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“Not what you would expect from a Leading Hotels of the World”

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Pestana Cidadela Cascais
Ranked #8 of 39 Hotels in Cascais
Reviewed September 25, 2012

The Pousada de Cascais is situated in the centre of Cascais. The hotel has a great location, but the hotel doesn't offer the standard you would expect from a 5* Leading Hotels of the World.

The design of the hotel and also the furniture of the rooms is very nice.But the rooms (even the junior suits) don't have a balcony, a coffee machine or a kettle. The bed was very comfortable, but it smelled terrible. I asked for an other pillow and they could offer me only one. In the menu it was written that they have a wide variety of different pillows...

If you want to use the WiFi you will have to ask for a code that lasts only 30 minutes. After 30 minutes you will need an other code.

The breakfast didn't meet the expectations of a 5* hotel. The fruit juice was not freshly pressed and the fruits were immature. If you need some special dietary products or you have an allergy you will have a hard time in this hotel. I asked two days before arrival for gluten free bread, and I continued asking every morning for it - I never get it. They don't write the ingredients of the bread or cheese on the buffet so you will have no idea what kind of bread (wheat, spelt, rye) or cheese (cow, sheep, goat) it is. If you order a tea they will bring you a Lipton tea and the cappuccino is made with UHT milk. The breakfast room is also too small for all these guests. The tables are very small and you will have to wait for a table if you want to sit outside.

The spa consists of a steaming bath and a sauna (and a treatment area that I didn't use). In the shower of the spa there was a very strength smell of urine and in the water of the swimming pool there were some peaces of paper or something I couldn't identify. The steaming bath didn't seem very cleaned.
The gym exists of 7 tools and it's very small for such a big hotel. There were no cups for the water and no fresh towels.

The service was not very professional and helpful. I think the hotel has not enough stuff. They forgot my luggage in the room and as already mentioned they weren't able to organize gluten free bread. I think you can expect this kind of service in a 5* leading hotel of the world.

For the room service they will charge you 5 Euro in addition to the price that's written on the room service menu. These 5 Euro are not mentioned at all in the menu. You also will not find a map of the building in the room. That's a pity because the building is very nice and it has a wall on one side where you can walk around the fort.

Summing up I'm very disappoint about the Pousada de Cascais. I would not recommend it.
This hotel could be very nice, but due to the bad service/management it's really not worth its label "Leading Hotels of the World".

Room Tip: Don't book a standard room if you have to pay 660 Euro. It's very small, especially the bath...
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  • Stayed: September 2012, traveled as a couple
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7  Thank xlixda
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Reviewed September 25, 2012 via mobile

First off, this is a great hotel in a beautiful town with an excellent location. Here's the positives and negatives:

The Good:
1. Excellent Design - sleek, minimalist cool. Feels 5 star.

2. Great location. 2 min walk into town. Lovely position on marina and in historic fort.

3. Very comfortable rooms. Ours was on level 0 in the old vaulted part of the fort. Huge, very cool, all mod cons. Bit of a trek to pool etc but no biggie.

4. Great gym.

5. Good food, breakfast, lunch all excellent.

The Bad.

1. Not 5 star service. Although the staff were all individually nice, the sum is less than the parts. We weren't even asked how our stay was at the end.

2. My wife's nail treatment was a total failure. Polish would not dry and had to be removed immediately. I had it removed from the bill but no apology.

3. Poor cleaning of rooms. Very late - after 4 pm and we had to ask for it to be done once.

4. Wifi is fussy. You have to ask reception for codes that five you 30 mins of time. It's a pain after a while.

5. The overall impression is of quite junior, inexperienced staff who lack a genuine personal touch. We didn't see any duty manager type person who was taking control and looking after the details or just setting the tone.

Having said all that, we really enjoyed this hotel and would happily go back. I'd say another year and they will have ironed out the bugs.

Cascais is beautiful - a great town full of charm and with an upmarket feel.

  • Stayed: September 2012
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2  Thank Ryan17
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 25, 2012

If you look for something exclusive you are on the right address. Located inside the citadel the Pousada de Cascais is this kind of place where time has no impact. Your life takes a different turn as soos as you enter the site. The staff is professionnal and friendly. The rooms are modern and comfortable and the heated swimming pool a real pleasure.
I would recommend this hotel to anyone who wants something a bit different.

