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Pestana Carlton Madeira
Ranked #32 of 88 Hotels in Funchal
Certificate of Excellence
Reviewed September 19, 2012

I was lucky enough to stay here on a timeshare holiday with my parents. This is the 1st time we have stayed at this hotel. We have previously stayed at the Funchal sister hotels - The Grand and The Promenade.
The Carlton offers hotel offers fantastic coastal views, polite staff and good facilities. My only complaint really was that t he towels weren't very fluffy and that the lower pool area is a little shabby.I don't feel it is quite upto the standard of the other Pestana resorts that I have stayed in. We were informed that the whole hotel is in the process of a refurbishment and I felt there are areas that would really benefit from modernisation.
Although we were very happy with our apartment, we spoke to many people who were staying in hotel rooms that were looking shabby.
We stayed in a refurbished 2 bedroom apartment with a huge terrace, sunbeds and hot tub. It was very stylish. Once the hotel is completely refurbished I think it will be truely 5* and something special.

  • Stayed: September 2012, traveled with family
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Thank exj
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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1,310 - 1,316 of 2,391 reviews

Reviewed September 17, 2012

This was our second stay at the Pestana Carlton, having stayed on a half board basis back in 2008. On this recent stay we opted for B&B as on our last stay we found an abundance of good quality restaurants close to the hotel. The hotel is situated within easy walking distance of Funchal, local restaurants and a Spar convenience store so it is an excellent base to explore Madeira. If you wish to explore further you are in walking distance of bus stops and a taxi rank. The doorman and staff in reception are only to happy to assist you with this. We travelled from the airport to the hotel by taxi at a cost of 35 Euros and arrived prior to normal check in time. We were given a drink and asked to return in an hour as our room was still occupied. Not a problem as it allowed us to get lunch at The Red Lion opposite the hotel. We returned as arranged to be told that our room had not yet been serviced but without any prompting from us the gentleman in reception upgraded us to a room on the 17th floor (1729) which was available straight away. The room had a large comfortable double bed, well furnished but the stand out feature would be the view it offered across Funchal, the bay and out to sea. It also had a balcony with two chairs and a table to enable you to relax and enjoy the view. The down sides we found was a bottom sheet that did not fit the bed and the shower would often vary in pressure and temperature. Minor irritations to an otherwise very nice room. We found housekeeping could be frustrating with items not replaced but this was easily remedid with a visit to reception. The Pestana group charge for tea and coffee replacement after your first complimentary offering, unusual but you can get additional supplies locally at less cost. The Pestana Carlton offers everything you would expect from a large chain hotel. The breakfast was varied but the quality and quantity had gone downhill from our last visit. It still offered a good selection but some of the hot food we found to be cold and if busy the tea and coffee service could be slow. We did not take any other meals at the hotel although they do offer a evening buffet along with entertainment and you can book a dinner/show at the Pestana Casino around the corner. The hotel has several pool areas with an abundance of sunbeds. The only sunbeds that we saw being 'reserved' were by elderly British couples !! We used the salt water pool which is very well maintained and has pleasant trees/gardens and easy access to a bar. The downside is that most of the sunbeds do not have natural shade, so if you were not a sun worshipper then you needed to 'hire' an unbrella from the pool attendants.
A good standard hotel (not 5 star) with pleasant, helpful staff. It has some minor irritations however these would not stop me returning.

  • Stayed: September 2012, traveled as a couple
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Thank PK61
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 16, 2012

Have just returned from a two week holiday at the Pestana Carlton - our second visit. We arrived at 11.00 a.m. and were surprised and pleased to find our room ready. We were given a cool glass of a fruit drink while we were checked in. The rooms are good. We have stayed on both occasions in a Junior Suite which can be highly recommended. I do agree with one or two other comments made about the hotel not being 5 star. On three occasions we had to change bath towels as they were not up to standard, one having two very large holes in it. Breakfasts could be improved. The choice is there, but having to queue for hot food is not good - and don't bother to try and get any toast, it is nigh on impossible unless you are prepared for a very long wait. Most of the staff are friendly enough and helpful. We did not eat an evening meal in the hotel as we think it overpriced for what you actually get. The restaurants nearby are much better value.

