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“Excellent hotel but for one small issue of charging for tea and coffee sachets in the room”

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Pestana Carlton Madeira
Ranked #32 of 88 Hotels in Funchal
Certificate of Excellence
Reviewed January 31, 2010

I have just returned from a 14 day stay in your hotel, having been a frequent visitor over the past 20 years, even when it was part of the Sheraton group.
I have always enjoyed my visits and indeed did so this time again but for one minor issue which I did bring to the attention of the reception manager at the time.

On returning from a night out about 10 oc one evening, my husband and I decided we would like a quick cup of coffee before going to bed, only to discover that there were no sachets of coffee on the tea tray. I rang 'housekeeping' - no reply - and then rang 'reception' to ask to have some sachets sent to our room only to be told that that was the responsibility of 'room service' and that there would be a charge of €6 for this.
I could not believe it. I have never been in a hotel where there was a charge for these small items.

When I complained to the reception manager the following morning, she told me that it was the policy of the Pestana group to supply a small complimentary selection of teas and coffee on arrival and after that, one would have to order replacements from 'room service' which would be charged to our account. She told me also, that it was the responsibility of 'room service' and not 'housekeeping' (as I would have expected), to replace the used cups and saucers daily. This in fact meant that when the housemaid had finished cleaning the room, it didn't appear clean and tidy because of the dirty delph lying on the table, which she obviously did not consider part of her job to either replace or clean. I normally ended up washing the delph in the bathroom and drying them with tissues - hardly something one should have to do in a 5 star hotel.

As there was no information in the room on the policy of charging for tea and coffee sachets, I didn't know whether we would also be charged for the shampoo, conditioner, etc in the bathroom, for use of the bathrobe or for the other provisions which I would normally assume to be part of the facilities provided in any hotel room.

This is a 'penny-pinching' policy and does no justice to the reputation of the Pestana group.

I realise this is a very small matter but for me, it was the difference between a nearly perfect and a perfect holiday.

  • Stayed: January 2010, traveled as a couple
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1  Thank KatemacDublin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Reviewed January 27, 2010

We have just returned from our third stay at this Hotel.It isa lovely hotel, the staff are very kind and do their utmost to ensure you have a happy relaxed time there. We always have a room which we like with a sea view, the breakfasts really are most enjoyable particularly when served on the terrace.
The garden restaurant is a fantastic place to enjoy a cold beer or a spot of lunch where there isa fantastic view overlooking Funchal harbour and the sea.
We shall definately be returning.
Mr and Mrs Jones

  • Stayed: January 2010, traveled as a couple
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1  Thank madeiraWales
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 8, 2010

We chose to return to Madeira to celebrate New Year. We had previously visited Funchal for Christmas a few years ago but had not stayed over New Year. This was our chance to see what was on offer in our hotel and observe the celebrations across Funchal at this time. We were offered an upgrade to a superior room on our arrival for an extra 50 euros per night and we took this deal. The room was really lovely and it certainly added to our enjoyment of our time in the hotel. We are not sure how we will take to reverting to an ordinary room on future holidays! The room faced the sea and was on the 12th floor...splendid views and a great terrace. The bathroom was superb, very spacious and luxurious. All the staff were very friendly and helpful throughout our stay. Our travel rep, Daniella, was also a great help. Our friends were staying in another hotel in Funchal and wondered if they could join us for the Gala dinnner at Hogmanay. Daniella dealt with this request and reported back to us that the hotel was full and not able to accommodate extra guests. The next day she reported that our friends could join us after all but at the price of 150 euros each! They decided this was too expensive for a meal. They did join us on the 18th floor terrace for the fireworks display (which was magnificent!). We all had to pay 25 euros to access this viewpoint. This was the subject of much discussion between us. Soup and sandwiches were served about 2am.
The hotel has been refurbished and the pool area is lovely. The pool bar and loungers are much improved and we were impressed with the layout. I paid 3 euros to access the internet, using the hotel's computer for 15 minutes (this increases to 5 euros for half an hour).
Dinner was served in the Arcos dining room which became a bit tedious after the first couple of evenings. This was a buffet and although there were some themed evenings it did seem to be very samey. The Gala dinner broke this and showed what the hotel could be capable of but the Taverna was not opened to us on any other evening.
Once again Madeira did not disappoint. Although there were some rainy periods, there were some really lovely days...New Year's Day and the 3rd of January were particulary good. The whole of Funchal was decked out in lights and Nativity Scenes and the centre of town was a hive of activity every evening. We went to the Casino dinner and show on the Saturday evening and our friends agreed this was really good value.
All in all a really good week away from the snow and ice here. My husband would have made more use of the fabulous terrain but public transport was rather limited over the days we were there. There had also been reports of landslips and trees down in places. He used the gym in the hotel instead.
Madeira certainly knows how to celebrate...lots of cruise ships come into the harbour to view the fireworks display. If ever you get the chance to visit at this time do take it.

