Pestana Grand Premium Ocean Resort

Our flight was cancelled, so we were placed here after spending the week at another excellent four-star-plus hotel. The Pestana Grand was a very different experience. The grounds are beautifully tended, and the bar and reception staff were okay, but the rest felt shabby. Our room looked grubby, the bed was hard and lumpy, and the food was mediocre at best. Restaurant staff seemed miserable and weren’t helpful. Outside, the pools have cracked cement and peeling paint. The setting is lovely, but the hotel needs a complete makeover.

We had amazing weather in Madeira and a brilliant time walking and spending time with family. The hotel was excellent, especially the warm service. Check-in was incredibly efficient and helpful, and breakfast service was great too. We also had lunch and drinks at the outdoor pool bar, where the staff were friendly and lovely.

The pool was kept spotless, and the hotel’s views are breathtaking. Its direct access to the promenade makes walks easy, and having a large shopping center nearby is very convenient. The place has a wonderful feel and a prime location, but it needs stronger day-to-day oversight. Dinner was the biggest letdown. The food was often bland and uninspiring, and key ingredients were frequently unavailable. Poorly arranged stations and broken coffee and drink machines caused long lines, even outside peak season. Waitstaff didn’t seem to have clear roles, so tables were often left uncleared and not ready despite staff being around. The property also shows wear. Carpets in common areas were stained, worn, or coming loose, and some doors had swollen from humidity. Fixtures in rooms and bathrooms were loose or falling off. Fixing these maintenance problems and improving the dining room flow would make a big difference.

The rooms and location are lovely, but I wouldn’t call this a five-star hotel. Maintenance is poor, and when I reported a problem in my room, nobody acted on it. Staff were mixed: some were very friendly, others not at all. The main dining room gets unbearably hot and bright when the sun shines. The huge windows need blinds.