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k H
welwyn

Pestana Grand - Excellent over all but......

4.0 of 5 bubblesReviewed Oct 3, 2012
We stayed a few days at the Pestana Grand mid September, lots of plus points but a few negatives as well. We visit Madeira every year and have stayed in quite a few Pestana hotels, I expect the service and accommodation to be of a five Star standard, but a few points are letting the hotel down.

Plus points
Helpful and efficient staff
The hotel is quite a way from Funchal, but in a developing area, good local restaurants & shops and interesting walks.

Lovely large room, with a beautiful sea view, good sized balcony, very comfortable bed, also tea &coffee making facilities, very clean.
Excellent breakfast buffet with plenty of choice, well cooked and tasty, brilliant bacon & eggs!
Large pools with jets, plenty of sun beds, pool towels provided free of charge,but...........................

Negative points
The shower door did not close, so the bathroom floor ended up very wet and slippery, the water did not run away when showering, so you ended up standing in several inches of water, I did complain, but the problem was not fixed.
The towels were very hard and old, some had holes in them, this is one of my pet hates!
I expect a 5***** hotel to have WHITE FLUFFY TOWELS!! Not to much to ask for when your paying €120 a night.

The parasols were old and rusty and not enough to go around on the hot days and the sunbeds had seen better days.

If you arrived in the restaurant after 9.00am for the buffet breakfast you had to queue quite a while to be seated, the staff were run off their feet during the busy times and you could end up waiting a long time for your coffee.

I would recommend the hotel, but it is letting standards slip..........TOWELS NEED TO BE REPLACED
This is why I have given a 4**** RATING
Date of stay: September 2012
Trip type: Traveled as a couple
3.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
3.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
4.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
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FrontOfficeGrand, Manager at Pestana Grand Premium Ocean Resort, responded to this review
Responded Oct 6, 2012
Dear Guest,
Thank you very much for choosing again Pestana Hotels & Resorts to spend your holidays.
Thank you very much for the compliments towards our staff, facilities provided and service overhall. The reason why the water leaks of the shower is related with the rubbers that are attached on the bottom. We are doing our best to order similar ones, as some of them are round and the main chain that provided this products is no longer open.
I regret and sincerelly apologise for your comment regarding our towels. We are replacing them as much as we can, as they can easily lost their flufiness with the massive daily washing.
Parasols are also being subject of change for the coming year along with the sunbeds around pool area. Regarding the waiting in the breaksfast room, this happens on peak times, like for example the one you said "9am" and we rather prefere that our guests wait a little bit than sitting in dirty tables as it happened in the past, and in this way provide a better service to all our guests.
Once again, thank you for your kind feedback and positive remarks in how we can improve our service. We all look forward to see you in Madeira, if possible in a Pestana Hotel.
With kind regards
Maria da Paz Garcia
Diretora de Area/Complex Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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    Reviewed October 2, 2012

