Ratings based on 657 Verified Reviews
4.5 Room cleanliness
4.6 Service & staff
4.5 Room comfort
4.5 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 2 Dec 2024
Very nice hotel. Rooms are showing a little bit of wear and tear but very clean. Breakfast buffet fit for a king!
Great outdoor pool, but not heated so it was rather cold in November. Indoor pool, jacuzzi and sauna were also great. I just wished they would not close at 8pm. After hiking the lavadas, and dinner we really had to hustle to be able to use these facilities for at least a little bit.
Definitely would stay again.
Comment from Hotel Management
5 Dec 2024 by Dalila Rodrigues, Hotel Management
Dear Mrs. Iwona,Thank you so much for your kind review! We’re delighted to hear that you enjoyed your stay with us and found our breakfast buffet to be fit for a king. It’s wonderful to know that you appreciated the cleanliness of our rooms and the amenities we offer, including the outdoor pool, indoor pool, jacuzzi, and sauna.We apologize for any inconvenience caused by the early closing time of our indoor facilities. Your feedback is invaluable, and we will certainly consider extending the hours to better accommodate our guests’ schedules, especially after a long day of hiking and dining.We hope to welcome you back soon for another enjoyable stay. Thank you once again for your thoughtful comments and for choosing our hotel.Warm regards,Julio MarquesHotel ManagerPestana Promenade Hotel
by A verified traveler
Posted 30 Oct 2024
3rd time in this property….high standard of cleanliness and attention. Good choices for breakfast.
Comment from Hotel Management
6 Nov 2024 by Dalila Rodrigues, Hotel Management
Dear Mrs. Elaine, We were delighted to hear that your recent stay at Pestana Promenade was delightful and that you thoroughly enjoyed your stay. Our team would like to thank you for your very kind feedback.Many thanks for choosing Pestana Promenade for your holiday. We look forward to hosting you again soon at our hotel.Kind regards, Julio MarquesHotel ManagerPestana Promenade
by A verified traveler
Posted 25 Oct 2024
Unfortunately I cannot give a good review in general as the room we stayed had many flaws as I’m listing below.
Air conditioning was very poor, not enough to cool the room for the night.
We could not open the terrace window as it was right on the Promenade making it uncomfortable to have a sit down outside.
The room was very small and more appropriate to a 2 star hotel.
The facilities in general were very good, pool, jacuzzi, restaurant….etc
The staff were fantastic however I cannot hide the fact that the room was the down side of our holidays, DO NOT CHOOSE THE PROMENADE ROOMS!!!! After 15 miles of hiking we deserve a good rest to tackle the next day, unfortunately that did not happen due to the room being very poor for a 4 star hotel
Breakfast was fine and very well served!
Comment from Hotel Management
28 Oct 2024 by Dalila Rodrigues, Hotel Management
Dear Mr. Phillip,On behalf of our entire team at Pestana Promenade, we would like to thank you for taking the time to provide us with your feedback. Your opinion is crucial for us to continuously improve in anticipating our Guests' needs, preferences, and expectations.We were glad to hear that, overall, you enjoyed your stay at Pestana Promenade. At the same time, we would like to apologize for not fully meeting your expectations in some instances. We are sorry for any inconvenience caused. We have shared your comments with our teams to ensure that improvements will be made.It was a real pleasure for us to have you as our Guest, and we hope you will give us another opportunity to welcoming you again at Pestana Promenade and regain your trust during your next visit.Warm regards,Julio MarquesHotel ManagerPestana Promenade
by A verified traveler
Posted 12 Oct 2024
Excellent view of ocean.
Comment from Hotel Management
14 Oct 2024 by Dalila Rodrigues, Hotel Management
Dear Mr. David Wesley, We would like to take this opportunity to thank you for taking the time to provide us with your feedback. We were glad to read your enthusiastic comments about our location. We take great pride in being able to offer a great experience to our Guests.We thank you for your stay, and we look forward to welcoming you again soon at Pestana Promenade.Kind regards, Julio MarquesHotel ManagerPestana Promenade
by A verified traveler
Posted 16 Sep 2024 on Hotels
The common areas of the hotel were lovely .
