happy to know that our Hotel is always a fantastic experience. We are glad that through your return visits you feel well taken care and you explore the Island and all the facilities that area available outside.
We hope to welcome you in Porto Santo Island in the near future.
Kind regards,

João Martins
Area Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 June 2014

The hotel and grounds are very nice and all well maintained. The hotel and grounds are well laid out and guests can use the sister hotel next door, although we didn’t like the latter very much. The beach is excellent and it was nice to walk along it to get to the town which is small but nice to get out sometimes – a courtesy bus runs 3 times in the morning and once in the evening but not on Mondays, a taxi is around €6.

The weather was mixed, warm in the sun but with a cold breeze, especially at night. The island is small (runway crosses from one side of the island to the other). All very quiet and relaxing which we prefer to a busy tourist resort – however, I would recommend only one week rather than the two weeks we stayed.

It’s much cheaper to use local tour companies which charge much less than Thomson. For example, Lazermar - thanks again to Sofia! for an excellent time. We got details from the tourist office in town.

The best thing about Pestana Porto Santo was the staff who were almost invariably friendly, courteous and welcoming. The SPA was good – discounts can be negotiated on pricy items.
We had a suite and were upgraded to a pool view which had the unfortunate result that we had the sun on our balcony for a very limited time during the day. The rooms were of a good standard, very clean and well serviced although our duvet had some stains until it was changed.

Our biggest disappointment was the restaurants which were small and not enough staff to clear tables so that unnecessary queues formed – even when the restaurant was half empty!

We had specifically checked about my wife’s food allergy with the hotel and Thomson and were assured that they recognised the allergy, were well able to cope and would provide food safe to eat. On arrival, the situation was the opposite and it was with difficulty, and some risk, that she found enough to eat – there was some help from a couple of staff but sometimes even they did not know what was safe. We talked to staff, managers, management and Thomson but only in the second week, after another guest complained far less politely than us, did allergy labels begin to appear on some dishes. My wife was very ill for one day and was even more choosy thereafter. Buy WHY was the risk necessary at all??

Food was generally OK although with some dishes going cold. The tea and coffee machines were poor and the juice flavoured water was undrinkable for us. The facilities, food quality and service was far away from a 5* standard. The quality ambience was closer to a Butlins or Pontins camp, especially with uncontrolled screaming children all around. The speciality restaurant we tried was also disappointing – same issues on queues and quality. Staff throughout were friendly and helpful, especially Marcia Soares – they need more working staff and fewer non-working managers with walkie-talkies and secret service style ear pieces.

Bars had the same staff issues – again very nice staff but not enough to avoid having to queue. The drinks were of the usual cheap varieties. The wine was drinkable but a little rough. Not 5* but the standard we have come to expect from average AI hotels. I had hoped for better from the brochure but was not really surprised.

We did not like the evening entertainment in a small crowded area and volumes way too high. We ended up finding a quiet spot elsewhere and braving the noise only to join the inevitable queue for drinks or coffee.

Worth a visit for one week – we would not go back.

  • Stayed: May 2014, travelled as a couple
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2  Thank LondonGreens
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Martins J, General Manager at Pestana Porto Santo All Inclusive, responded to this reviewResponded 20 June 2014

Dear Guest,

Thank you for taking the time to tell us about your stay at the Pestana Porto Santo.
At Pestana Porto Santo we continuously strive to meet your needs and expectations; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address some of the problems and prevent any future occurrences.
We appreciate the time you took to share your concerns, and it is our hope that you will give us the opportunity to better serve you in the future.
Sincerely,

João Martins
Area Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 June 2014

I took a friend away for some chill out time and chose this hotel because on past experience I knew we would be looked after and I was not disappointed. I had contacted the hotel before hand asking to be placed in a ground floor room near the amenities if possible and was thrilled to be told not only had my request been granted but we received an upgrade which included a lounge. The staff were as attentive this trip as they had been on my previous visit, we ventured across to the new hotel next door and received exactly the same warm welcome there. Food and refreshments were plentiful however I have one small criticism to make and it is about the tea and coffee machines dotted all over the place - nice idea but they always seemed to be in need of replenishing especially the one by the bar by the pool. However this minor niggle will not stop me from returning again.

Room Tip: Ask for a pool facing room if you want to sit in the sun on your patio area.
See more room tips
  • Stayed: May 2014, travelled with friends
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1  Thank Gloria F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Martins J, General Manager at Pestana Porto Santo All Inclusive, responded to this reviewResponded 20 June 2014

Dear "Gloria F",

Your feedback is very important for us and future Guests.
It´s through guest feedback such as yours, that we are able to confirm our strong points, as well as identify any area that may require improvement. Therefore your participation has been extremely important and gratifying to us.
We would like to take this opportunity to invite you to join our loyalty program Pestana Priority Guest which is available at our website.
It was real pleasure having you as our Guest and to being of service, and we look forward to your next visit and to offering you more ‘Memorable Moments’.
Kind regards,