  • Stayed: September 2012, traveled as a couple
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Thank Judith T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 14, 2012

We stayed in this hotel for a week at the end of August
If you are looking for a 5 star hotel in Madeira do not pick this one.
Don't get me wrong, the hotel is nice but is a bit frayed around the edges. However, it is not just the look and facilities that make an hotel 5 star, it is the attitude of staff etc.
A bad impression was given from when we first entered the hotel to check in. This is the first time in 25 years that I had to wait for a room. We arrived just before 1:00pm to be told that the room would not be ready until 3:00pm. On querying this we were rudely told that check in is from 2:00pm. However, the hotel must remember that people on package holidays don't have much say in when they arrive. The receptionist didn't even offer somewhere to freshen up and get changed. It was only when we asked that she reluctantly told us we could use the Spa area.

On going down for our first evening meal we got to the restaurant only to be told we were only down for bed and breakfast. Instead of sorting the problem out there and then, we were ordered back to reception. On arriving at the reception we had to show our own copy of our documentation to show we were half board. The receptionist then admitted that they were already aware of similar problems with other guests. Why the restaurant had not been notified of this is beyond me.
This hotel also charges for all internet use including wi-fi. I cannot believe that a 5 star hotel does not have some free wifi spots. It also charges for extra tea and coffee in the room if you have used the few sachets they give you. Yet again not 5 star.
The attitude of the older waiters was arrogant. However, this does not apply to the younger waiters who were very helpful and pleasant. The waiters also were very selective in who they approached re wearing shorts during the evening meal. We saw one person challenged but a blind eye turned to the mean looking Russian,
The food was excellent. However, for the size of the hotel very few people had an evening meal in the hotel. This meant that the choice was quite limited.
Please also be aware that Pestana have some sort of timeshare in this hotel. It is annoying to be constantly pestered in the hotel regarding buying timeshare.

  • Stayed: August 2012, traveled as a couple
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3  Thank Airliebirdhull1960
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 13, 2012

Booked with our favourite carrier Thomson for two weeks starting August 27th. Arrived at hotel at 11.00am rooms were not ready but that is to be expected as most hotel have a book in from 14.00pm. We were given a higher room on floor 17 as ours was not ready on time. Great room with great sea view.
We found the staff to be very friendly and helpful and I cannot understand previous complaints about the staff. We were on B&B basis and to honest the breakfast could have been a lot better.
Facilities at the hotel are very good and I must correct some previous moans. If you stay at the hotel you do not pay for sunbeds or the use of the Spa. The hotel operates a time share/Beach club and it is those guests that pay the charges.
My one big complaint about this hotel is the pool bar. It plays mostly the same music day after day and hour after hour and if you like Celine Dion you will not after two weeks of her endless music. I addressed this to management and lets hope they take my remarks on board that no music is necessary.
It was very nice of the hotel to mark my birthday with a bottle of bubbly.
A big thank you to the Thomson rep Lexi who is an asset to them.

Restaurants I can recommend are
Red Lion opposite the hotel ate there 4 times.
O Jango in Rua de Santa Maria
O Tapassol in Rue de Santa Maria

ones to avoid
Chalet opposite the hotel very bad service and food not very good.
O Violino near Cable Car to be avoided at all costs over cooked steak and under cooked chicken. Please do not eat here.

Pub No2 opposite the hotel is great for luch and a lot cheaper than the hotel

Room Tip: Book a sea view the higher the better.
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  • Stayed: August 2012, traveled as a couple
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2  Thank TerenceSurrey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GSMPCM, Guest Relations Manager at Pestana Carlton Madeira, responded to this reviewResponded April 8, 2013

Dear Guest,
Thank you very much for your review and for choosing the Pestana Carlton Madeira Hotel for your birthday. The “bubbly” was a little kindness, your kind words are the best incentive.
We also thank you your compliments to the staff and we took good notice of your remarks about the breakfast, pool bar and the music so that improvements can be made.
We look forward to welcome you in the near future.
With kind regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 9, 2012

I stayed at the Carlton hotel in Funchal on 24 July for a week with my family and friends. On arrival we were met by the hotels friendly staff and offered a refresment, within minutes we had checked in and a porter took our bags to our room. We were allocated this beautiful family room that is the best family room I have ever seen! it was equipped with everything! Tv, hair dryers , his and hers robes, disposable slippers, safe, fridge and tea and coffee making facilities! the room was the size of two double rooms, the children each had a comfortable bed and our bed was enormous! Our room had a balcony overlooking the front of the hotel and although it could be noisy at times it didn't bother us. The room was beautifully cleaned every day and plenty of towels were left, even beach towels! the breakfast was buffet and you could have cold and warm, plenty to eat and again the service was 1st class! You could eat inside or on the terrace with breathtaking sea views. The hotel has two large salt water swimming pools and a small children's pool, u can also swimm in the sea by taking a lift to the ground level, you can walk if you like but there's loads of steps! I was surprised to see that there was plenty of sun beds including some in the water around the pool which my little daughter loved! As you arrive at the pool there's someone there with fresh towels and when you leave theres a place to leave your wet towels, this is the same when you use the inside pool and facilities, there's fresh towels everywhere. We loved the indoor pool, the children would swim while we used the other facilities , like the jacuzzi, sauna, steam room,scottish shower and gym. I could go on and on but must end by saying that I will definitely go back to he carlon and highly recommend it.

