Pestana Royal All Inclusive Ocean & Spa Resort

Our top range room with a sea view and balcony was quite small, but more importantly the toilet was just a glass partition with no door. I have never in all my life stayed at a hotel, and at 71 years of age I have travelled extensively and have never had a toilet without a door. It gave no privacy and made the room stink.From what I could see other rooms were the same. The air conditioning did not work on day one and day five of our stay. The hotel is far from the town centre and has very little around it. The beach was just pebbles and stones and the sea was very polluted I would imagine from sewage discharged into the sea. The working staff were very friendly and attentive, but the reception staff apart from one lady not so. When I tried to ask information about things away from the hotel they were not very helpful and just pointed me towards their information board that just seemed to have organised tours.. We had 2 glass bottles of water in the room which were not replaced the following day. When I asked reception why we had not had new water, he said we must go down to the bar and re fill ourselves. I felt disgusted that having paid almost £240 a night they could not even bring water to our room. We will never stay at this hotel again.

nous avons été très insatisfaites de la qualité du service et des prestations proposées.

L’hôtel est ancien et mal entretenu, et les installations ne correspondent pas aux photographies présentées sur le site internet.

Le buffet est peu varié et de qualité médiocre. Certains plats semblent être reservis d’un jour à l’autre. De plus, il n’y a pratiquement aucune spécialité locale proposée. Les cocktails servis ne sont pas de qualité.

Plusieurs équipements annoncés ne sont pas fonctionnels :
• Le sauna extérieur est fermé.
• La piscine intérieure n’est pas chauffée.
• Le téléphone de notre chambre ne fonctionnait pas.
• Il n’y a pas de coffre-fort dans la chambre.

La literie ne correspond pas à notre réservation : nous sommes 3 adultes et disposons de deux lits simples et un lit enfant.

Par ailleurs, l’organisation des étages est très confuse (réception au 7ᵉ étage, piscine extérieure au 3ᵉ avec des indications différentes selon les ascenseurs), ce qui rend les déplacements compliqués.

Enfin, les transats extérieurs autour des piscines sont affaissés et inconfortables.

Au vu de ces nombreux éléments, nous estimons que les prestations ne correspondent pas au standing annoncé d’un hôtel 5 étoiles .

Poor quality mattress - not comfy
No changing rooms for indoor pool
Indoor pool didn’t seem to be heated

A decoração das suítes ainda é antiga. Deveriam remodelar para algo mais moderno.

The adult only pool area and especially the hot tub should be supervised a bit more. Some irresponsible parents were allowing very young children to play in the jacuzzi despite safety warnings. The lower level area is a lovely relaxing facility and there should be more signs reminding people that this area is for adults only.

The staff at reception unhelpful and dismissive. The bed was like a hospital bed with a plastic mattress cover that slide every time you moved. The furniture was worn and stained. The bathroom door wouldn’t lock. Sink blocked and poor shower with mixer taps. The adjoining door between our room and the neighbours room allowed us to hear everything happening with the guest next door including hearing them getting sick which we did not appreciate on our family holiday. The only saving grace was the restaurant and the excellent service from the waiting staff.