Pestana Carlton Madeira Hotel

Spent quite a bit of time researching which hotel to stay when I visited Funchal and unfortunately picked the wrong one. Now it wasn’t all bad but the negatives heavily outweigh the positives. As other reviews state this is very popular with older visitors so music and attention is clearly focused on these guests. The negatives - the spa was under refurb and only a note on check in to advise. They did offer use of the facilities at sister properties which was great although I didn’t use it. I opted for treatments and the check in was good. Unfortunately they were held in a bedroom. There was consistent noise from outside which didn’t allow much relaxation. Part of the treatment involved a scrub and the shower would not work and had to wait for the therapist to return to sort an alternative. Then the shower continued to gurgle throughout again not allowing relaxation. The facial was the best bit but with all the noise I asked if they were finished which they almost were. I did explain my disappointment at reception and they said the guest service manager would be in touch - still not happened over a month after departure. - The restaurant by the pool was hit or miss but mainly miss. As a solo traveller I don’t know if it was because I was alone but couples always got service before me despite sitting down earlier. Twice I left as nobody came to take an order. When the food did arrive it was good, but gave up after the second occasion of being missed. - service in general was non existent and not friendly, with the exception of the bell hop, housekeeper, dive shop and chap on spa reception. The positives - the dive shop was well equipped and the team friendly. I ended up doing 6 dives with them. Kit was good and the instructors great - definitely recommend. Just note they only take cash or bank transfer. - breakfast had a great choice and good quality food. All self service on the buffet but the food was kept refreshed throughout no matter the time you go. - the pub by reception was a great place to relax when coming back after a day out which I did on a few occasions. - housekeeping standards were very high and the shower pressure was insanely good. Overall disappointed and won’t return.

Apart from being an excellent hotel and hotel group with fantastic staff my wife and I were caught up with this Corona virus and Easyjet cancelled flights to the Island. Due to this our main concern was getting home and Pestana vacation club could not do enough in helping us out and also finding a flight back to the UK. I cannot thank them enough for their help and support