  • Stayed: July 2012, traveled with family
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1  Thank Anna M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GSMPCM, Guest Relations Manager at Pestana Carlton Madeira, responded to this reviewResponded April 8, 2013

Dear Guest
Thank you very much for submitting this lovely review about your enjoyable holiday at the Pestana Carlton Madeira Hotel.
We would also like to thank you for choosing the Pestana Carlton Madeira Hotel for your holiday in Madeira and your kind recommendation to others.
We look forward to have another opportunity to host you in a near future.
With kind regards,

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Reviewed September 3, 2012

We had some high expectations as we believed we had booked a 5 star hotel, immediately these were dashed we had to wait almost 4 hours for our room to be ready and that took two promises of the room being ready, considering we had upgraded to a senior suite this was extremely disappointing, but having been up since 4 am and travelling with 2 kids under 6 we were exhausted in need of a shower a bed and were instead offered the sun beds by the pool there were no room savailable for us to rest and refresh in ... Hmmmm really? Once given a suite it was spacious and clean but no ironing facilities ... Usually a given in a 5 star nope not in a pestana 5 € an hour, you want water there's a charge, coffee and tea there's a charge, I called reception for some ice ... €8 !!! umbrella by the pool ... Charge ! There's no pool bar or waiter service, there is a playground that is small inadequate a health and safety nightmare and reeks of sewage, no kids club or kids entertainment. The breakfast is ok the food in the restaurants very overpriced accompanied by dismal customer service this is a theme throughout the hotel, the staff are miserable downbeat unwilling to help. I would never ever book a pestana hotel again.

Stayed: August 2012, traveled with family
6  Thank Rebecca C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GSMPCM, Guest Relations Manager at Pestana Carlton Madeira, responded to this reviewResponded April 8, 2013

Dear Guest,
The Pestana Carlton Madeira Hotel would like to thank you for your review.
Achieving quality and or guest’s satisfaction is our daily goal and it is with sincere sadness that we have read your comments. We never had the intention to provoke any kind of dissatisfaction to you or any member of your family. Good notice of each one has been taken so that each department can investigate and endure measures in order to avoid such comments in the future.
However, we would like to inform that we always do our best in trying to help our guests with early check in when needed, but in the summer time with the hotel full it is almost impossible also because the official check out is at 12:00 and check in is at 14:00.
Also referring to the hotel extra charges, we are obliged to inform that our dear hotel guests do not have to pay for umbrellas by the pool. If you were charged any expense please be so kind to contact us in order to rectify this mistake.
We would like very much to have the opportunity to humbly welcome you again in the future and correcting your opinion about us.
With kind regards,

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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 Carlton Madeira

Address: Largo Antonio Nobre, no 1, Funchal, Madeira 9004-531, Portugal
Location: Portugal > Madeira Islands > Madeira > Funchal
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool
Hotel Style:
#5 On the Beach Hotel in Funchal
#6 Business Hotel in Funchal
#10 Family Hotel in Funchal
#23 Spa Hotel in Funchal
#27 Romantic Hotel in Funchal
#31 Luxury Hotel in Funchal
Price Range: $93 - $235 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Pestana Carlton Madeira 5*
Number of rooms: 290
Official Description (provided by the hotel):
The Pestana Carlton Madeira is a luxurious and charming 5-star hotel in the city of Funchal, on the island Madeira with views of the sea, garden, swimming pool or Funchal bay. It's only 10 minutes on foot from the city centre, with a private car park available for a fee. It features two enormous outdoor saltwater swimming pools, direct access to the Atlantic ocean, and a dive centre where you can experience your first underwater adventure and take boat excursions. For deeper relaxation, you can take advantage of all of the services available at the Spa, including the 25-foot indoor swimming pool, Jacuzzi, Turkish bath and relaxation rooms where you can enjoy a Magic Spa treatment. The hotel features Wi-Fi, four restaurants and two bars. ... more   less 
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Also Known As:
Pestana Carlton Madeira Funchal
Carlton Hotel Madeira

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