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Karin H

Great premises and staff food very very average

3.0 of 5 bubblesReviewed 2 Jan 2024
The hotel itself is very good. Great location, lovely staff and kept very clean but and it’s a big but, the food is definitely only average at best. First night seafood paella full of soggy crab sticks. All food in main restaurant is buffet with not much choice and all well over cooked. Breakfast is no better. Scrambled egg you could bounce off. Very limited choice for hot food. Everybody we talked to all said the same, I don’t know where the people saying food is good normally eat but it certainly isn’t in any average restaurant. Certainly not a five or even 3 star eating venue. Very disappointed having paid for half board. We had lunches instead but again after ordering Caesar salad day one there were no anchovies on it ( q key ingredient) and guess what , even after mentioning it every day , there were never any anchovies available.
Date of stay: December 2023
Trip type: Travelled as a couple
3.0 of 5 bubblesValue
4.0 of 5 bubblesLocation
4.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Paulo Couto, Guest Services / Front Office at Pestana Grand Premium Ocean Resort, responded to this review
Responded 11 Jan 2024
Dear Mrs. Karin H.,

On behalf of our entire team at Pestana Grand, 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 Grand. 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 Grand and regain your trust during your next visit.

Warm regards,

Gilberto Gouveia
Hotel Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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    Reviews (3,453)
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    35 - 40 of 3,454 reviews
    Reviewed 30 December 2023

    Thank you for a lovely stay!
    All staff are friendly and professional!
    This hotel has
    a wonderful location overlooking a cliff with a promenade that you can walk from Lido all along to camara de lobos.

    Date of stay: December 2023
    • Trip type: Travelled as a couple
      • Value
      • Location
      • Service
    Thank Carmina D
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Margarida Caldeira, Owner at Pestana Grand Premium Ocean Resort, responded to this reviewResponded 30 December 2023

    Dear Mrs. Carmina D,

    We were delighted to hear that your recent stay at Pestana Grand 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 Grand for your holiday. We look forward to hosting you again soon at our hotel.

    Kind regards,
    Gilberto Gouveia
    Hotel Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 15 December 2023

    Back again to the Grand, our 2nd stay this year but this time for 11 nights. Everything was was as good as it always has been, the service, the staff, the facilities were excellent. Stayed here for the Christmas lights ... wonderful to see. The only down side was that the hot breakfast needs to improve quality rather than quantity.
    Many thanks to Jacqueline on reception for the help and advice.

    Room tip: Sea view rooms have views to Funchal
    Date of stay: December 2023
      • Value
      • Cleanliness
      • Service
    Thank BAZ T
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Margarida Caldeira, Owner at Pestana Grand Premium Ocean Resort, responded to this reviewResponded 28 December 2023

    Dear Mr./Mrs. BAZ T,

    Thank you for your feedback on your stay at Pestana Grand. 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 Grand, and we look forward to welcoming you again soon.

    Best regards,
    Gilberto Gouveia
    Hotel Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 10 December 2023 via mobile

    We stayed here for a week, first week in December, it was fantastic, all done up for Christmas with lovely trees and lights, staff had gone to a lot of effort.
    Our room on the second floor was excellent, sea view, hair dryer, fridge, shower and bath. Room cleaned daily, fresh towels for the room and the pool - everywhere was clean!
    Some complimentary drinks in the fridge.
    Staff were amazing, friendly helpful and professional.
    The grounds of the hotel were exceptional, beautiful flowers and Christmas lights, lots of places to sit and admire the view.
    We only ate at the buffet once at night, we had a la carte every night which was fantastic as you can go to the sister hotel down the road (the miramar) which I highly recommend as the food was some of the best I’ve had on holiday.
    Claudia at the Mirimar served us and she is a credit to the hotel, helpful and friendly even though she was extremely busy.
    The spa is a little dated, probably could do with a make over but still nice, the indoor pool was heated but it still felt to cold, we picked the hotel because of an indoor pool so the temperature of the pool was disappointing
    Overall a fantastic holiday I would stay here again but I do think the spa lets it down especially the pool temperature
    About a 45 min walk into Funchal from the hotel but there is a local bus

    Room tip: Book the a la carte in advance and try the restaurants at the Mirimar they are worth the travel
    Date of stay: December 2023
    Trip type: Travelled as a couple
    Thank florance03
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Margarida Caldeira, Owner at Pestana Grand Premium Ocean Resort, responded to this reviewResponded 28 December 2023

    Dear Mrs. florance03,

    On behalf of our entire team at Pestana Grand, we would like to thank you for taking the time to provide us with your positive feedback. Your opinion is crucial for us to continue improving our service and anticipate our Guests' needs.

    It was a real pleasure for us to have you as our Guest, and we look forward to welcoming you again at Pestana Grand.

    Best regards,
    Gilberto Gouveia
    Hotel Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 3 December 2023

    Really lovely ( 4 week ) stay last month at the Pestana Grand. The hotel itself has everything you could want and its location excellent for those who don’t want to be right in Funchal. Walking both directions on the coast promenade was great and buses excellent for town & excursions. Took a whole day safari trip, visiting the west of the island and buses to east and botanical & also tropical gardens. The latter was my favourite. Also did the Valley of the Nuns excursion which was v good.

    Used the outdoor pool most mornings before breakfast and although v cold, the sunrise more than made up for it. The gym was ok but no Wi-Fi and some equipment not working too well. The buffet v good - we stuck to salads & fish most nights. The other restaurants good too but the menu doesn’t change week to week so we actually found the buffet our preference. We did venture to the sister hotel Mirimar on 2nd last night and it was truly fabulous! Def worth the bus trip if you’re there for more than a week. We found a lovely wee restaurant around the far side of the harbour front in Camera de lobos called Minerva - excellent.

    Finally the staff were exceptional! Big shout out to Carlos at breakfast and Hugo & David at the bar, plus Barbara the fitness class instructor. Pilates, core & yoga on floor 7 or in the outside studio if not too hot & sunny. Cheers guys!

    Date of stay: November 2023
    Trip type: Travelled as a couple
    Thank Vonnie S
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Margarida Caldeira, Owner at Pestana Grand Premium Ocean Resort, responded to this reviewResponded 28 December 2023

    Dear Mr./Mrs. Vonnie S,

    On behalf of our entire team at Pestana Grand, we would like to thank you for taking the time to provide us with your positive feedback. Your opinion is crucial for us to continue improving our service and anticipate our Guests' needs.

    It was a real pleasure for us to have you as our Guest, and we look forward to welcoming you again at Pestana Grand.

    Best regards,
    Gilberto Gouveia
    Hotel Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 2 December 2023

    The facilities are beautiful and complete and the staff particularly attentive (Carmina! Joao!). A very special experience. Easy to reach a variety of possible activities from the location, accessible by bus and walking.

    Date of stay: November 2023
    Trip type: Travelled solo
    Thank Melanie B
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Margarida Caldeira, Proprietário at Pestana Grand Premium Ocean Resort, responded to this reviewResponded 2 December 2023

    Dear Mr./Mrs. mlb55,

    Thank you for your feedback on your stay at Pestana Grand. 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 Grand, and we look forward to welcoming you again soon.

    Best regards,
    Gilberto Gouveia
    Hotel Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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