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“Excellent as Ever” 5 of 5 stars
Review of Pestana Promenade Ocean Resort Hotel

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Pestana Promenade Ocean Resort Hotel
4.0 of 5 Resort   |   Rua Simplicio dos Passos Gouveia, 31, Funchal, Madeira 9004-532, Portugal   |  
Hotel amenities
Ranked #15 of 91 Hotels in Funchal
Chatham, United Kingdom
Top Contributor
63 reviews 63 reviews
11 hotel reviews
Reviews in 32 cities Reviews in 32 cities
62 helpful votes 62 helpful votes
“Excellent as Ever”
5 of 5 stars Reviewed June 20, 2013

We stayed here for the second year running and had a wonderful time. The hotel is very well maintained and the staff are only to willing to help in any way they can. Nothing is too much trouble.
We had a ground floor room, which we had requested, and it was lovely to sit on the patio people watching and then just walk across to the pool and have a swim. The outdoor pool was a little bit chilly but there is also an indoor pool and Jacuzzi.
We had 4 evening meals in the restaurant and they were all very good with lots of choice. The breakfast offerings were the usual fare you get abroad and although my husband commented that the hot food could have been hotter I was happy with the items on offer.

  • Stayed June 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PestanaPromenade, Front Office at Pestana Promenade Ocean Resort Hotel, responded to this review, July 10, 2013
Dear Guest

We thank you for posting your travel experience and for your continuous belief in our resort and group.
We hope the belief you entrust in us may continue in your choice in the future to come as we will be delighted to welcome you back in our resort.

With our kindest regards,

Front Desk
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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933 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (296)
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shropshire
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
9 helpful votes 9 helpful votes
1 of 5 stars Reviewed June 18, 2013

I booked this hotel recently for my wife ,Daughter, Grandaughter and myself, three days before we are due to go we had a phone call from the travel agents to inform us that the Hotel could not accomodate us as the hotel was full so they have moved us to another hotel if we still wanted to go, surely the hotel should have known when we booked that they were full, if not then all i can say the management there are not up to the job, I will be going to the hotel while i am in Madeira and make a formal complaint, the hotel that they have moved us to is farther out of Funchal and will need the courtesy bus as it is two Kils and the bus does not go out after 7.30 at night, I hope that this is not going to cost me more for this holiday because of there incompetance as I will be expecting some reimbursment from someone,

Room Tip: Please if you book this hotel please make sure that they have the room for you when it is confirmed...
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  • Stayed June 2013, traveled with family
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PestanaPromenade, Front Office at Pestana Promenade Ocean Resort Hotel, responded to this review, July 10, 2013
Dear Customer

Thank you for your comments.

Please rest assured your comments were already raised to the proper department concerned.

We present our utmost regards,

Front Desk
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
uk
Top Contributor
53 reviews 53 reviews
18 hotel reviews
Reviews in 20 cities Reviews in 20 cities
46 helpful votes 46 helpful votes
5 of 5 stars Reviewed June 18, 2013 via mobile

We had a very relaxing stay at this hotel. The gardens were beautiful as were the swimming pools. We had a sea view room on first floor with lovely views of ocean and gardens. Was a great relaxing stay in a very good quality hotel. Walk to old town about 40 mins but this was no problem as only wandered there a few times and was a pleasant walk.

  • Stayed June 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PestanaPromenade, Front Office at Pestana Promenade Ocean Resort Hotel, responded to this review, July 10, 2013
Dear Guest

We thank you for posting your review and for such positive comments.

It is always of a great pride and success to be able to provide to your guests memorable moments and an excellent service.

We present our utmost regards,

Front Desk
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Bromsgrove
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed June 18, 2013

Booked this hotel in January via Travel Republic to celebrate our wedding anniversary with the family only to be sent an email 3 days before our holiday that the hotel had been overbooked and they could only put one of the group up here and two down at their Grand hotel 1mile down the road. Went onto the Travel republic website only to find 3 rooms still available for 21-28th. When I spoke to travel republic they said they had booked our original booking through Med Hotels and the one on the website was from another agent. They could not book them through them. What a shambles. 48 hours before our holiday and we don't know if we have rooms.

  • Stayed June 2013, traveled with family
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PestanaPromenade, Front Office at Pestana Promenade Ocean Resort Hotel, responded to this review, September 18, 2013
Dear Guest

We thank you for your support to this site and for posting your review.

