Pestana Grand Premium Ocean Resort

The hotel doesn't offer the service of a 5* hotel. Staff is friendly but the service is not aligned with the Pestana Group practices and quality in other units. Check your bill before paying. An additional 10% charge is added to all your bills. Spa is non-existent. No understanding of customer relationship management. We will not be returning.

We came here as a family group and we could not have been made more welcome. A superb hotel in every way; great rooms, fabulous food, great facilities and excellent staff who could not have done any more for us. Quiet, ultra clean with sea views. We wanted some days together without any distractions and it was so nice to relax in the indoor pools or the outside pool.

With a good staf in a cost bar or in a pool bar with Amine me , Hugo , Humberto , Bráulio , chef Emanuel chef Madruga , you will find a good animation with a good cocktails to drink with 20 percent of discount and 50 percent for the soft drinks all this in two separate happy hours the first one begin at 17:30 to 18:30 the second one begin at 21:30 to 22:30 , welcome 🤗🤗 and enjoy with a bar team , 😉😉

I don't really write reviews but this is not a 5Star hotel and like many have already said that this hotel is all about how to make more money from guests.. We went as a couple for our 25th anniversary- most hotels usually ask occasion but nothing. The hotels is getting dated - the room we stayed in was large. Dining area is small i think as we went this time of year it was fine. but if peak summer or holidays then i don't understand how they would fit guest in. Breakfast is ok.. the station for omelettes is manned sometimes .. or you have to go looking for someone - probably because understaffed and the employee has to do at least 3 people job . Hot drinks and juices are included in breakfast. Dinner you are expected to pay for water.. which I honestly feel is tap water refilled in posh bottles.. There are no waterfilling stations.. only in the gym which again is wrong.. luckily there is a shopping centre i a 5 min walk - this has a supermarket there too so you can buy bottles of water relatively cheap. When we bought drinks at the bar pre dinner- we are not allowed tap water either we have to pay for water if we want this ! Reception i feel are cold and unfriendly.. I saw a couple of times members snapping at guests.. i get it can be frustrating when guests may be asking for too much an i myself work in customer service but feel there is a way to come across which reception fail to do so. All in all i would return to Madeira.. it is really a beautiful place but i would not return to this hotel.

Hotel is lovely no problems it was after I got home I noticed an authorised debit for £114 . I settled my bill on leaving and was told nothing outstanding and all my bills were accounted for. On contacting the hotel they said that they would look into it and as yet I haven’t heard anything back. I would just suggest paying as you go.

We (my Wife and I) have been to this Hotel every year for Many years and it never fails to please.The highest standards for the Hotel,Meals,Staff, and nothing is too much trouble if you need any help or information,we just hope we will be fit enough to return for many years to come. Thank you All once again at the Pestana Grand.

Nice and clean hotel, service was good (housekeeping and general upkeep) A short taxi ride into Funchal - Bolt and Uber now available and much much cheaper than the yellow cabs (4-5 euros at times). Breakfast can be interesting, very hot and miss what’s available one day isn’t necessary the next and the juice machine was out of order for two days of our stay. The breakfast plates are now the size of side plates, so people are overfilling them. Out of the entire stay no issues, would recommend that bacon is self service rather than the queue at the omelette station for people who want bacon and to look at the plate size and options for breakfast. Overall a nice stay, and food very much the same as a all inclusive

I was really looking forward to staying at this hotel. It looked beautiful and had good reviews. We checked in early and the room wasn't ready which was fine since it was early. They held our luggage until we returned. We returned from a long fun day exploring the island. We start getting ready for dinner and shower. I turn on the shower and there is an ear-piercing sound coming from the shower head. I kept turning it on and off and moved the shower head around and no luck. Not only was the sound loud in the shower you can hear it in the room as well. I call down to the front desk immediately. They said that no one is at the hotel in the evening so someone will be by in the morning. We left early in the morning to explore more of the beautiful island. We return back to the room in the afternoon to get ready for our dinner reservation in town. Got in the shower and NO ONE came to fix it. I call down again immediately and they had someone come to the room to fix it. He came to the room to fix the shower head; however we were in the middle of getting ready for our dinner. So now we have to wait to get ready. Finally, he left and we were late to our reservation!!!! We checked early in the morning to catch an early flight to Porto. I went downstairs and the gentleman at the desk was so rude. Never said anything except 'room number'? He had an attitude as if I was interfering with whatever you do at the front desk early in the morning. I wrote an email to customer service and she offers me 10% off my next visit. I thought that was interesting since I live in the states and probably won't visit anymore. It was just an overall disappointment, especially for the price. There are many hotels around the island, skip this one!!!!

The island of Madeira thrilled me with breathtaking nature, awed me with engineering prowess and what adds to even more pleasure and a feeling of absolute contentment is the splendid blend of the above mentioned features with the extraordinary hospitality of the whole hotel staff, whether it is a room cleaning, reception or a restaurant staff. All these amazing people not only stick out with their politeness, kindness and friendliness, but also with a high level of professionalism, work ethic and knowledge of their jobs. We were delighted with a tidiness and cleanliness of our room, as it was obvious that the whole work has been done thoroughly, the restaurant food was fresh, diverse, abundant and delicious and the reception staff was not just polite, but also eager to engage in conversations, to give some valuable hints and was especially helpful in some crucial moments, such as the situation when the possible misunderstanding with a local tour agency could occur and a reception staff handled it brilliantly. My special thanks go to the receptionist Jessica Goncalves, who was extremely knowledgeable and helpful in numerous situations, always eager to give some hints and never annoyed with my frequent questions. She planned all my excursions masterfully and all her recommendations were on point. Among restaurant staff I would like to mention Ruben Pereira and Alam, whose kind, polite, friendly and vivacious presence always cheered me up. I regret for not being able to remember the names of some other really amazing people who were also doing great job in all hotel departments. To conclude, it may sound a bit like a cliche, but I am definitely planning to come back again to this beautiful island of Madeira and I will have nothing against the idea of booking my stay in the same hotel. I hope you guys will continue to keep up the great work and amaze lots of other guests!

We stayed here for 10 nights and on the whole we enjoyed our stay. The location is fabulous, right on the coast, the gardens and grounds were lovely and well maintained. The rooms were big, and nice balcony and outlook. The cleanliness of the hotel was superb, I’ve never seen such a clean pool area, loved being in the pool! Cleaning of room was great and friendly staff. 2 negatives that have to be stated to give a true reflection of the hotel… the food is definitely sub par, we had the buffet 2 nights and 3 nights in the Al a carte dining. Only one of which was decent. We ate out the last 5 nights. The breakfast is ok, but nothing special. It has to be stated otherwise people may be disappointed with this being branded as a 5 star, the food is probably 3 star at best. The other minor issue was that the beds were relatively soft, however this is more personal preference than anything else. Overall don’t expect a 5 star but we were prepared for it being more 4 star than 5,l star, we did enjoy our stay once we had decided we would have our evening meals out with the hotel.