Pestana Casino Park

We have just returned from a 2 week stay at this hotel. The location is excellent - just a short walk to the town and harbour one way and some excellent restaurants the other.

Breakfast was plentiful with a great choice. The staff there were hardworking and the man greeting guests at the breakfast reception was really friendly. The most friendly member of staff we encountered. Unfortunately, we found the rest of the staff the opposite and most barely acknowledged us. Something we found rude and not the usual experience one would expect.

As others have mentioned, this hotel is definitely not a 5 star but 4 star. Our room was modern so must have been one of the refurbished ones. However, the room cleaning was the worst we have ever encountered! There appeared to be no clear timings of when it would be cleaned so totally haphazard and on some days our rooms would be totally bypassed even when we’d been out all day so definitely not an issue of gaining access. When they were cleaned it was not to a great standard with provisions not replenished. We were on the first floor. On a few of these occasions, when at 6pm, the cleaning still hadn’t been done, we phoned housekeeping and a lovely young girl came and cleaned so thoroughly. We were so impressed that I mentioned this worker to reception as I thought her care and diligence should be acknowledged.

We sunbathed most days on the rooftop area which had magnificent views and was usually very quiet and peaceful. There were plenty of sunbeds so never a problem getting one and guests didn’t reserve them by leaving their towels.

I visited the spa once for a facial and massage. The staff were welcoming and the treatments a fair price.

On our last day, as we had a late flight home, I asked at reception if we could keep our rooms a little later that the scheduled time. We were willing to pay for this extension. I was told that this would not be possible as the hotel was very busy. The older lady receptionist was very aloof and not at all friendly when she relayed this news to me. Whilst I fully appreciate this I would at least then expect to be offered a courtesy room. Instead I was told that we could use the showering facilities in the spa. Here there were 2 showers in a communal area with soft closing doors which didn’t lock and no hairdryer so really very far from ideal. The area was so hot to the point of it being unpleasant. We really expected a 5 star hotel to offer something a bit better than this halfhearted gesture.

Overall, we had a very enjoyable holiday and would definitely visit Funchal again but not this particular hotel.

Check in at 15.00 and there was no movement on that and at the said time we were told we could have the room if it was ready! A couple of minor issues - more pillows required and balcony seat missing a seat pad, quickly resolved, but the seats are very uncomfortable. Suite 422. Spacious but very very dated evidence of hard wear and in need of a makeover as mentioned by other TA reviewers. Stains and marks on the wallpaper, Carpets fitted which are worn and drab and should not be used as they are unhygienic due to the amount of people passing through. Attention to detail required on replenishment of milk and stirring sticks, no teaspoons , Crazed sinks and Shower not particularly well maintained and strange set up with windows, no real privacy. Noise from a power plant or similar when on balcony or door open and from the ferry to Porto Santo in the early hours . The suite has two balconies one from the lounge with two chairs and a table. The other one from the bedroom has nothing. It’s a shame that the balconies don’t connect as you feel closed in, again in a concrete space. Could also do with a drying line. Breakfast dining area very open and large. Good choice of all the usual items the pots of coffee were dreadful and the machines which there were not enough gave out flavoured chocolate drink instead of a normal cappuccino . Be careful of pigeons as some get into the hotel and in the dining area. Hotel aesthetics are again dated all very concrete and drab along with the casino building. The gardens and pool areas are good along with the indoor pool which was great for an early morning swim. The rooftop area and pool are for 16,s and over and there is a lift if required. Again very dated and grubby sun bed cushions but at least you can cover them up with a towel. We were on B/B but had lunch on one occasion at the pool bar, they don’t accept cash which we were not told about but you can leave your CC details at reception and charge to the room and settle up with cash if you want too. Centre lift not working for at least 3 days and with a convention going on which is unacceptable. Noisy and inconsiderate people next door and above. Staff pretty pleasant especially the young lady at the exterior bar during happy hour. Love it or not, the building along with the casino is drab and dated. The casino upper area and windows are blown and dirty. Shame really as the area around and Funchal itself is very nice. Very pleasant people in Funchal.

A terrible experience. Having visited Pestana Casino Park a few times (and liked it very much), we had no hesitation going back there again on what would be our 10th trip to Madeira. Unfortunately on Day three I fell ill overnight. Over the next few days we both were ill so much that we had to have a Doctors visit (300 euros a visit). We wanted help from our Jet2 rep but the hotel said that they would not contact them and we had to do it ourselves. The 24/7 Jet2 helpline was not answering over the weekends!. We were so ill that we had to have our room cleaned a number of times. Despite telling the front desk that it really needed a deep clean due to vomitting and severe diahhrea episodes. All we got was a quick vaccum and a little spray around the toilet. No wonder the bug was still in our room. They could not accomodate us for a further 3 nights as we had to cancel the flight home due to illness. There was also no help in finding us furhter accomodation. There were quite a few other people ill but the hotel did not want to accept responsanility for possible food poisoning. As for the Thump, Thump, Thumpty Thump music outside from 9pm through to at least 2.30am. The hotel said that they could do little about it. If you wnat a quiet hotel, then do not visit here. We are dissappointed with how we were treated and the lack of help when we most needed it. We will never stay here again.