Concerning the point raized in this review we would like to clear up that this was prontly rectified and a solution given prior to your arrival, which was assured by us had been well perceived by you and of your satisfaction.

Presenting our kindest regards,

Front Desk
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Glasgow
Senior Contributor
29 reviews 29 reviews
7 hotel reviews
Reviews in 10 cities Reviews in 10 cities
32 helpful votes 32 helpful votes
4 of 5 stars Reviewed June 18, 2013

Where the hotel is located turned out to actually be much more convenient than we had expected as you can go out through Reception, turn left and up a flight of steps onto the main Estrada Monumental road. This gives a fairly level walk to the Forum in one direction (left and about 10 minutes walk) with shops, supermarket, cinema and restaurants, a bus stop into town a few yards in the other direction No. 1 and 2) and across the road about a hundred yards further on is a small supermarket. Reception is 0n the 5th floor as the hotel is built into a steep hill (as everything in Madeira appears to be).
The road immediately in front of the hotel leads past a few decent restaurants to the right. Be aware though that this road is being upgraded (finished?) right outside the hotel where it will eventually join the main Estrada Monumental road, there is quite a bit of noise and vibration from about 9am, not particularly intrusive but I guess it depends where your room is - we certainly noticed it a few times.

The hotel itself has a mix of hotel rooms and timeshare apartments and is finished to a high standard.
They all had one or more patio doors opening onto balconies, all with seating and tables of some description and the larger ones with sun-beds also. Most rooms are south facing over the pool area with direct sea views, getting the sun for a good part of the day, a lot are in shade from the balconies above though and do not get any sun at any time

Public areas in the hotel comprise an indoor pool and Jacuzzi with spa, sauna and steam room at one end of the site. The sauna and steam room are closed to guests between about 11.30 a.m. and 4 p.m. Otherwise they are free to use as are the gym and games room.
The outside pools are varying depths with one about knee-deep with big red floating seats, ideal for kiddies and those who just want a paddle, two about chest deep for swimmers, one of which is an infinity pool with steps at one end and a sloping floor at the other, and one smaller infinity one, semi-circular with air jets, and seemed well placed by the Pool Bar. All of the pools are surrounded by sufficient sun-loungers which seemed enough to cater for most of the dedicated sun worshipers, the hotel has a “no reserving sun beds” policy, to be fair we always got a bed no matter what time of day we went down.

There are loads of comfortable seating areas, mainly shaded, ideal for reading or just chilling

Indoors on the ground floor is the bar area (Breezes) with seating mostly around tables but also a row of bed-sized seating against one wall where you can stretch out. Did not see these being used once as they look quite awkward

The only “niggles” are:

The poor provision of public lifts; only two in the central area for everybody. The lifts seemed to have minds of their own so if you wanted to go up you would first have to join everybody going down and vice-versa. They broke down the first time we used them, luckily the receptionist was showing us to our room and she simply pressed the alarm, it then went down to basement, sat for a minute and returned to reception. This happened once more to us and various other times the lifts stopped working totally. Believe it or not the stairs are hard to find and virtually no one uses them – need to sort the lifts and install better signage for stairs. (And remember reception is on floor 5 – not ground as we found to our cost many times)

There is an issue with sound proofing. People in neighbouring rooms, above and to each side, can be clearly heard dragging furniture across wooden or tiled floors and this can be quite annoying, particularly early in the morning. On our stay the guy next to us had a habit of clearing his throat loudly at 2 and 3 in the morning!!

Limited breakfast choice and sometimes ran out of products or food was not very warm.

One big black mark was the provision of transport into Funchal for the Atlantic Festival (fireworks) this is on 4 Saturdays in June, never having been there before we decided against going on the bus on our own and missing a viewing point, however we were charged £17.50 each for the 10 minute return journey to their sister hotel, the journey was on the yellow open topped tour bus (and it was cold!), some people also had to stand. In the end we could have got the local bus for a couple of euros, made our way to the front and got a taxi back. 35 euros for this journey with a cheap glass of juice and standing on a grassy area is far too much and just a money making opportunity in my opinion. Given what guests pay at this hotel they should have laid on transport for free or at nominal cost – left a bad taste.
Same goes for their buffets, overpriced, never went but heard many people complaining, why cant hotels learn to price sensibly, they would probably get more custom as loads of people end up eating out due yo the cost.

