Pestana Carlton Madeira Ocean Resort Hotel

The Pestana Carlton is a characterful hotel in a superb location, with impressive 1970s architecture that has aged remarkably well. Much of its original identity has been preserved, giving it a sense of history and personality that many modern luxury hotels lack. However, the experience is uneven, and several aspects fall short of what one would expect from a contemporary five-star property.

Architecture and Character

The hotel’s greatest strength is its architecture. Rather than being completely modernised and stripped of its identity, it still feels recognisably like the grand resort it was designed to be. Some areas have been tastefully refurbished, while the original design remains evident throughout much of the building.

Facilities and Condition

The hotel is uneven in its current condition. Several areas are clearly showing their age and would benefit from substantial investment.

This is particularly noticeable around the lower pool deck and the lift serving it, where the main feature is painted-over 1970s concrete. The shopping concourse on level 1 is also ageing, but could look amazing if its original design around a stunning 1970s spiral staircase were refreshed. Likewise, the darkish spa facilities feel tired, while the fitness rooms are dingy and poorly equipped. The amazing mid-century-style circular glass pavilion overlooking the ocean could perhaps be repurposed as a fitness room. Although it is one of the hotel’s most distinctive architectural features, it seems mostly unused, which is a pity.

The breakfast restaurant, bars and mezzanine above the reception on the fifth, sixth and seventh floors would likewise benefit from a design upgrade. A recent update was only half-hearted and lacks consistency, so these spaces still feel less polished than one would expect from a five-star hotel.

Soundproofing: The most serious Issue

The biggest problem is the soundproofing. Some rooms are interconnecting, and the separation between them can be so poor that you genuinely feel as though you are sitting in your neighbour’s room.

Housekeeping

Housekeeping is another area where standards are inconsistent. Service does not always feel thorough, especially when it comes to towels.

On more than one occasion, a towel left on the floor was removed but not replaced. This is particularly annoying since no replacement towels are available anywhere on the premises, not even in the spa area or around the pools.

Breakfast

Breakfast also falls short in several respects. The fact that some of the coffee is essentially instant is disappointing; properly prepared coffee should be standard at this level.

The restaurant can also become noisy and overcrowded. This could be alleviated relatively easily by making greater use of the adjoining terraces for additional seating.

Final Rating

The Pestana Carlton remains a pleasant hotel in a fantastic location, with outstanding architecture and a character worth preserving. That is precisely what makes its shortcomings so frustrating: there is a very good hotel here, but there is also so much unfulfilled potential! It definitely needs another serious round of investment and closer attention to detail.

Overall, I would describe it as a good and attractive four-star hotel with exceptional architectural character. As a five-star hotel, however, its current standards are difficult to justify. Inadequate soundproofing, inconsistent housekeeping, tired public areas and basic breakfast facilities make the five-star label feel excessive.

This is a beautiful hotel in an ideal location. There are a few bars and restaurants right outside the hotel and many more either down the hill to the harbour and old town (about 15 mins walk) or to the west in to the more modern area (about 10 min walk) We upgraded to a sea view room and were so glad we did as other guests we spoke to were disappointed with their views. The room itself was maybe not 5 star rating in our view. It was a bit bland and the mini bar contained only 2 bottles of water, an orange juice and a coke. The selection of tea and coffee consisted of a few crumbled sachets. We requested a refill of the teabags and milk sachets but did not receive them. The shower was above the bath and again not quite what you would expect from a 5 star hotel. The reception staff were functional rather than friendly apart from the very helpful man we spoke to on the last day who arranged for us to have a late checkout. We were not offered assistance with our bags on arrival. The pool areas are lovely. Staff here were very friendly. We had no trouble finding a sun bed and the pool and surrounding grounds were kept exceptionally clean. We didn’t eat in the restaurants apart from breakfast. The buffet had everything you could imagine. It was a bit chaotic however, lack of staff clearing tables and replenishing plates etc. We also had snacks at the pool bar. All in all this is a lovely hotel and we would visit here again.