Pestana Royal

Anastasiia Vandiak

We booked a 5-star hotel, but unfortunately, it was not worth the money and definitely did not deserve its 5-star rating. First of all, the room we stayed in was outdated — it literally smelled of old wooden furniture, the walls had visible cracks, and when you opened the bathroom door, the panel ceiling would lift up with a loud noise. The TV only had regular channels, no Smart TV. But the most uncomfortable part was the beds — the mattresses were so hard that it was impossible to sleep well, and we would wake up with body aches every morning. There were no bathrobes, no slippers, and no toiletries as you would expect from a 5-star hotel. There was no power outlet in the bathroom, so men simply can’t shave there. Also, the shower gel ran out and was never refilled during our entire stay. The minibar fridge had a musty smell, and all it contained were a couple of juices that didn’t even taste good. Water was provided in reusable glass bottles, which you had to refill yourself — and I highly doubt these bottles are replaced between guests. The most disappointing part was the food. Most of it was simply not tasty and felt like it was made from cheap ingredients. The salads seemed to be made from whatever was left over in the kitchen after breakfast. The plates were old and full of scratches. The only positive thing I can mention was the service — the staff were friendly and efficient. Unfortunately, we couldn’t get a refund after the first night because we booked through Booking.com with a non-refundable rate. But thank you to Madeira’s nature — it helped brighten our vacation despite the hotel experience.

Camilla Jacintho

I stayed in the deluxe superior room. I expected to have a nicer room. The room smells old and it seems to be closed off for a good while. The air con does not work properly at all. I also asked for a double bed and I got two single beds. The location is great. The food is lovely, staff amazing and the atmosphere really good. Clean!

Mike Davies

This was my first stay at the Hotel and the experience was outstanding. The consistency in cleanliness, comfort, and hospitality is truly commendable. What impressed me on my first visit, the remarkable staff, was just as evident this time. It is clear that this culture of excellence starts with strong leadership. I had the pleasure of meeting with” Karina “ at the front desk who greeted us with genuine warmth, she is very attentive and very helpful with the information and guidance. The bar and the restaurant was so packed but the food was very good and all the staff were superb and very hardworking and very energetic, specially “Shah Miah” who served us almost everyday were clearly well-trained and very attentive to the guests and happy to be there. For all future visits to Madeira Island there is only one choice for me and that will be the Pestana Royal .

Andrea Stewart

Staying at this hotel for a surprise 8-night anniversary trip and are extremely disappointed after just one day. I chose this 5-star hotel based on great reviews and my previous positive stay at its 4-star sister property — expecting an upgrade in quality, service, and experience. Sadly, it's been the opposite. We paid extra for a “premium view” room, only to find the view completely blocked by a large tree, and the room itself is outdated, dirty, and worn. The bathroom and balcony furniture are in poor condition, and even the TV lacks internet connectivity. Dining has been underwhelming, with bland hot food and limited dessert options. At the bar, I was publicly refused a cocktail due to being on a “basic” all-inclusive plan — something not disclosed during booking — and told we'd need to pay €20 per person per day for premium drinks. This was embarrassing and confusing, especially as others with the same wristbands were also unaware of this policy. The most frustrating part has been the dismissive attitude from guest services manager. We felt completely ignored, with no empathy, communication, or real solutions offered — a shocking experience at any hotel, let alone one claiming 5 stars. The only positive so far has been the friendly and professional check-in staff member and the well-kept gardens. What was meant to be a special celebration has instead been a major disappointment. Unless things drastically improve, we won’t be returning — nor can we recommend this hotel to others.

Martin Bohuňovský

The hotel has amazing staff, the room was clean and nice, the only thing I didn't fully enjoyed was the bed. Food was always amazing, large section of all kinds of food, fruits, vegetables, side dishes, meat everything was delicious. Pool with bar was amazing, great cocktails and amazing bartenders. The view on the ocean was also very nice. I highly enjoyed my stay in this hotel.