Andrea Stewart
Staying at this hotel for a surprise 8-night anniversary trip and are extremely disappointed after just one day. I chose this 5-star hotel based on great reviews and my previous positive stay at its 4-star sister property — expecting an upgrade in quality, service, and experience. Sadly, it's been the opposite.
We paid extra for a “premium view” room, only to find the view completely blocked by a large tree, and the room itself is outdated, dirty, and worn. The bathroom and balcony furniture are in poor condition, and even the TV lacks internet connectivity.
Dining has been underwhelming, with bland hot food and limited dessert options. At the bar, I was publicly refused a cocktail due to being on a “basic” all-inclusive plan — something not disclosed during booking — and told we'd need to pay €20 per person per day for premium drinks. This was embarrassing and confusing, especially as others with the same wristbands were also unaware of this policy.
The most frustrating part has been the dismissive attitude from guest services manager. We felt completely ignored, with no empathy, communication, or real solutions offered — a shocking experience at any hotel, let alone one claiming 5 stars. The only positive so far has been the friendly and professional check-in staff member and the well-kept gardens.
What was meant to be a special celebration has instead been a major disappointment. Unless things drastically improve, we won’t be returning — nor can we recommend this hotel to others.
Martin Bohuňovský
The hotel has amazing staff, the room was clean and nice, the only thing I didn't fully enjoyed was the bed. Food was always amazing, large section of all kinds of food, fruits, vegetables, side dishes, meat everything was delicious. Pool with bar was amazing, great cocktails and amazing bartenders. The view on the ocean was also very nice. I highly enjoyed my stay in this hotel.
Gitanas Arcisevicius
Pestana Royal is a lovely place for a short or long vacation.Very good food selection for a gourmet or picky child, definitely i would give 9.2 out of 10, Service no issues at all 8.5 out of 10....
Clean and tidy!
Only small things that need to be improved in rooms no drinks, carpets are already a little warm....
Overall i would rate it 7.8 out of 10 and definitely i will come back again.
Mike Davies
This was my first stay at the Hotel and the experience was outstanding. The consistency in cleanliness, comfort, and hospitality is truly commendable.
What impressed me on my first visit, the remarkable staff, was just as evident this time. It is clear that this culture of excellence starts with strong leadership. I had the pleasure of meeting with” Karina “ at the front desk who greeted us with genuine warmth, she is very attentive and very helpful with the information and guidance.
The bar and the restaurant was so packed but the food was very good and all the staff were superb and very hardworking and very energetic, specially “Shah Miah” who served us almost everyday were clearly well-trained and very attentive to the guests and happy to be there.
For all future visits to Madeira Island there is only one choice for me and that will be the Pestana Royal .
Ntk Ntk
Very disappointed. It's definitely not a 5 star all inclusive hotel. The rooms are dated, the toilet does not have door. No hair conditioner ,no body lotion, no bathrobe. In the main restaurant the food is repetitive and the options are for a 3+ star hotel. Be careful if you have allergies, nobody knows what's are the exact ingredients in food. The views are beautiful. The water in swimming pool is freezing, no lifeguard. Jacuzzi is lovely with warm water and stunning views. 70% of the Cocktails are not included in all inclusive. Italian Ala carte restaurant is a disappointment. Definitely does not worth the money we paid for.
My Booking
