Pestana Carlton Madeira Hotel

I spent one week in april in this hotel and believe me, although I've been in many 5 stars hotels all around the world for years, I've also worked a couple of years in Accor group and I've never seen such a terrible experience. First of all, the place by the bay is good but the building is old-fashioned and outdated. Carpet everywhere. Tennis court is forsaken, same as outdoor activities. The car park is expensive, ridiculously tiny and next to the trash. Every morning we were woke up by the smell of fat and fried food coming from the kitchen into our room despite we were on the 17th floor ! Unfortunately this is nothing compare to the unprofessional attitude from the staff. Before we checked in, we sent an email asking for shuttle service and also special attention due to our anniversary. No answer. First we were given a room with "garbage view". Then, they got a guest relations person in charge of booking for you an appointment in a lab/hospital to pass the Covid test. After we gave her all informations she needed, we were waiting for her feedback. The day comes, no news, nobody at the front desk is aware so we got to look for the right place she eventually booked for us by ourself, without knowing anything. We've had to go at sunrise and run all the labs and hospitals around. Luckily we found it and we could get the Covid test after long and stressful moment. As we thought the bad experience was over, we came to the front office the night before our check out to pay the extra charged to the room during our stay because we'll have to leave very early next morning. We cleared the bill with the night employee and we get the invoice with the balance paid, everything was ok. We even were offer by the employee an early breakfast service because we were leaving before breakfast opens. When I woke up I called reception and ask for the early breakfast service. They said it's coming. Thirty minuts later, nothing and we've got to go ! When we came down to the front office to drop the key and leave, we share our dissatisfaction about the early breakfast that never came. Not even an excuse from the employee. He just dumped his collegue saying he must have forgot. Chery on the cake, less than 24 hours after we left, we got a message from the hotel. No apologies coming. But a cold and rough information saying we've been charged for significant amount from made-up extras. Which is an absolut nonsense because I have the invoice saying everything was paid, zero left to pay. I am not a very demanding and hard to please client usually but all mistakes and failures turned me into irrated, disappointed and offended mood. This is unacceptable ! This hotel should be ashamed and doesn't deserve it's 5 stars.

The resort has great Facilites and the Staffs were all amazing. Walking distance to Restaurants and Old Town. The Apartment has an amazing view of the sea. Our Unit has seen better days but we had a comfortable stay. It was regularly cleaned. Kitchen nook was ok, no stove in their Studio unit. I think 70 euros for Utilites was too much if you can't cook in your rented apartment.