This is definitely not a 5 star hotel. Maybe 3-4 stars. The dinner buffet is very overpriced and low quality. Rooms are quite old. However the pools and location are quite nice. Unfortunately the staff is really what soured our experience. They were unfriendly and standoffish. Loved Madeira and want to go back, but definitely to a different hotel.

Just arrived back from a lovely stay here. The hotel is clean. The staff are friendly. The beds are very comfortable. There's a good choice at breakfast. It's well placed as it's just a short walk into town but the hill back up is a killer but there's plenty of buses and taxis that are particularly expensive. If you don't fancy a walk into town there's a good selection of bars and restaurants round the hotel too. We had no problem with getting sunbeds or a table for breakfast but it is term time so that may have helped. One day we woke up to heavy rain but we had a relaxing morning in the spa/ indoor pool until then rain cleared. The indoor pool was really cold last year but this year they have taken feedback on board and it was warmer this year. One thing to note is the hotel card only now so you can't pay cash for anything in the hotel. We already planning our next stay here. Only negative is that one night the barman hadn't brought our drinks after 20 minutes and when we looked over he was chatting to 2 men who were sat at the bar so we think he forgot them but we weren't bothered and just went on up to bed without them and it certainly didn't bother us enough to make a fuss while we were there or to knock any marks off.

Beautiful, if a bit dated architecture - makes you feel you are in an old Bond movie. Very nice interior and the gardens were absolutely lovely. Service in the reception leaves a lot to be desired. When greeting the receptionist upon arrival, we were basically met with a cold shoulder. No "welcome to the Pestana" or anything like that, just a blank stare. Checking in was fairly smooth apart from that. Again, at the end of the stay, they gave us the bill and that was it. No "did you have a nice stay?" or "have a safe journey, hope to see you again" or anything like that - just pay the bill and farewell. The "happy hour" bar was a similar experience, the senior staff was almost hostile, the junior much more accomodating and friendly. The staff in the restaurant on the other hand, were exceptionally friendly and hardworking. Same goes for the doormen and the cleaning staff - always greeting you with a friendly smile. Rooms were outdated and could do with a renovation, same goes for the bathroom. Make sure you don't get a room facing the casion - lots of noise at night, both loud music from outdoor speakers (!) and at 3-4 AM when the drunks leave the nightclub. I see now that there has been several other complaints about the staff attitude over the last few months, but management does not seen to take this seriously. I guess we will not be returning. Changed my rating from 4 to 3 star.

Not a 5 star hotel. I was deeply disappointed with this hotel. I bookes through BA a break this week and I was so excited to come to a 5 star hotel for some well earned time off from work. I came to the hotel and the receptionist was so grumpy and prickly with me. They had messed up my booking and were blaming me. Once that was resolved, I thought it was an one off but it happened often with different people. The staff are miserable with not one smile on their face. Even when asking simple questions, they look like they don't want to be there. The room was okay but there was mold in the bathroom, no basic kettle and cups for tea or coffee, aircon was bad, just old and needs refurbishment. Nothing complementary offered. Even bare minimum not available. The spa is overpriced and the gym is pathetic with no water in the water cooler and barely any equipment. 3 lifts for 500 + rooms is frankly ridiculous. I've had more on offer and way better service at three star and four star hotels. It was disappointing. The pools were badly kept and the restaurant was so bad. Breakfast was fine but nothing special. Its one redeeming quality was the location, so close to everything so easy to explore the city. I would look for a hotel on the same road, next time I will go to the Savoy. I suggest you do the same. Do Not Come Here if you want a relaxing holiday, go else where. I will never come back!