    My wife and I returned yesterday (1st October) from 1 week on a B/B basis at the Pestana Grand Hotel in Funchal. The Madeiran weather was somewhat of a disappointment for the week so we finished up breaking the habits of a lifetime, and doing some organised coach trips. More on these later, but suffice to say that they were excellent.
    The hotel is beautifully set on the seafront with only a Promenade walkway in front of it, it has very well kept gardens, a clean pool and very helpful staff. The main Reception staff are very good, with one exception who seemed to have a chip on her shoulder at all times. They all spoke excellent English, and in the main, were willing to go the extra mile to assist you as the customer. The room we were allocated was wonderful, with a view to die for, we had a 180 degree view of the sea and coastline, and we also overlooked the pool. We were in Room 1406 on the 4th Floor, the room was well equipped and was kept very clean & tidy on a daily basis. The main restaurant was very comfortable with lots of food choices all available on a buffet basis, a very filling breakfast was served there and you had the option of sitting outside or inside to eat. As for liquid refreshmentIn the main bar, drinks were 2 for 1 between the hours of 6.00pm and 7.00pm each evening, they are expensive drinks so overall do not represent particularly good value, but it is a nice environment in which to enjoy them.
    We went to the Pestana Grand with Atlantic Holidays from Blackpool Airport (Car parking there is an experience in itself!) and flew with Monarch. Blackpool Airport was convenient for us as we live in Preston, Monarch Airlines were very good, and very efficient, but do not fly from Blackpool as a rule so it is unlikely that we'll be able to fly with them to Madeira again from Blackpool. As i said earlier, the weather in Madeira was not especially good so rather than spend an entire week in the hotel we chose to do some trips with Atlantic Holidays local staff. We went on the Eastern Island tour, the Western Island tour and also the Valley of the Nuns tour. All were excellent and totally enlivened by the great comments of Lina who kept us all entertained with her humour and knowledge.
    All in all we had a great week despite the weather letting us down for most of the time, but we would certainly go again to both The Pestana Grand and to Madeira itself.

    Room tip: 1406 is a great choice - I emailed the Senior Reception staff.
    Date of stay: September 2012
    • Trip type: Traveled as a couple
      • Value
      • Location
      • Sleep Quality
      • Rooms
      • Cleanliness
      • Service
    3  Thank ukdavef
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    FrontOfficeGrand, Manager at Pestana Grand Premium Ocean Resort, responded to this reviewResponded October 6, 2012

    Dear guest,
    Thank you very much for staying with us and leaving your opinion about your recent stay.
    It is nice to read your satisfaction about all the facilities and service provided from us, but the weather the past week has not been the best in Madeira which was a disappointment for most of guests and we understand. Were glad you enjoyed our top floor room, in this case 1406 which left you a nice morning sunshine with possibility to see pass by our Santa Maria boat or even our Catamaran making trips in the sea front. Happy to hear that you got the chance to see the north part of our beautiful Madeira and it's landscapes, it really is a pearl in the Atlantic as named. We hope you had a good and safe flight back home and look forward to see you soon.
    With kind regards
    Maria da Paz Garcia
    Diretora de Area/Complex Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
    Reviewed September 29, 2012

    We had a fantastic stay at the Pestana Grand hotel.We stayed for a week arriving the 8th of Sept 2012. The staff were friendly and helpful and so accomodating especially since it was our honeymoon. We had a welcome card and fruit basket! We paid for a side sea view room, but the room we had was practically a sea view!! The room was spacious and clean. It was practically a suite and we didn't pay for that!!
    We were half board and the breakfast and evening meal was excellent with a wide variety of choice... something for everyone :o)
    The free bus into Funchal was amazing and convenient! Definitely saves on taxi fares!
    We had an amazing time and would definitely reccommend Madeira and the Pestana Grand hotel to anyone :o)
    Thank you . Laura and Ben

    Date of stay: September 2012
    • Trip type: Traveled as a couple
      • Value
      • Location
      • Sleep Quality
      • Rooms
      • Cleanliness
      • Service
    Thank Laura26_26262626
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    FrontOfficeGrand, Manager at Pestana Grand Premium Ocean Resort, responded to this reviewResponded September 30, 2012

    Dear Guest,
    First of all congrutalutions for you both and may you have many loving years ahead.
    It was such a pleasure to become part of such a special time in your lives.
    We were all happy to read that we exceeded your expectations in all different aspects.
    Regarding the card and the room assigned it was the least we can do, as for us this really is a special occasion and we always try to please our guests.
    We all hope that everything goes well with you both and look forward to welcome you in the future.
    With kind regards
    Maria da Paz Garcia
    Diretora de area/Complex Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
    Reviewed September 26, 2012

    Nice spot, would recommend this hotel and would definitely go back. Hotel is clean and well kept, the staff friendly and the food good. There is a hotel bus that runs all day into Funchal and drops you off at the sea front. We stayed half board but there are places around the hotel to eat if you do not want to go into town. Thanks for a nice week. A&H

