Reid's Palace, A Belmond Hotel, Madeira

Location/view, suite layout/furnishing/view, breakfast/location, car valet service and service in general, gardens/garden tour.

For some indefinable reason felt a little bit characterless despite the unique building, location and historical photographs on the wall. The garden did have character because of its species diversity and how well kept it was and the location is to die for.

Visiting iconic hotels on our travels is a pastime of ours and during our cruise stop in Funchal, Madeira, we visited the renowned Reid’s Palace hotel. The initial impression was positive, the entrance lobby opening onto a sitting area and cocktail bar, which extended to an elegant, covered terrace with ocean views. The quality of décor and furnishings was exceptionally high and gave the feeling of a grand hotel. We decided to have a cocktail before lunch and took a table on the wonderful cocktail bar terrace only to be told that drinks were not served until 4:00pm. The only venue open for a cocktail was the pool bar. Our walk through the hotel, descending five floors to the pool area, further affirmed the property's spaciousness and elegance. We sat on a sofa in the sun by the expansive pool. The head waiter took our order of two Singapore Slings, and we sat back and took in the views. An attendant provided guests with hotel-branded sunglasses cleaning cloths, which was a thoughtful detail. The drinks arrived but to our disappointment the main ingredient was soda water rather than pineapple juice. We did not want to make a fuss in front of other guests so continued to soak up the atmosphere and persevered with our less than enjoyable cocktails. Lunch service had now started, and pool side service had evaporated. My wife went inside the restaurant to pay and found a suited female manager. Stating that she wanted to pay for our drinks and pointing out that what we had received were not Singapore Slings. The manager advised her that that is how they made them at Reid’s and we should have requested no soda water. My wife explained that the recipe for a Singapore Sling is standard worldwide and should contain pineapple juice rather than soda water, therefore such a request would have been unnecessary. She was told, ‘You are not in Singapore now’. Not the response that had expected. Despite this, we were generally impressed and would add this hotel to our bucket list of places to stay.

I first visited the hotel 30 years ago and have made several visits in the intervening time. I have observed a general decline in standards over this time and this latest visit was the worst. I had originally intended to visit the hotel in November but Reid’s cancelled my reservation due to a ‘buy out’ of the hotel. I was offered a one step room upgrade, a complimentary dinner and afternoon tea for rescheduling my visit. On arrival, the Front Office had no record of the room upgrade. I was then told, that the room upgrade was not possible despite showing email correspondence but I was advised that as the correspondence came from British Airways and not their Reservations department they could not accept it and their Reservations department was closed. I asked to speak to a manager who reiterated that a room upgrade was not possible but then offered a larger room on the first floor without a view which I declined as I had paid for a sea view. After 90 minutes of very candid talking from me I was offered a two step upgrade. Overall it was a very poor experience. I had already been inconvenienced by the change of dates and 90 minutes of arguments on arrival was not acceptable. I filled in hotel questionnaire and have been advised there was a regrettable miscommunication between their Reservations department and Front Office. I also highlighted other issues I had experienced during my stay albeit not as bad as the issue with room upgrade. The hotel’s response invited me to get in touch to discuss my experience further. I responded almost two weeks ago but have not had a response. When I first started visiting the hotel, I had no hesitation in returning. However I am not sure if I will return. On the positive side the hotel grounds, public areas and pool area are exceptional. There are also a small number of staff who have looked after me very well over the years including Nelson, Cindy, Alberto and Santa. However, I experienced too many issues during my latest stay.

Every singel thing is cared with very profesional look

Charming hotel. Staff makes the difference, all of them but especially Manon! Thank you

Ein Aufenthalt im "The Reids" ist ein besonderes Erlebnis. Die zuvorkommenden und freundlichen Mitarbeiter(innen), die Sauberkeit, der Pool und die Badeanlage am Meer und vor allem das traumhafte und vielfältige Frühstück - wie in einem Märchen.

Die Mitarbeiter im frisch renovierten Restaurant "Cipriani" waren sehr bemüht und engagiert, das Essen dort war ausgezeichnet - aber das Ambiente und Flair wirkt noch etwas "nüchtern" und bei voller Belegung aller Tische im Innenbereich entsteht ein hoher Geräuschpegel.

A fabulous experience from start to finish. Courteous helpful staff throughout the hotel. The highest of standards, plus some lovely personal touches. Fresh flowers in abundance. Beautiful location and great dining. The shuttle bus into Funchal was very helpful during the day