Camilla Jacintho
I stayed in the deluxe superior room. I expected to have a nicer room. The room smells old and it seems to be closed off for a good while. The air con does not work properly at all.
I also asked for a double bed and I got two single beds.
The location is great. The food is lovely, staff amazing and the atmosphere really good.
Clean!
Mike Davies
This was my first stay at the Hotel and the experience was outstanding. The consistency in cleanliness, comfort, and hospitality is truly commendable.
What impressed me on my first visit, the remarkable staff, was just as evident this time. It is clear that this culture of excellence starts with strong leadership. I had the pleasure of meeting with” Karina “ at the front desk who greeted us with genuine warmth, she is very attentive and very helpful with the information and guidance.
The bar and the restaurant was so packed but the food was very good and all the staff were superb and very hardworking and very energetic, specially “Shah Miah” who served us almost everyday were clearly well-trained and very attentive to the guests and happy to be there.
For all future visits to Madeira Island there is only one choice for me and that will be the Pestana Royal .
Andrea Stewart
Staying at this hotel for a surprise 8-night anniversary trip and are extremely disappointed after just one day. I chose this 5-star hotel based on great reviews and my previous positive stay at its 4-star sister property — expecting an upgrade in quality, service, and experience. Sadly, it's been the opposite.
We paid extra for a “premium view” room, only to find the view completely blocked by a large tree, and the room itself is outdated, dirty, and worn. The bathroom and balcony furniture are in poor condition, and even the TV lacks internet connectivity.
Dining has been underwhelming, with bland hot food and limited dessert options. At the bar, I was publicly refused a cocktail due to being on a “basic” all-inclusive plan — something not disclosed during booking — and told we'd need to pay €20 per person per day for premium drinks. This was embarrassing and confusing, especially as others with the same wristbands were also unaware of this policy.
The most frustrating part has been the dismissive attitude from guest services manager. We felt completely ignored, with no empathy, communication, or real solutions offered — a shocking experience at any hotel, let alone one claiming 5 stars. The only positive so far has been the friendly and professional check-in staff member and the well-kept gardens.
What was meant to be a special celebration has instead been a major disappointment. Unless things drastically improve, we won’t be returning — nor can we recommend this hotel to others.
Martin Bohuňovský
The hotel has amazing staff, the room was clean and nice, the only thing I didn't fully enjoyed was the bed. Food was always amazing, large section of all kinds of food, fruits, vegetables, side dishes, meat everything was delicious. Pool with bar was amazing, great cocktails and amazing bartenders. The view on the ocean was also very nice. I highly enjoyed my stay in this hotel.
Sarah Hall
Holiday has been awful.
This is not a 5 star hotel please go elsewhere
The rooms are old out dated with a bad musty smell.
It’s like walking back in a time zone.
Food was the same everyday and sometimes cold.
Alcoholic drinks are no named brands.
You have to refill a water bottle as once that first bottle of water they first give you has gone that’s it.
The fridge remains empty for your stay.
We found a shop about 15 minutes walk and were able to get milk water and some soft drinks.
Absolutely NO entertainment either evening or daytime and certainly not a place for children.
If the weather is bad like right now you’ll have a very hard job entertaining them.
Definitely not a good place for any persons needing any walking aids, stairs and slopes everywhere.
We paid over £3k for a very bad place indeed.
As the weather is poor today we are stuck in a smelly room counting down the hours until our flight time.
Majority of reception staff are quite dismissive and couldn’t care less.
The guest relation manager should just be sacked with immediate effect.
We requested to change rooms when we first arrived having booked what is advertised as a double dulux superior.
I spent the first day crying it is terrible nothing like what is advertised.
Wasted our money and just feel badly let down
My Booking