    Date of stay: September 2012
    • Trip type: Traveled as a couple
      • Value
      • Location
      • Sleep Quality
      • Rooms
      • Cleanliness
      • Service
    Thank AM_Banbridge
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    FrontOfficeGrand, Manager at Pestana Grand Premium Ocean Resort, responded to this reviewResponded September 27, 2012

    Dear Guest,
    Thank you very much for choosing our hotel to spend your holidays.
    We were glad to learn that the facilities and service provided fro our team were up to your expexctations and you had an excelent time with us.
    We look forward to see you soon in Madeira.
    With kind regards
    Yours sincerely
    Ricardo Santos
    Gestor de Unidade/Unit Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
    Reviewed September 25, 2012

    We stay at the Grand every year for two weeks & have returned home today 24 Sept 3012. The friendliness of all the staff from receptionists, pool attendants, bar staff and maids is outstanding. Considering the economic climate the country is in, the Grand appear to be coping very well. The grounds are magnificent and the pool and spa areas are well tended by discreet staff who are always close at hand. The apartments are airy and kept spotlessly clean by the caring maids, who are always very pleasant. Reception staff are show willingness to advise and help with ordering taxis, booking restaurants ect and the service is provided with a cheery smile. Located in a quiet and peaceful area, with plenty of cafes, restaurants and shops close by with a regular free shuttle bus into Funchal, the Grand is the ideal hotel for everyone. We shall be back next year.

    Room tip: Go for a standard suite or a dulux suite to guarantee a sea view
    Date of stay: September 2012
    • Trip type: Traveled with family
      • Value
      • Location
      • Sleep Quality
      • Rooms
      • Cleanliness
      • Service
    Thank SailorJohn7
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    FrontOfficeGrand, Manager at Pestana Grand Premium Ocean Resort, responded to this reviewResponded September 30, 2012

    Dear Guest,
    Thank you very much for your loyalty to the lti Pestana Grand Hotel.
    We are all proud to read your comments towards our staff in general and the way you are being cared in our hotel. By the way you describe, it looks like if you were just arriving home and see old new friends. How can we be more proud than reading that?
    We all send our best wishes and kind regards and look forward to see you again with us.
    Yours sincerely
    Ricardo Santos
    Gestor de Unidade/Unit Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
    Reviewed September 16, 2012

    We stayed at the Grand in August for one week. My wife and I thought perhaps that it might be too crowded at the height of the season. It was busy at times, but no particular facility was too crowded. Customer care and staffing levels were very good. Our double room, with a partial sea view, was quite spacious and well appointed (good air con). Food quality was excellent for breakfast and dinner buffet. One or two quibbles would be unnecessary queuing to be seated for dinner (one or two nights) and could do with a few more umbrellas by the pool (never had a problem finding a sun bed, though). A little too far away from Funchal centre to walk, but an excellent FREE shuttle bus. Overall though a super holiday ... loved Madeira ... loved the Grand ... will definitely be back.

    Date of stay: August 2012
    • Trip type: Traveled as a couple
      • Value
      • Location
      • Sleep Quality
      • Rooms
      • Cleanliness
      • Service
    4  Thank Dave R
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    FrontOfficeGrand, Manager at Pestana Grand Premium Ocean Resort, responded to this reviewResponded September 20, 2012

    Dear Guest,
    Thank you very much for choosing our hotel to spend your holidays with your wife.
    We were happy to know that all the facilities and service were up to your standards and you both had an excelent time with us. We registred your comments regarding the waiting for dinner and umbrellas, both of them valid. We will together with the team check the best way to sort it out. Hope to have the pleasure to welcome you again at the lti Pestana Grand Hotel.
    With kind regards
    Yours sincerely
    Ricardo Santos
    Gestor de Unidade/Unit Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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