João Martins
Area Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 June 2014

I agree this is not a 5 star hotel, the setting of this hotel is very nice, everything is kept very clean, rooms, pools, outside was kept extremely clean, the beach is nice , my husband and I stayed for one week, and felt that was enough, there really is not nothing to do, ok you can relax, but on a cloudier or colder day, there is really nothing you can do. The entertainment was poor and there were no coffee/tea facilities, slippers and gowns, nothing in the room, apart from a couple of bottle of waters, beware of this and bring your own when I spoke to lady reception manageress saying virtually everywhere in 5 star hotels these items are normally in the rooms , especially tea/coffee which we english in particular love first thing in the morning sitting on the balcony, instead of having to get dressed to go to restaurant to have your drink, (her flippant remark was to say we are in Portugal) (not happy with that sort of attitude) and if I wanted this facility it would cost 15 euros - kettle never turned itself off, had to hunt for coffee in restaurant (v. obliging kitchen manager) and go to the v. small town to buy milk - the other staff were lovely and friendly and helpful, staff in restaurant worked extremely hard for us all, looked as if they were (short staffed), but smashing bunch - lovely Managers so helpful and very nice young boy who used to bring the food out, esp THE EGGS - have travelled to many far away countries and these facilities are usual - town so small , nothing there, - will we go back - no - will we recommend not sure, as food also was not the best and sorry to say attitude of manageress seemed to start the holiday off with a bad taste.

  • Stayed: May 2014, travelled as a couple
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2  Thank caroldummett
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Martins J, General Manager at Pestana Porto Santo All Inclusive, responded to this reviewResponded 20 June 2014

Dear Guest,

Firstly I would like to thank you for choosing to stay at the Pestana Porto Santo however, from your feedback, I also understand that you are disappoint with us, which we sincerely apologize.
I confirm that we don't have the habit of having Coffee & Tea facilities in the rooms as a standard but because we know that some Customers would like to have we do have but as a supplement and not reflected in the price of the package.Please accept my apologize regarding the way we inform the service of Coffee & Tea facilities. The 15,00 euros per week include the kettle, foam cups, water, coffee, tea and sugar bags, in case Customers ask in the restaurant for more cups and bags they give you free of charge.
On this occasion we certainly did not meet your expectations. I would therefore like to apologize.
I do hope that you will give us an opportunity to show we do care. Please feel free to use my contacts for future reservations. We will be happy to assist in providing you with a pleasant and comfortable stay.
Kind regards,

João Martins
Area Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 June 2014

Have had a week here, Hotel not as good as I expected, but saying that food and how clean they keep everywhere cannot be faulted.
We are in block 15 room 1501 if you arrive and have this room asked to be moved I did not and have regretted it. The room is fine but the outlook is awful, back of block looking at wall of tennis court in next door hotel and I do not think the gardener has reach this far up since the start of the season it is like a wilderness. Wife has been eaten alive and we have used a whole tin of raid so be warned!
Got to omit not my best choice of hotel and resort will have to try harder next time.

Room Tip: Not block 15 and ask for first floor to avoid garden rooms
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  • Stayed: June 2014, travelled as a couple
    • Value
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1  Thank edgeyEssex
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Martins J, General Manager at Pestana Porto Santo All Inclusive, responded to this reviewResponded 20 June 2014

Dear Customer,

Thank you for taking the time to tell us about your stay at the Pestana Porto Santo. I am sorry that your room experience did not meet your expectations; please allow me to express my sincerest apologies.
At Pestana Porto Santo we continuously strive to meet your needs and expectations; therefore your feedback is very important to us. Please next time contact us and tell us that you prefer another location. Sometimes we have Customers that prefere those rooms because of the nearness of the garden.
We appreciate the time you took to share your coments, and it is our hope that you will give us the opportunity to better serve you in the future.
Sincerely,

João Martins
Area Manager

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 Porto Santo All Inclusive

Address: Estrada Regional 120 | Sitio do Campo de Baixo, Porto Santo Island 9400-242, Portugal
Region: Portugal > Madeira Islands > Porto Santo Island
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 On the Beach Hotel in Porto Santo Island
#3 Spa Hotel in Porto Santo Island
#3 Luxury Hotel in Porto Santo Island
Price Range: £139 - £305 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Pestana Porto Santo All Inclusive 5*
Number of rooms: 328
Official Description (provided by the hotel):
The Pestana Porto Santo hotel is a 5-star beach resort, on the island of Porto Santo, Madeira, and is all inclusive (breakfast, lunch, dinner, snacks and domestic beverages). Recently voted the best All Inclusive resort in Europe, it is located on Portugal's best beach, the Porto Santo beach, with 9 km of fine sand and warm water. Just 1 minute on foot from the beach, this hotel also offers 2 large swimming pools surrounded by 30,000 m² of gardens. Guests can enjoy its 6 restaurants and 5 bars, as well as a Spa area with a heated swimming pool, water jets, sauna, Turkish bath, Hamman and gym. And for the little ones, the hotel has sports fields, game rooms and the Kids Club. The rooms are decorated with blue ocean hues and each has a flat-screen TV and balcony. ... more   less 
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Also Known As:
Pestana Porto Santo Beach Resort And Spa - All Inclusive
Pestana Porto Santo Beach Resort & Spa - All Inclusive Hotel Porto Santo
Pestana Hotel Porto Santo
Pestana Resort Porto Santo

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