Room Tip: Higher floor overlooking pool
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  • Stayed June 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PestanaPromenade, Front Office at Pestana Promenade Ocean Resort Hotel, responded to this review, July 10, 2013
Dear Guest

We thank you for posting your travel experience and for your visit to our resort.
Positive comments makes us proud, nonetheless less positive comments makes us evaluate ourselves and change in what is needed for benefit of both the service provided and to our mainly interest which is the customer satisfaction.
With that in mind, please do rest assured the less positive comments raised in this review will be forward to all departments in question.

With our kindest regards,

Front Desk
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Manchester, United Kingdom
Contributor
16 reviews 16 reviews
5 hotel reviews
Reviews in 8 cities Reviews in 8 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed June 17, 2013

We have just returned from a weeks stay at the Pestana Promenade Ocean Resort. We booked this independently and not as a package holiday - was it worth it? Definitely!
The room had a view over the pool and sea and of a very generous size. There were two three quarter beds, a leather chaise longue, settee, wardrobe (With a safe inside – free use), table and large screen LCD TV. For television addicts yearning for their “native” TV channels, the hotel offers the most comprehensive selection of channels I have experienced in a hotel. For UK travellers they had BBC1, BBC2, ITV1, ITV2, C4, C5 and Film4 to name just a few. They probably featured the most popular channels from most nationalities. It also had a spacious bathroom with a shower over the bath. The balcony had a table and two chairs. This room was designed for “hotel guests”. Members of Holiday Vacation Clubs have the option of larger rooms with additional bedrooms and fully equipped kitchens in them.
The hotel was very modern and the room and public areas were extremely clean and tidy.
All the staff, reception, pool attendants, restaurant etc; were always helpful and polite.
The pool area was quite large, on one level and surrounded by grass areas. Sun beds were round the pools and on some of the grass areas. If you wanted an umbrella, the pool attendants would bring one to you and put it up for you. The pool was split into different areas/depths with a shallow area for children. There is also an indoor pool. Just one little word of warning, despite notices placed around the pool area saying that you cannot reserve sun beds, we spotted towels being placed on sun beds prior to us going for breakfast. There were plenty of sun beds to go at but I am sure that this may cause some friction in peak season when the hotel is full. However, we never had a problem getting a sun bed during our stay.
We were on bed & breakfast and did not have any other meals in the hotel. Breakfast was a buffet consisting of hot and cold foods with a good choice.
If having a day by the pool, you can nip out onto the promenade (Exit door near the pool snack bar & turn left) and grab a beer and toasted sandwich at the small local bar (Cafe Promenade Maltez). Prices are cheaper than the hotel and offer good service with a smile.
In the evening we ate out at local restaurants. There are plenty within walking distance – Indian, Chinese, Japanese, Italian and of course Madeiran offering local dishes. Many restaurants offer “Tourist Menu’s” – basically a three course meal (Choice of starter, main & dessert) for around €12 per head. Also, if you walk past the “Cafe Promenade Maltez” you come to some stairs leading under the promenade. There you will find a Pizzeria (Great Pizza’s!) and a pub. If you leave the hotel from reception and turn right there is a small supermarket and some local restaurants – we visited the Bella Ilha twice – not the trendiest decor but excellent food, service and often frequented by locals which usually is a good sign.
The hotel has a “Happy Hour” between 5.00 and 7.00pm each day. Drinks are offered at half price during this period.
The hotel offers free Wi-Fi in the Bar/Restaurant area on floor 0 (Zero). You get access codes from the reception. We did manage to get Wi-Fi in our bedroom.
The hotel is situated around a 25 minute walk from the centre of Funchal. There is a taxi rank close to the hotel and local buses run along the main road. They are constructing a one way system next to the hotel which should make catching buses easier when going into Funchal as they will stop close to the hotel. At the moment you have to climb some steep steps to get to the main road. When the road is complete, you would only have to navigate down the steps to the hotel when returning from a bus journey from Funchal.
You can get to the hotel from the airport very easily. We took the Aerobus (Airport to Hotel) bus service. The bus stop is just outside the airport terminal exit and stops near most of the hotels. There is a list of the stops and which hotels are close to each stop on the bus shelter. The cost of the Aerobus is €5 each way OR €7.50 for a return ticket. The following link may be of help regarding times and hotel stop numbers: http://www.anam.pt/aerobus-madeira . I believe taxis from the airport to Funchal are around €30 each way.
All in all we had a brilliant stay and will definitely return to the Pestana Promenade Ocean Resort in the future without hesitation.
Well done to all at the Pestana Promenade Ocean Resort, keep up the good work and great service.