Lush grounds and fantastic amenities .
The rooms need a refresh as they are dated .
Pricey property when compared to another hotel our friends stayed at up the street .
Breakfast assortment was plentiful with something for everyone .
Comment from Hotel Management
18 Sep 2024 by Dalila Rodrigues, Hotel Management
Dear Mrs. Laura,Thank you for sharing your feedback. We’re delighted to hear that you enjoyed the common areas, lush grounds, and fantastic amenities of our hotel. It’s great to know that the breakfast assortment met your expectations as well.We appreciate your honest comments about the rooms and will certainly take them into consideration for future updates. We strive to provide a competitive experience and will review our pricing to ensure it reflects the value we offer.Thank you again for your insights, and we hope to welcome you back in the future. Best regards, Julio MarquesHotel ManagerPestana Promenade
by A verified traveler
Not great
Posted 8 Sep 2024 on HotelsThis is far from a 4 star hotel. Breakfast is average. Housekeeping pretty average when an iron was requested they never brought it and one day didn’t leave towels after taking the dirty ones. The main issue is our room had a strong smell of sewage. There is another review of this hotel from May discussing the horrible smells on the same floor and this clearly was not addressed. The bed is like a hostel cot. The pool while heated is still too cold. The jacuzzi is not hot at all I wouldn’t even consider it lukewarm. The sauna and Turkish bath have strange hours (closed from around noon til 430). The room is run down. I would not recommend staying here.
Comment from Hotel Management
9 Sep 2024 by Dalila Rodrigues, Hotel Management
Dear Mr./Mrs. Preethi,Thank you for taking the time to share your feedback regarding your recent stay at our hotel. We sincerely apologize for the issues you encountered, including the unsatisfactory housekeeping service and the discomfort caused by the odor in your room. We understand how these aspects can impact your stay, and we are genuinely sorry for any inconvenience you experienced.Please rest assured that we take your comments very seriously and have addressed the smell issue with our maintenance team to ensure it was resolved promptly. Additionally, we are reviewing our housekeeping procedures to improve our service delivery, including the timely provision of amenities and thorough room checks.We appreciate your comments about our facilities, and we are currently evaluating guest feedback to make necessary adjustments to the temperature settings of our pool and jacuzzi, as well as the operating hours of our sauna and Turkish bath.We value your patronage and would like to regain your trust. We would be grateful for the opportunity to welcome you back and provide you with the high standard of service you expect from us. Please contact us directly for your future reservations, so we may ensure a more comfortable and enjoyable experience.Warm regards,Julio MarquesHotel ManagerPestana Promenade
by A verified traveler
Posted 4 Sep 2024
It needs refurbishing, very dated
Comment from Hotel Management
27 Sep 2024 by Dalila Rodrigues, Hotel Management
Dear Mr./Mrs. Jagoda, We would like to thank you for giving us your honest opinion on your stay. Unfortunately, we did not satisfy your expectations. We would like to sincerely apologize for any inconvenience caused. We have taken note of all the issues mentioned so that improvements can be made in the short-term.We appreciate that you chose Pestana Promenade for your stay. We hope you will give us another opportunity to demonstrate our high service standards and regain your trust during your next visit.Kind regards,Julio MarquesHotel ManagerPestana Promenade
by A verified traveler
Posted 2 Sep 2024
I enjoyed the food the breakfast and the service was outstanding ,the daily hostess who could speak 4 languages was brilliant .We had a cleaning woman on the 6th floor who was also outstanding .My one disappointment was do wish I had a gym (some sort of cardiovascular machine i could have exercised on ) Both the broken gym equip and pico de Airo ,a dream we thought we would have experienced but due to road damage from fires we did not get to experience it. All things considered a Beautiful place to visit 👍
Comment from Hotel Management
3 Sep 2024 by dalila.rodrigues, Hotel Management
