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“Casino park hotel” 4 of 5 stars
Review of Pestana Casino Park Hotel

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Pestana Casino Park Hotel
5.0 of 5 Hotel   |   Rua Imperatriz D. Amelia 55 | Quinta da Vigia, Funchal, Madeira 9004-513, Portugal   |  
Hotel amenities
Ranked #30 of 91 hotels in Funchal
Portree
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
18 helpful votes 18 helpful votes
“Casino park hotel”
4 of 5 stars Reviewed December 19, 2012

I have just spent a week at the casino park hotel. The room was spacious and comfortable and attention had been paid to my request for a room near the lift as I have mobility problems. The food was average but breakfast was very good with a wide range of items. I had booked with the pestana bay which I knew suited my needs so was disappointed to find this hotel did not. There was a steep ramp to the dining area which I could not cope with. Staff provided a wheelchair service cheerfully but it was inconvenient and rather embarrassing. I could not reach the saga lounge so missed out on social events. Staff were unfailingly pleasant but the problems getting around mean I would not return. I did check with saga in advance but they either did not know or did not tell me about potential problems

  • Stayed December 2012, traveled solo
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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1,196 people have reviewed this hotel

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (310)
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Pisa
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 5 cities Reviews in 5 cities
17 helpful votes 17 helpful votes
4 of 5 stars Reviewed December 18, 2012

Nice enough Hotel but certainly does not merit five star rating. Service was very good. Rooms a decent size with a very comfortable bed although there is a little bit of road noise - if you leave balcony door open. Pool and bars excellent. Excellent location next to the Casino, restaurants and a ten minute walk (down hill) to central Funchal. The overall holiday was very good value for money and we will visit Funchal again.

Room Tip: Best rooms facing gardens and pool area I would think that most rooms have at least a partial sight...
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
7 helpful votes 7 helpful votes
1 of 5 stars Reviewed November 30, 2012 via mobile

Had a very bad experience stopping at this hotel.
When we first arrived we was greeted with a huge queue to the dining area where the food was cold and unacceptable.

The service at the bar was discriminating against woman where males was served straight away and no service was given to us on 3 occasions.. Especially on 1 occasion when the male waiter shouted at me to use alternative coffee machine. A female waiter happily served me a fresh coffee on the previous occasion.

Brandy ran out on the last night but was available to a paying customer this should not be expected to an all inclusive customer.

Access poor to dining room for elderly and disabled.

After a few days there i wanted to come home. This is one of my highlights of the year and has put me off coming back to your hotel as I felt extremely vulnerable and upset from the service provided.

  • Stayed December 2011
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheffield, United Kingdom
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed November 27, 2012

Four us stayed at what was described as a 5* hotel. We joined a group. We should have been at the Pestana Bay 4* but it was being refurbished. We were all inclusive which we understood was not what the Casino Park was prepared for but surely a 5* hotel should be able to cater for an influx of 90+ with months of warning. We found it disgusting in a 5* hotel to be forced to wear hospital type wrist labels at all times. Our rooms were adequate but not very spacious. The bottom sheet on my bed had a rip on the side, so I was very surprised to find a rip in the same spot on the bottom sheet for the whole of our two week stay!!.Towels and toiletries were in plentiful supply although one day we did not have hand towels.
All four of us were very disappointed with the food, although I did enjoy the salads. One evening the chicken legs were blood red next to the bone! We had to constantly ask for items which had run out, e.g. no milk in the machines, no coffee or decaf sachets, empty dishes and having to wait for fresh supplies. The bar actually ran out of brandy on our last evening. We did not go down to the bar until after 10.30 each evening so were not heavy drinkers. We complained about the disgusting picnics provided on the first day, which we fed to the birds but were very pleased with the customer services manageress who immediately made arrangements for the next day for the items, literally in the plastic laundry bags, to be changed. The picnics for the rest of our stay were very good and came in a nice box. I just wish we had been able to stay at the Pestana Bay Hotel as I have read good reviews on Tripadvisor. If we chose to visit Madeira again we would definitely not stay at this hotel. If we chose a 5* hotel we would expect 5* service.

Room Tip: Rooms on each floor in the lower numbers had the best views but I did not have any complaint about t...
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  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
northumberland
Senior Contributor
23 reviews 23 reviews
4 hotel reviews
Reviews in 13 cities Reviews in 13 cities
18 helpful votes 18 helpful votes
4 of 5 stars Reviewed November 27, 2012

My wife and i spent two weeks at the Casino Park on a bed & breakfast basis arriving at midday on the 5th,November,Checking in was lengthy with a receptionist who was friendly but ponderously slow.Our room was on the first floor overlooking the gardens and a side view of the harbour.The room was clean and furnished to a reasonable 4 star standard (i would have expected a hospitality tray with tea and coffee).The room was serviced daily including clean bed linen and towels,a nice touch was the beach towels provided.
Breakfast was seved cold,yes even the cooked breakfasts,cold boiled,cold fryed,cold scrambled eggs,bacon sausage all cold, every morning was the same.We did enjoy the sparkling wine (not as cold as the cooked breakfasts) After a few days most people opted for the other type of cold breakfast,cerials cooked meats,fruit,and bread rolls.the coffee served at breakfast was very good indeed.I wuld have expected the refurbishment to include the furniture in the lounge and dining areas where tears and wornout armrests where complimented only by scruffy carpets and curtains.
I must compliment all the staff for there helpfulness and pleasant disposition.