Room Tip: Try for a pool and sea view room.
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  • Stayed June 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PestanaPromenade, Front Office at Pestana Promenade Ocean Resort Hotel, responded to this review, July 10, 2013
Dear Guest

We thank you for posting your travel experience and for your visit to our resort.
I´m sure such review will help others in making their minds in visiting us in the future, therefore we can only thank you for entrusting us as a good quality resort to visit in the future.
We hope you may visit us again in the future,

Until then,

We present our kindest regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Leyland, United Kingdom
1 review
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed June 14, 2013

We booked this hotel on the 8th of April via jet2holidays for my our silver wedding anniversary.Just 23 hours before the flight was to leave we received a phone call from jet2 stating that the hotel was overbooked and was offered another Pestana hotel.We had planned our anniversary months in advance and wanted this hotel due to previous recommendations,its location away from the town etc.We had no choice but to cancel the holiday with my wife and i in tears.
I thought this shoddy practice was over and having booked it two months in advance not what we expected.It has left us with no holiday to celebrate a special event.Thanks for nothing PESTANA !!!

Stayed June 2013, traveled as a couple
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PestanaPromenade, Front Office Manager at Pestana Promenade Ocean Resort Hotel, responded to this review, July 26, 2013
Dear Guest,

We regret for not being able to provide you with a memorable stay with us, which is always our main goal and reason of existence.

Due to an unexpected situation at Pestana Promenade, we request guest´s collaboration in order to change some reservations to one of our 5 stars Pestana Hotels In Funchal.

All the possibilities to keep our clients in the Pestana Promenade were strive to our utmost, and when this in not achieved, we always do our very best to provide our guest´s with a reliable option within the high standards we are used to provide to all those who have chosen to visit our resorts every day.

Once again our sincerest apologies, a relocation is not something we would chose to do, there for we make sure that All the guests affected are given an offer of relocation to a 5 star hotel at no extra charges, being that this 5 star hotel is well located, 5 minutes distance from the Pestana Promenade Ocean Resort.

This offer included at least the same room typology or above concerning the main booking made and other offers.

This is in no way an excuse for the un-satisfaction which was conveyed to us by your feedback, but instead a sincere regret for not being able to receive you and exceed your expectations.


We hope this does not shame in any way your belief in our resort and group, as we will be delighted to welcome you again in the future in our resort.

Please rest assured this was a punctual occurrence which is not frequent in our group.

Presenting our utmost regards,

Tania Felgueiras
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Pestana Promenade Ocean Resort Hotel

Address: Rua Simplicio dos Passos Gouveia, 31, Funchal, Madeira 9004-532, Portugal
Location: Portugal > Madeira Islands > Madeira > Funchal
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Top resorts Hotel in Funchal
#11 Spa Hotel in Funchal
#12 Family Hotel in Funchal
#12 Business Hotel in Funchal
#14 Luxury Hotel in Funchal
#15 Romantic Hotel in Funchal
Price Range (Based on Average Rates): $
Hotel Class:4 star — Pestana Promenade Ocean Resort Hotel 4*
Number of rooms: 112
Official Description (provided by the hotel):
Situated in front of the spectacular promenade that stretches from Lido to Praia Formosa Beach,this modern and quiet resort offers spectacular views to the ocean. 92% Of the rooms are sea views and offer the commodity you would expect from a luxury hotel in a relaxed manner.112 Family Friendly Rooms and Suites, all equipped with bathtub with shower, and some with separate bathtub and shower, washbasin, WC, hairdryer, air conditioning, telephone, Cable TV, Pay TV, LCD monitor, digital safety box, Business Services is available, cable or wireless Internet access, mini-refrigerator and balcony or terrace. ... more   less 
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Also Known As:
Pestana Promenade Ocean Hotel Funchal
Pestana Promenade Ocean Resort Hotel Madeira/Funchal

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