The main problem with this hotel is that it caters primarily for conferences and other functions but does not have the number of support staff to do this properly and service its hotel guests at the same time.
The hotel is visually beautiful; lovely public rooms, nice swimming pool and superb gardens. However, the wings are very ordinary. Our garden suite (in one of the wings) was pretty but the bathroom is very congested and the towels were like cardboard. The new wings are not soundproofed properly so the noise level at night is very disturbing. The hotel is on the flight path to Lisbon airport so forget the idea of leaving windows open at night. The room was not cleaned properly on any of the 5 days we were there.
The service was very slow in the entire hotel (although the concierge service was prompt and very effective) and a dinner for four in the restaurant (2 courses) took 3 hours! Although the food was good that evening, the breakfasts varied in quality each morning.
The staff are delightful but completely unable to cope with the number of guests requiring assistance: the bar service was particularly slow.
All this would just about be acceptable if the prices were much lower: at a (reduced) rate of EUR 663 per night for a garden suite the prices are totally unreasonable. The management of the hotel (regional director) thinks his hotel is wonderful, that the staff did everything they could to make our stay pleasant (which they did) apologised for it's shortcomings but offered nothing by way of redress!
- 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