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“Amazing hotel”

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Pestana Palace Lisboa
Ranked #37 of 255 Hotels in Lisbon
Certificate of Excellence
Reviewed September 23, 2012

This is without a doubt the most beautiful hotel I have ever stayed in and the service is top notch. The staff cannot do enough for you. The restaurant manager asked if we would mind completing a customer feedback form which included 46 questions which gives you an idea about the details they train their staff to provide. On our last night we told the concierge which restaurant we were going to so that he could direct the taxi driver and when we arrived the taxi driver told us the hotel had called ahead to get us a table so we could avoid the queue of 20 people that were waiting. The restaurant manager also seemed to be more attentive to us so I suspect the hotel has some sort of arrangement with them. The pool area is lovely. We upgraded to a balcony room which was worth it. The breakfast is amazing and they make the greatest mojitos. Everything was perfect.

Stayed: September 2012, traveled with friends
Thank AmeliaLondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paulo R, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded February 18, 2013

Dear AmeliaLondon,

We are so happy to hear you enjoyed your stay as well as the service of our staff.
The request to fill the questionnaire is part of our procedures to evaluate the satisfaction of our customers, because we have high services standards and we want to improve every day.
Were you surprised by the treatment in the restaurant? Well, our Guests are always VIP!
Thank you for visiting Pestana Palace Hotel & National Monument and for taking time to post your review, which highly appreciated.
We hope to see you soon in the next visit to Lisbon.

Sincerely,

Paulo
Guest Ambassador

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Reviewed September 18, 2012

I spent two nights with my family at the Pestana Palace in Lisbon last week. We were on holidays on the way to a cousin's wedding in Northern Portugal and the stop in Lisbon was for us to spend sometime together before heading to Monsantinho.

I must say the hotel was a complete surprise. A stunning building which was brought back to its original splendour in a delicate and tasteful manner.

The reception area is very understated and ugly compared to the rest of the hotel, something the owners should quickly change. It feel old, antiquate and cheap.

While the social area is set at the old palace building, the rooms are situated in two modern wings on both sides of the garden. The bedrooms are classic, but basic for a 5 star hotel. The mattresses are of poor quality, very hard. Everything else in the room is well appointed, discrete and appropriate to the hotel's surroundings.

The hotel offers a superb breakfast service, which you can take indoors or outside in the garden. Excellent service at the restaurant. The bar is fine, cosy and an excellent option for a late night cap before heading to your bedroom.

The garden is more of a botanic garden then a house's garden. It is stunning! Everything about it makes you want to hang in the hotel and forget about leaving its grounds. We had two amazing summer days, so it was a delight! The swimming pool is beyond beautiful and brings you another surprise: it has running water, making it natural and cool.

What the hotel fails to deliver is a proper set of business services. The internet (only WIFI service offered) is appalling! It is simply impossible to use it in your bedroom. The service is so patchy and weak that a simple google search is impossible. Downloading emails is mission impossible, even on common areas like the reception, lobby or the main living rooms in the house. It's a real shame because I would simply not stay there for business. The other issue is that, although the service is very courteous, everything is too slow. The porters, the reception staff... it's all too slow.

So, my verdict: I would come back in a second for a leisure stay, but most definitely on a business trip.

Room Tip: All rooms are nice
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  • Stayed: September 2012, traveled with family
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1  Thank tonicocanto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paulo R, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded February 18, 2013

Dear tonicocanto,

Thank you very much for sharing your comment on TripAdvisor.
We are very pleased that you have been a positive experience, however we apologize if for some reason the internet did not work in the best way and for not having appreciated our mattresses. We will present these proposals to our Unit Manager.
We appreciate your constructive and detailed feedback. For us it is very important because based on their opinion we can improve our services.
You will be very welcome to Pestana Palace Hotel & National Monument.

Paulo
Guest Ambassador

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Reviewed September 15, 2012

We spent two nights at this hotel. The Palace and gardens are fantastic and so is the pool. The main restaurant is something else, and it is a great building to explore.

The two wings which house the bedrooms are obviously newer, but are tastefully done. I would probably agree with a previous comment, '5 star service, 4 star rooms'. This is because they are small size compared to other hotels, but to be fair this did not spoil the trip as we spent most of the time outside of the room.

Be prepared to get cabs as the centre of Lisbon is 10 minutes away, but these were cheap and always available.

Go, if only for the palace and the amazing service.

  • Stayed: September 2012, traveled as a couple
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1  Thank Westons2009
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paulo R, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded February 18, 2013

Dear Westons2009,

Thank you for your kind comments.
The architecture of the Palace is entirely French style and some critics consider the Valle Flôr Restaurant and the breakfast room of a mini Versailles. We were very glad you enjoyed your experience.
Thank you very much for visiting Pestana Palace Hotel & National Monument and for posting your review on TripAdvisor, is very important for us and for future travelers.
We look forward to welcoming you back soon.

Sincerely,

Paulo
Guest Ambassador

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Reviewed September 13, 2012

How can this hotel be so affordable?

OK, it's not mega cheap, but compared to other five stars in major cities it is absolutely amazing.

Exquisite huge grounds. A separate Japanese folly in the gardens where you can have a private tea or play mahjongg (we did) or have drinks with friends. Beautiful public lounges where you can curl up on lush brocade and read your book in absolute peace. Fabulous small boutique night-time bar with live crooner and piano and delicious, substantial bar snacks.

A fantastic, atmospheric, garden-surrounded pool that you can use for the rest of the day even if you have checked out early.