Room Tip: garden facing rooms have the best views
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  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 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.
RicardoLeal, Manager at Pestana Casino Park Hotel, responded to this review, November 29, 2012
Dear Guest,
Thank you very much for sharing your opinion about your stay with us. Our main objective is to achieve all our guests’ satisfaction and we promise to focus on that!

Regarding the coffee and tea making facilities, we have it available on request at a charge of 4,40€ for the entire stay (if more tea or coffee bags are requested than it is also charged),
We look forward to the pleasure of welcoming you in a not too distant future where no efforts will be spared to make your stay a most enjoyable and memorable one.

Kindest regards

Ricardo Leal
Unit Manager
Pestana Casino Park Hotel
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed November 25, 2012

We had a room facing a building site (which was luckily, not in operation) but near the road and it was quite noisy early mornings. The hotel building and the gardens are impressive but the building is clearly showing its age (We did not expect to find leaking ceilings!!). We were definitely put in the perhaps low cost rooms: we could have done with better or newer towels and kettle and hot drinks making facilities in the room. Access to Internet was a major issue; though on a break, we needed to be in touch and these days connection to Internet is widely available in Madeira. We were surprised that there was only a limited access in the hotel lounge. We wanted to use the cable connection in the room and after a couple of visits from hotel people it would not work. Parking is also an issue for people with a hired car! We could not believe that there were no more than 10 parking spaces available. Most hotel guests were retired people well over 65 and this may have not been an issue for the majority but having to drive around looking for a safe parking spot was always the after dinner carry on.
On the plus side, good location, good breakfast service...didn't try other meal services based on previous reviews, overall friendly staff. This hotel was probably a 5 star hotel in the 70's. it is a great choice for retired holiday makers. It could have been better. We read the rating for this hotel and made the choice but were disappointed on the mismatch. The island is great and a week is good enough time for a short break

Stayed November 2012, traveled as a couple
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RicardoLeal, Manager at Pestana Casino Park Hotel, responded to this review, November 28, 2012
Dear TripAdvisor reviewer,
Thank you very much for your feedback. Your constructive comments have already been shared with our management team and we promise to focus on improving them. Comparing hotel star rating can be very confusing; we may not be the best 5 star hotel in Madeira, but, we certainly have the best value for money on the island.
Regarding the building, I think that being “a piece of art” some people love, some other people hate and we have to respect it.
We truly value your comments as they help us to continually monitor and upgrade the quality of our service.
We would like to have another opportunity to welcome you soon to Pestana casino Park Hotel.
Yours sincerely
Ricardo Leal
Unit Manager
Pestana Casino Park Hotel
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Manchester, United Kingdom
Senior Reviewer
10 reviews 10 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
19 helpful votes 19 helpful votes
4 of 5 stars Reviewed November 20, 2012

We had a room facing a construction site. This didn't worry us too much as we did not spend a great deal of time in the room anyway but as a first visit I would expect the hotel to want to make you come back and perhaps give you a decent view.

Positives - totally agree regarding the breakfasts on here. We had bed and breakfast and no regrets. There is a really good choice - everything that you can think of and it's all very good. We didn't have dinner here at all after reading the reviews but there are plenty of restaurants nearby.

This brings me on to location - again really good. It's at the top of a hill but you can walk easily into Funchal one way and another smaller town the other way. People who stayed further out didn't make it to Funchal - which is a pity because it's worth a look round. There are also several smaller shops like a petrol station garage and a Spar really close to the hotel so you can buy bottled water etc as needed.

Negatives:

No tea and coffee in the room which is a shame but we didn't miss it for a week and you can have a cup at breakfast. The mini bar is also expensive but again we don't generally touch these anyway - prefer to buy our own.

Checking in did take a long time and there was a bit queue - around 30 minutes which was frustrating and disappointing.

The rooom we were in was 'tired' and old fashioned and needed a revamp which is why I would not rate 5 star - certainly not in English/European standards.

Overall for the breakfast (which sets you up for the day) and location I would recommend this hotel.

  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 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.
RicardoLeal, Manager at Pestana Casino Park Hotel, responded to this review, November 28, 2012
Dear TripAdvisor Reviewer,

Firstly we would like to thank very much for the time you took to put your constructive comments on the Tripadvisor webside. We do value your comments, mainly the fact that you found some positive points.

Secondly, we regret that some facilities offered in our Hotel was not up to your satisfaction. we would like to apology for any inconvenience experienced regarding these matters. We have taken good note of your suggestions.

Our aim at the Pestana Casino Park Hotel is to ensure the best holiday experience for all our guests, and I have informed the head of departments concerned about the issues mentioned and you may rest assured that proper actions will be taken in order to avoid such situations in the future. Your comments will help us improve our services even more.

With renewed apologies, we look forward to the pleasure of welcoming you in the near future at the Pestana Casino Park Hotel, where we will spare no efforts to proportionate you an enjoyable stay.

Yours sincerely,

Ricardo Leal
Unit Manager
Pestana Casino Park Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Pestana Casino Park Hotel

Address: Rua Imperatriz D. Amelia 55 | Quinta da Vigia, Funchal, Madeira 9004-513, Portugal
Location: Portugal > Madeira Islands > Madeira > Funchal
Amenities:
Bar / Lounge Business Center with Internet Access Casino and Gambling Fitness Center with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#14 Business Hotel in Funchal
#21 Family Hotel in Funchal
#21 Spa Hotel in Funchal
#27 Romantic Hotel in Funchal
#28 Luxury Hotel in Funchal
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Pestana Casino Park Hotel 5*
Reservation Options:
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Also Known As:
Pestana Hotel Park
Pestana Casino Park Hotel Madeira/Funchal

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