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)

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.

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)

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.