PESTANA ROYAL ALL INCLUSIVE 5 *

Hotel was very clean and we needed a room change because the AC was not working in one of our rooms on our first night. This is not quite 5* more like 4* because rooms are quite dated. The Chef and catering team produce outstanding delicious freshly prepared food throughout the day, such an achievement to accommodate all tastes, dietary requirements and within a budget, very impressive. Daniel and his waiting staff were absolutely amazing, so attentive, well coordinated making the meal service seamless. The hotel staff across all departments worked so hard to ensure guest satisfaction is guaranteed and they were so friendly. Some of the foreign hotel guests were loud and obnoxious but the hotel team delivered professionalism at all times.

My wife and I arrived at the hotel on 03/07/26 . It is our last day of stay today.We were warmly received at the reception by Solange Lucas. She explained about our stay and some of relevant time table about the hotel stay. She is knowledgeable and has very helpful throughout our stay.Others at reception Helder Freitas and Miguel Faria have been also helpful at the reception.This hotel has been good Location wise and cleanliness wise. As previous review pointed out hotel can do updating the furniture and the room and shower unit. The resturant staff were very good , especially Rosan,Helder and Masum who attended our table well. We have had good experience of the hotel.

Avoid this hotel, it’s not a 5 star, it’s a 3 star at best!!!! We booked this “5 star hotel” for 4 nights, the first issue arose when we got to the room. The rooms are outdated and not properly cleaned. We found pubic hair in the bathtub on our first night. House keeping finish at 10pm so nothing could be done until the next morning. The food is absolutely terrible. The food quality is sub par and not what you expect from a 5 star hotel. Most 5 stars you can get made to order omelettes. However here, they make standard omelettes and put in on a tray to help yourself. From the food offering, they just use cheaper quality ingredients. Even their snack bar wasn’t great. Racial attack: Now for the icing on the cake… we experienced a racially unprovoked attack by a group of the hotel guests. We were randomly called N*****s just outside of the hotel reception. How the hotel handled the situation was shocking. They did absolutely nothing. We reported the incident to the hotel, they stated they will investigate the issue with management and get back to us. We popped out for dinner, came back and asked for an update, they hadn’t done anything. Instead, they got the head of security to come and speak with us, he proceeded to say we should report it to the police. If that was the the process we should have been notified immediately that we would need to file a police report. We would have proceeded to the police station, instead of attending our dinner reservation. Secondly, another hotel receptionist proceeded to state the perpetrators do not speak English. The ‘word’ N*****s is very universal is most languages. She implied that’s not what the guests meant. How would you know, if you were not present during the incident? The manager had not been informed of the incident and had already left at 10pm, bearing in mind the incident occurred around 8pm. There is no hotel manager onsite after 10pm, we had to plead with the front of house staff to speak with the manager. Even then, the manager was not willing to speak with the hotel guests that were involved in the incident. We no longer felt safe on our last night. The following morning, we didn’t want to go to pool or use other communal facilities in fear we would be randomly attacked again. We felt completely let down by the hotel and unsupported. Anyone that is black or of another ethnic background, please do not stay at the Pestana Royal, as they do not have your best interest heart and are not willing to support victims of racial abuse.

Just returned from a fantastic stay here with our 16 year old daughter. First thought was that the decor was a bit tired but our room was clean and spacious. The buffet had lots of healthy options but some days my daughter struggled to find plainer options other than pasta or chips. We have stayed in many 5 star resorts and have never experienced a hotel like this, there was no rush for sunbeds in the morning it was such a relaxed vibe. It could be 10am and most sunbeds were available it was something I’ve never experienced before. Overall the staff were amazing, from the lady cleaning our room to the smiley animation lady to the dinner servers they were all fantastic and ensured we had a great time. All the evening singers were fabulous and we loved the foam party ! Madeira is a really beautiful island to visit and this was a great hotel.

