Pestana Gramacho Residence

On 11/17/2024, I booked a hotel Pestana via booking.com to stay from 11/18/2024 to 11/21/2024, total three nights. Per booking.com web, they asked for my credit card info, but won't charge me. and I need to pay on site at the front desk. On 11/18/2024 around 6:00PM local time, my wife and I arrived at the hotel and did front desk check-in. A young man said he remembered my name and my request through booking.com. He checked his system then told me: "it is weird, your reservation somehow cancelled, but no worry, I can re-instate in no time." Then I paid the full amount for 3 nights stay on the spot. We stayed there for 3 nights. On 11/22/2024, I received an email from booking.com "Dear XXXXXX, Pestana Gramacho Residences notified us that you didn’t check in on Monday, November 18, 2024 and has marked your reservation as a no-show. According to your booking policy, you'll be charged € XXXX.XX for a no-show fee." I instantly disagreed with booking.com and then promptly called hotel Pestana and informed them the case. Hotel staff asked me to forward the email from booking.com to this email address: xx.xxxxxx@pestana.com, which I did right away. And hotel staff on the phone acknowledged the receipt of email. and said it must be some miscommunication and they will sort it out, asked me not to worry about it. Long story short, in the end, I was still double charged (one paid for 3 nights stay on the sport to the hotel, the other for no-show penalty from booking.com). I don't know what kind of game the hotel played. But definitely a shady one.

For my second to visit to Gramacho I stayed again at the slightly older Residences and was looking forward to great golf. That was fine but the rat infestation living in the sofa to the upstairs lounge was a bit much. The rats took my insulin pen and needles and pretty much anything plastic. The trashed items were found under the sofa. These matters were verified by the reception and cleaning staff and reported to the Resident supervisor, Emmanuel. After some sympathy he promised to provide a response 1 week ago. It has not been forthcoming. The service is shocking and I hope the contents of this review will inform others for the future.

Friendly service and a nice pool area. We found some leftover possibly from the guests before. Waste bags were placed for days in front of our room. First and last stay for us.

beautiful hotel with great aesthetics, comfort and friendly staff. Honestly one of the most welcoming hotels I’ve been too with very effective reception and shuttle bus. Unfortunately I was disappointed to find that my shower had not been cleaned before my arrival, the wall was covered in a previous guests hair.

Terrible service, we're made to walk with bags and suitcases and find rooms as shuttle did not turn up. Staff largely ignored us and took forever at the bar. They also booked us on the wrong golf course and had no buggys in 35 degree heat