  • Stayed: January 2010, traveled as a couple
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2  Thank hotfootScotland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GSMPCM, Guest Service Manager at Pestana Carlton Madeira, responded to this reviewResponded January 14, 2010

Pestana Carlton Madeira Hotel would like to thank you for your review.
We have taken good notice of your remarks, achieving quality and our guest’s satisfaction is our daily goal.
We wish you all the best in 2010 and look forward to welcome you again in the near future,

Best Regards,

The Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 8, 2010

Lovely hotel, with super sea facing room - very large. We were there at new Year time and watched the fireworks from the roof....spectacular! Breakfast was very good, but used outside restaurants for Dinner. Staff were all very helpful. One problem - I hired a car for the 6 days we were there and parked it at the Hotel. Although we were out most days the parking cost over 60 Euros for the 6 days - even as residents!!! I found this wery unusual and difficult to accept

Dave M

  • Stayed: December 2009, traveled as a couple
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4  Thank DaveM6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GSMPCM, Guest Service Manager at Pestana Carlton Madeira, responded to this reviewResponded January 11, 2010

Pestana Carlton Madeira Hotel would like to thank you for your review.
Achieving quality and our guest’s satisfaction is our daily goal.
We are very sorry for your disappointment about the car park pricing.
We look forward to welcoming you again in the near future,

Best Regards,

The Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 24, 2009

We had originally stayed at this Hotel for our Honeymoon when it was The Sheraton. Our return for our 25th Anniversary was all we could have wished for. Sometimes returning to a previous location can be a mistake but this was not the case here. The staff were excellent and ensured that we were satisfied with all aspects of our stay. The sea view rooms give a panoramic view of the surrounding Hotel (Reid's Palace), part of the Harbour and the sea. Sitting on the balcony in the winter sun watching the cruise liners arrive in port in the early morning is a good way to start the day before going down to the excellent buffet breakfast and setting off in the car to explore the island. We were on B & B and did not get round to eating in the main restaurant. We sampled the food at the Pool and in the Bar, both of which were very good. Most evenings there was some live music in the Bar area with dancing for those with any energy left in their legs.
The location of the Hotel allows you to walk into Funchal for the evening to explore the town and seafront bars and restaurants and even the walk back uphill becomes easy after a couple of trips. While we were away the Christmas lights were switched on everywhere giving the whole of Funchal a fantastic Festive feeling.
The main difference we noticed in Madeira on returning was the roads and tunnels. They are fantastic and allow fast access to parts of the island which would previously taken half a day driving over mountain passes to reach. Don't be put off driving here. It opens up views of the countryside that coach excursions can't show you. The car hire was reasonably priced but do practice your hill starts. It was possible to park in the Hotel car park and once you get used to the free parking options nearby, did not cost as much as we had expected.
We are already talking about returning to the Hotel in the springtime to see the flowers.
A fantastic Holiday. Thankyou.

  • Stayed: December 2009, traveled as a couple
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3  Thank Castle_Office
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GSMPCM, Guest Service Manager at Pestana Carlton Madeira, responded to this reviewResponded January 11, 2010

Pestana Carlton Madeira Hotel would like to thank you for coming back after 25 years for a memorable holiday.
Achieving quality and our guest’s satisfaction is our daily goal, and we can note that very well in your review, thank you very much.
We look forward to welcoming you again in the Springtime as you say,

Best Regards,

The Management

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Reviewed December 3, 2009

A great redo of an older hotel with large modern rooms, full of nice features such as heated floors in the bath, huge breakfast, 10 minutes to downtown and sites, big pool, very nice staff, and great great views. Very nice for kids, good activities. Mix of Portuguese and Brits as guests. I will return!

Stayed: November 2009, traveled with family
2  Thank EgasMoniz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GSMPCM, Guest Service Manager at Pestana Carlton Madeira, responded to this reviewResponded January 11, 2010

Pestana Carlton Madeira Hotel would like to thank you for your review, and the compliments you have made on it.
Achieving quality and our guest’s satisfaction is our daily goal.
We all look forward to welcoming you and your family again in the near future,

Best Regards,

The Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 29, 2009

Hotel was great - although there were a lot of rooms it always felt like you were in a small, cosy hotel with a lovely welcoming atmosphere. The location was ideal - a 10-15 minute walk brought you into the town of Funchal. Loved the layout of the hotel. Lifts were available to all levels and always came within a few seconds. Layout of pools great and there were many areas to lie and enjoy the sun. Pools perfect size and temperature. The rectangular one down at sea level was great for those wanting to swims lengths and get some exercise. Everywhere you went there was a toilet nearby and friendly staff were always around to assist in anything you wanted. Booked a great levada walk through explorers at the hotel, explorers are definitely the people to go with, our walk in the Western part of the island was fantastic, guide was great fun and very knowledgable. We went half board, buffet for breakfast which you could eat al fresco if you wanted, which was beautiful. Evening meals were served by a waitor, set menu with a few alternatives for each course, all food top quality, again you could eat outside which was a lovely atmosphere, again staff superb. We did book an East island tour through Thomsons at the hotel and this was disappointing, not much to see at some of the stops, viewpoint would have been great only it was misty (not thomsons fault!), only stop we enjoyed was a mini levada walk. Loved this hotel and would definitely stay there again.

  • Stayed: November 2009, traveled with friends
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3  Thank waspette
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GSMPCM, Guest Service Manager at Pestana Carlton Madeira, responded to this reviewResponded January 11, 2010

Pestana Carlton Madeira Hotel, would like to thank you for your review.
We are very glad to hear that you enjoyed so much the welcoming atmosphere, the pools and the food. Achieving quality and our guest’s satisfaction is our daily goal.
We look forward to welcoming you and your friends again in the near future,

Best Regards,

The Management

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 Carlton Madeira

Address: Largo Antonio Nobre, no 1, Funchal, Madeira 9004-531, Portugal
Phone Number:
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
#17 Family Hotel in Funchal
#23 Spa Hotel in Funchal
#27 Romantic Hotel in Funchal
#31 Luxury Hotel in Funchal
Price Range: $94 - $223 (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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