All went well until I got home and realised that my gold bangle was missing. I have worn this every day for 40 years and had no idea how it came off. Through my photos, I traced back the last time I wore it which was at the spa for a massage. I then emailed the hotel; a few times but had no response. I then had to call them. Miraculously after speaking to the spa, they found it. It had not been given to housekeeping or the reception. Why was it not handed in? Why was I not traced after my spa session? There can't have been many guests using that room in 1 day- easy to trace me you would think and hope. Because I wear it always, it is like part of me and so didn't notice until I noticed it not moving up and down my arm on the treadmill once home. Then I had to arrange shipment through DHL. I have never done this before and found it tricky to navigate. Anyway I finally did it and was pleased get the receipt. However, it was not picked up as arranged. I called DHL in Funchal and arrange another pickup- this did not happen either- another call to DHL and finally this time it happened. The bangle then moved to Lisbon where it has since been held in customs as it needs an invoice which contains a Portuguese Tax Identification Number needed for goods valued over £1000- who knew?!!!!- not me! DHL have been told by customs that the hotel can complete the invoice on headed paper as I do not have a Tax identification number. The hotel have refused!!! End of story. So to cut the long story shorter- do not leave any thing at the hotel- they won't try to get it back to you and will not help you once you leave the hotel-they said" please note that we have no possibility to help. The hotel cannot send any document."

Wonderful solo Holiday 10/10

We found the Pestana Royal a fantastic hotel. The service and facilities are 5-Star. We were lucky to get a room looking over the gardens and pool but there are rooms without such a good view. The staff were always very friendly and helpful. In particular, Masum Ahmed in the dining room who really looked after us. Also, the Italian barman at the pool bar whose names we regretfully didn't note. If there is a downside, I'd say the room is on the small side with little storage. Overall we had a fantastic time and will be back one day.

Room was a little dated or it could be classed as traditional. cleaning was very good until the day before we were due to leave . The entertainment team were excellent, very friendly and professional. Food basic but ok, breakfast was the best meal choice of the day. Pool clean but very cold. Outside areas lovely and well maintained. Only negative….. on the day of leaving we were a late pick up and there were no curtesy rooms or shower rooms available the only shower area was the pool toilet area which was not very clean , very warm and no facilities to dry your hair . Would we stay again ? yes if we had an early flight and didn’t need a shower before flying home.

Although I had a lovely holiday this was not down to the hotel. This hotel is a 3 star the beds get made but no other cleaning is done i asked over and over to have clean mugs and for the tea and coffee to be replenished it never happened. They never removed any dirty cups or glasses they just sat there for days on end. The room smells so badly of mould and damp and any clothes left out become damp also. The beds are rock hard and if you have a bad back they won't help. The room was very dated and the carpet was covered in stains. The food was not something I would praise either. Choose your hotel wisely.

A very nice hotel, perfect location, very friendly service in both restaurants and bars. We had a small problem with the bathroom, but the hotel manager, Ms. Karina, took care of everything and we were able to continue enjoying our vacation. A very enjoyable stay. I recommend it.

We’ve just returned from a fantastic stay at the Pestana Royal! Everything from our arrival to our departure was perfect. The staff were wonderful and nothing was too much to ask. On arrival we were promptly checked in and given a small glass of Madeira wine to sample. Our room on the 10th floor was lovely and clean, we had a balcony overlooking the terrace. The pool bar was our favourite with live music each night and a nice selection of cocktails. The staff at the bar were good fun and always happy to help. The drinks were well stocked and the team around the pool kept things clean and in good order. The food was varied each night, I have a severe shellfish allergy but didn’t need to worry as everything was well labelled. When I asked a member of the kitchen staff they were quick to let me know which foods were safe for me (there were some dishes with shellfish but also plenty without). We ate in the Italian restaurant which was also very nice, again the staff were very attentive. We went out one evening for drinks and to watch the football, the bar staff recommended us a local bar (the Hole In One) and reception team ordered a taxi for us. They did also show the football in the lounge area if you didn’t want to go out for it. I had a massage on my last day in the spa which was wonderful and the spa facilities are nice if you want a more chilled vibe. There was foam parties and water polo in the pool and all in all just a wonderful atmosphere and staff who couldn’t do enough for us! We will 100% be back, the only negative I have from the entire trip is that I only booked 4 nights! I wish we were still there!

Location is absolutely amazing. Getting around is easy, we rent a car. Hotel is a calm place to stay, clean and safe.

Great location, with very beautiful view. The staff is very friendly. Food is great and has lots of variety. Really good hotel for families and to relax.