Concierge staff who will do ANYTHING for you. They organised great tables at top restaurants for us. Taxis are at the door at all times.

Wi-fi is fast and free.

Lovely elegant big rooms.

The BEST buffet breakfast in Europe. Really. And we've had quite a few.

I cannot believe that it only cost 330 euros a night for a big double, incl. breakfast.

Don't bother going anywhere else in Lisbon. We never will.

  • Stayed: July 2012, traveled with friends
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1  Thank Pigmango
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paulo R, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded February 18, 2013

Dear Pigmango,

Thank you! Thank you! Thank you!
You are the best!
We are delighted that you enjoyed your stay.
Thank you very much for your wonderful review and for your high esteem of our Hotel and Staff.
We will sharing with all Teams your candid feedback.
Pestana Palace Hotel & National Monument is your home in Lisbon, you are always welcome.

Sincerely,

Paulo
Guest Ambassador

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Reviewed September 11, 2012

It was just unbelievable. Beautiful settings. Manicured gardens and warm Portugese environment.
The staff was extremely curteous and helpful. Buffet breakfast was included and it was excellent. Dining at the plush restaurant was a memorable one with a cordon bleu presentation not to mention the food was super excellent although a little bit steep price wise but worth it when you are living it. We ordered room service in the evening as we were hungry but were extremely disappointed and it was extremely expensive. I wouldn't recommend it. Be mindful the hotel is a historic landmark and is tugged away from the city center and you certainly need a cab to go to the city. It costs about 10 Euros. Overall, we were extremely pleased with our stay and we would certainly go back should we decide to go to lisbon. By the way, we had a free dinner for our stay of one week, drinks excluded.

Room Tip: Rooms overlooking the gardens
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  • Stayed: August 2012, traveled as a couple
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2  Thank vicn49
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paulo R, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded February 18, 2013

Dear vicn49,

We loved your title!
Thank you for visiting Pestana Palace Hotel & National Monument e for sharing your review on TripAdvisor.
We are all happy to learn that the hotel service and facilities met your expectations and that you enjoyed the hotel atmosphere and staff courtesy the most.
The Chef and his Team appreciated your kind words about the meals.
Sorry if the room service not exceeded your expectations. We would like to know what did not work so that we can improve.
We hope to see you again in the next time you visit Lisbon.

Sincerely,

Paulo
Guest Ambassador

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Reviewed September 4, 2012

My husband took me here to distract me from the preparations for a surprise birthday party. Little did I know! The hotel staff were fantastic from our arrival. The first surprise came at check-in with a room upgrade. A trainee then took us on a tour of the palace showing us the beautiful rooms and chapel while the porters looked after our luggage. The bedroom was very nicely decorated and had a lovely view of the gardens. We were there in a very hot August day and the pool was just wonderful for a very refreshing swim in the beautiful settings of the botanical gardens. The outdoor pool and pool house themselves are worth the visit for their exquisite setting. An all marble former lake! Dinner was excellent in the conservatory, with exquisite food and great wine, followed by coffee and a digestif in the garden. The following morning the buffet breakfast was a real treat served in the conservatory and the garden. We thoroughly enjoyed our stay and strongly recommend this hotel to anyone who wants to enjoy a quiet luxury oasis away from the busy city centre. We plan to make this a regular place to stay when visiting Lisbon.

Room Tip: Ask for a room with garden view.
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  • Stayed: August 2012, traveled as a couple
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2  Thank Maria S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paulo R, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded February 19, 2013

Dear Maria S,

What a nice review!
Thank you very much for sharing your positive comment on TripAdvisor.
Certainly that was a very good surprise and we are glad you enjoyed the experience on Pestana Palace Hotel & National Monument. "Memorable Moments" is what we want to offer to our Guests.
We look forward to welcoming you back.

Sincerely,

Paulo
Guest Ambassador

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 27, 2012

My brother and I stayed here and relished the preservation of a lovely piece of architecture. The room was wonderful; breakfast was good; the pools were wonderful both for relaxing and swimming laps. Staff was great; if you are doing a massage, ask for Ana. CLose enough to historic Lisbon that you could walk; we did both walking and cabs (which were reasonable). Highly recommended.

Room Tip: The garden facing rooms were quiet.
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  • Stayed: August 2012, traveled with family
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1  Thank Malinda H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paulo R, Guest Ambassador at Pestana Palace Lisboa, responded to this reviewResponded February 20, 2013

Dear Malinda H,

Thank you so much for your wonderful review and the 5 star rating in all categories.
Your comments will be shared with the entire staff that will surely be proud and they will be encouraged by your remarks.
It was a pleasure to read that you give the hotel your highest recommendation.
We really hope to have the pleasure of seeing you again in Pestana Palace Hotel & National Monument.

Sincerely,

Paulo
Guest Ambassador

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 Palace Lisboa

Address: Rua Jau 54, Lisbon 1300-314, Portugal
Location: Portugal > Central Portugal > Lisbon District > Lisbon
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Lisbon
#9 Spa Hotel in Lisbon
#13 Family Hotel in Lisbon
#16 Romantic Hotel in Lisbon
#32 Luxury Hotel in Lisbon
Price Range: $203 - $397 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Pestana Palace Lisboa 5*
Number of rooms: 194
Official Description (provided by the hotel):
Pestana Palace Hotel & National Monument, member of the "The Leading Hotels of the World", is a 5 star hotel in a 19th century palace located in the city of Lisbon, and its gardens, with a variety of plants and subtropical trees, are classified as "National Monument". ... more   less 
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Also Known As:
Pestana Palace Lisbon
Hotel Pestana Palace

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