Dear Mrs. Cristine,Thank you for taking the time to share your feedback with us. We are thrilled to hear that you enjoyed our culinary offerings and the exceptional service provided by our multilingual hostess Dalila Rodrigues and dedicated housekeeping staff. Your kind words are greatly appreciated and will be shared with our team.We regret to hear about your disappointment regarding the gym facilities. Please accept our sincere apologies for any inconvenience this may have caused. We are actively working on repairing the gym equipment to ensure our guests have access to a fully functional fitness center. Additionally, we understand the missed opportunity to visit Pico do Arieiro due to unforeseen road damage from recent fires. We are coordinating with local authorities to provide our guests with updated information and alternative routes to explore the beauty of our surroundings.Your satisfaction is our priority, and we are grateful for your understanding. We hope to welcome you back soon, where we trust your next experience will be even more delightful.Warm regards,Julio MarquesHotel ManagerPestana Promenade
by A verified traveler
Posted 1 Jul 2024
Solid 3 star hotel that could easily be a 4 star if cleanliness, staff and service improved. Similar to some other reviews- stained or lightly damaged walls, stained pull down curtain for the shower, hard water scale and build up accumulated on bathroom glass. The rooms don't really get made up and empty/used glasses accumulated throughout the week. Some staff were helpful, but overall not so much. I reported issues with the WiFi not working on Tuesday - was told this would be brought to the manager's attention. On Thursday, still no WiFi - at the pool, in my room, the balcony, etc. The person at the front desk first acknowledged a problem but then told me I was incorrect when it "worked" on his phone and not mine. Again on Friday when I started to worry I could not get in touch with home or check in for my flight, the front desk told me the WiFi just went down that day and would be fixed. When I inquired about an accommodation of some sort for the inconvenience I was told nothing could be done? Disappointing overall and would never want someone else to feel as dismissed as I was meant to feel. Oh, and when I booked my taxi for a set rate - I was told the rate was different the morning of my checkout. Thank you to the one person who tried to be helpful and held the original rate. Also, pass on the spa. I reserved a head and shoulders relaxation massage - shoulders good, but swirling around my hair in circles is not what I paid for?
Comment from Hotel Management
8 Jul 2024 by Dalila Rodrigues, Hotel Management
Dear Mr./Mrs. Kimberly,Thank you for taking the time to provide feedback on your recent stay at our hotel. We sincerely apologize for the issues you encountered, including the cleanliness of your room, the challenges with our WiFi service, and the inconsistencies in staff service and taxi rates. We understand how these aspects are crucial to a comfortable stay and regret that we did not meet your expectations.Please be assured that we take your comments seriously and are taking immediate steps to address these problems. Our housekeeping and maintenance teams have been alerted to the concerns about room cleanliness and are working diligently to ensure our standards are upheld consistently. Additionally, we are reviewing our WiFi system to prevent future disruptions and improve connectivity throughout the hotel.We are also providing additional training to our front desk team to ensure all guest concerns are handled with the utmost care and professionalism. Regarding the spa experience, we are re-evaluating our service offerings to ensure they meet the high standards our guests expect.Once again, we apologize for any inconvenience caused and hope to have the opportunity to better serve you in the future.Warm regards,Julio MarquesHotel ManagerPestana Promenade
by A verified traveler
Posted 28 Jun 2024
Outstanding staff - very friendly and helpful. Great facilities, good food choices, very clean and comfortable.
Comment from Hotel Management
4 Jul 2024 by Dalila Rodrigues, Hotel Management
Dear Mrs. Susan, Thank you for your feedback on your stay at Pestana Promenade. We are pleased to hear that you enjoyed the experience and our team's dedicated, attentive, and professional service. Your comments make us proud and serve as an incentive for continuously improving our service and striving for excellence.It was a great pleasure for us to welcome you as our Guest. We would like to thank you for staying at Pestana Promenade, and we look forward to welcoming you again soon.Best regards, Julio MarquesHotel ManagerPestana Promenade
