It was my second time at the Pestana Palace Hotel. Altogether, I am still satisfied with the hotel. However, some areas are a bit outdated and some improvements are needed to meet the standards of a leading hotel. Plus - Picturesque historic main building - Marvellous and spacious garden with a pool - Very kind and supportive staff - Breakfast with rich variety and good quality - Rooms equipped with sophisticated classical furniture; Some rooms and suites are equipped with an own balcony - Received an upgrade from a Superior room to a one-bedroom suite Minus - Especially in the historic part which locates the bar and restaurant, the antique furniture needs to be re-furnished - Gastronomic concept is not really up-to-date - Wellness area is quite worn-up
This hotel is a total disaster from the moment you check in. The concierge restaurant recommendations were absolutely terrible. Bad overpriced food ruined our night. Then there are the beds which are like sleeping on a rock. The beds are so bad you can feel the metal springs under it. Even cheap motels have better beds than this. If you value your sleep and care about a good peaceful night you should really stay away from this place. To top it off they welcomed government guests in the hotel which meant there was dozens and dozens of officers and security people all around the halls at night and during the day. They look at other guests very suspiciously and my kids were being scared by them.
The plus : 1- the outside area (garden, pool) is absolutely stunning and the castle part too, 2- breakfast is mind-blowing in terms of quality and food options. However, I stayed for a whole week and I have been disappointed in some aspect: - breakfast staff is not trained for English speaking clients, not so friendly nor polite, - did not have a "do not disturb" sign when I arrived in my room so got disturbed by the cleaning lady on the first morning, - we don't get the room service menu in the rooms apparently because of COVID (while the spa menu is made available though), so we have to find it ourselves on their website (and this is not an easy thing), - they forgot to clean my room while I was out all day so when I came back I asked the reception to arrange for it while I'd be at the spa to wait. At this point, instead of apologies, I was asked whether I did not leave a DND sign on my door before leaving, which I did not. When I got back after more than 2h, it was still not done. Instead of apologies, I was asked whether I did not leave the DND sign on the door before leaving, which, again, I did not and was then told that the cleaning ladies might have been confused by the sign on the door. I assume their signs must be changed asap if their staff get confused by having the same colour on both DND and "come in" sides of the sign, - cleaning quality was good but service was inconsistent: Number of towels was not always the same, forgot the bath mat towel several times, did not consistently fill in with new tea bags when I used some etc, - tea options for breakfast are very poor (only black, green and peppermint) and the only brand they have was cheap, which is unusual for this kind of places, - the rooms are absolutely not soundproof, which is shocking considering that the rooms are in quite recent looking buildings and not located in the main castle, - apart from the old castle, the wings and spa are not good looking from the outside, the architectural choices for these looked weird to me, - spa is very disappointing - I did not try their massage or treatment but the inside pool is not nice as some mosaic tiles are falling down, the jacuzzi is old and out of order, the Turkish baths smelt bad, the sauna was okay but tiny. Considering the bragging of the spa facilities on their website, I was really shocked to see so poor facilities being so badly maintained, - to finish, I asked to pay for my outstanding bill the evening before I left since I had to leave very early. Payment passed on my credit card, but for unknown reasons their card machine did not provide a confirmation ticket so they assumed it did not work. I could however see the payment on my bank app so I proposed to check this out again at the time of my check out, at 4 am the next day. So at check out, I was told by the reception that they would need me to pay again and when I showed him that payment seemed to have worked on my bank app, I was told that they were expecting me to say that but it was not the case to them. I paid again and will have to check this out with my bank in a few days again, which sounds quite disrespectful to me.…
This is one of the archetypal places Lisbon offers. Don’t think it over , make the splurge, it is worth every cent. Extremely friendly staff, impressive decor, great room and a great atmosphere. Breakfast is a feast. I has a room in the new wing with all amenities. Need to return to enjoy it to the fullest
Where do I start? As soon as I came to the reception I was greeted with the most lovely smiles, They couldn't do enough for me. Immediately they upgraded us as member of lhw.Amazing room offered to me and my party. The hotel is beautiful and such heritage. Staff in all areas absolutely amazing. Thank you to everybody who made us feel so welcome. See you soon
The Palace is beautiful, the reception area, bar, pool, spa and gardens are second to none. Reception staff are great - nothing is too much trouble. However, breakfast on four occasions was a huge let down…just get a grip. Do one thing at a time and do it well, constantly scan the room to see who needs what. If you provide coffee to some on the table, make sure the rest of the party get their tea at the right time. Clear plates and tables when people are done - and for goodness sake, don’t run out of breakfast tea! I put all of that down to poor leadership and management. Take time to explore. Caiscais is great and easy on the train from the bottom of the hill. Sinatra is beautiful - go early doors as crowds are manic (you shuffle along for over 2 hours to get through Peña Palace). Belem is great with its monastery and church - you can walk there along the promenade accessed from bottom of the hill (bike and scooter hire is easy). There is no where to eat locally. Limoncello in Lisbon is highly recommended.…
Fantastic hotel, great facilities and wonderful staff; all of which meant we had a great trip to Lisbon; a city and hotel we will definitely return to. The rooms are well appointed and the garden area and pool area very relaxing. If you are going Lisbon, I would strongly suggest staying at the Pestana Palace.
This hotel is not suitable for tourists- they are not interested in individuals only conferences and banqueting delegates. Service is woeful- poorly trained or untrained staff. Bring your own coffee as they eke out the daily allowance of one pod per person per day - no tea! Check your bill closely as we were charged for minibar on three days and didn’t touch it! Overall bitterly disappointed having looked forward to this trip for a really long time. Property is absolutely beautiful and stunning pool - but the pool bar was closed during our stay despite it being 30+ degrees every day - you have to order room service to the pool!!!
Lovely hotel with many historic features. Rooms are nice and clean. No Irons or iron boards in the rooms and no access to one when you call. The pool area is nice too but the bar there in the pool opens very late or doesn’t open at all, they say you can order from the spa area and someone from the main bar inside will come to you but they don’t! That was a bit disappointing.
I enjoyed staying there, Staff were really polite and helpful, Room were clean and dishes were delicious. Pool area was very clean but the Bar service in the pool area need to be improved. It is not located in the city centre however with UBER you can reach every where with a fair price.