  • Stayed: September 2012, traveled solo
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Thank Preface
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 25, 2012

This is an interesting hotel set within the fortress walls. We received an excellent welcome on our arrival. Our room which was very comfortable and had a large balcony overlooking the marina. The staff were at all times courteous during our 14 day stay and even managed some good humoured banter during the European Cup matches which were discreetly screened in the dining area. The breakfasts were excellent, as were the meals we had in the evening.
The only problem we found was with the gym which is quite small. Despite air conditioning it becomes very hot during the afternoon and early evening when in full sun.
We did have a car and this was parked for us at the end of each day and delivered promptly when requested in the morning. This car parking is expensive but we were aware of this when we booked.
Cascais is a lovely resort with excellent restaurants and designer shops. It is worth taking the train to Lisbon as this is a very easy method of accessing the capital.

  • Stayed: June 2012, traveled as a couple
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Thank John N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 24, 2012

After the miserable experience at the hotel Baia, I chose the Hotel Pousada de Cascais!
Wonderful!!!
Reception is staffed with lovely, friendly, competent staff! They worked around my early arrival (9 am), offered tea, etc.
Rooms are lovely and calm, service is ALWAYS friendly and competent.
Try the Spa! Helena is the most gentle person, who gives a great back massage and express manicure.
I've been to many LHW hotels, mainly in France, but this one is on my top list!

Room Tip: ...write them an e-mail before you arrive, if you need anything special! I advised them of my early...
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  • Stayed: September 2012, traveled with friends
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Thank Geneva99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 24, 2012

All staff were friendly and helpful. Lovely view of the marina when eating breakfast every morning.
Hotel is only a lovely 5 minute walk from the centre where you can find plenty of places to eat and drink. The rooms are decorated nicely and the bathroom and fittings very modern and contemporary. Pool is heated which is a real advantage as most pools in Portugal are normally cold even in the middle of summer! Ideal hotel for couples but not so ideal for children I guess.
We stayed for a week in September and would recommend this hotel to anyone.

  • Stayed: September 2012, traveled as a couple
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Thank ALANANDLYNDA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 20, 2012

This Pousada has great potential, the renovation is first class, the building and setting really excellent. The rooms are very contemporary and nicely done. Cascais is really great - we were impressed, nice streets to wander around, the marina, along the coast and the local park/museum. The Pousada is very nearly perfect but is let down on a couple of issues, it was quite busy when we arrived and they really struggled with breakfast, getting coffee was nigh on impossible, not something that is acceptable in a hotel with aspirations that this clearly has. Service in the pool restaurant was very hit an miss, the staff were good on the whole, one or two exceptions but the organisation of the whole place was a bit of a shambles. They need better snack options around the pool, simple stuff like a sandwich (that doesn't need to be eaten with a knife and fork). The food is good in the restaurant and the setting is good looking over the marina, it should be busier than it was. Usual Pousada issues with 30 min wifi but they did give you four at a time.

The pool area is much smaller than in appears in the photos, so may not be your best choice if you want a sunbathing type holiday. No parking either which we weren't aware of from booking, they recommend the nearby underground which is secure and fine but expensive around 19 euro a day.

  • Stayed: September 2012, traveled as a couple
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Thank custard
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Pestana Cidadela Cascais

Address: Avenida D. Carlos I | Fortaleza da Cidadela, Cascais 2750-310, Portugal (Formerly Pousada de Cascais)
Location: Portugal > Central Portugal > Lisbon District > Cascais
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #8 of 39 Hotels in Cascais
Price Range: $119 - $338 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Pestana Cidadela Cascais 5*
Number of rooms: 126
Official Description (provided by the hotel):
Pestana Cidadela Cascais – Pousada & Art District is a 5-star hotel located in Cascais. It is part of the Pestana Collection Hotels and one of the first hotels in Europe to have an Art District on site. This historic hotel is surrounded by studios, galleries, and museums with views of the sea and the Cascais marina. It is located 3 minutes on foot from the beach and 5 minutes on foot from the town centre. It is very close to various beaches, including the surfers' paradise, Guincho beach, parks, museums, shopping centres and the Casino do Estoril. Take a dip at the indoor swimming pool with views of the marina or the outdoor swimming pool surrounded by the Fortaleza gardens. Discover Déjà Lu, our charity bookstore, our Spa and the state of the art gym. For your enjoyment, we offer two restaurants and a bar. From the rooms with incredible views of the marina to the rooms located in more historic areas of the fort, spark your curiosity and choose one of the many Author's rooms ... more   less 
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