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.
- 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