Pestana Royal All Inclusive Ocean & Spa Resort

I got here a few hours ago and I am already really impressed with this hotel. The room is spacious with a balcony, mini fridge and large bathroom, we also got a complimentary bottle of maderian wine which I thought was a lovely touch. The service is really good, everything was explained to us at check in and information was provided. The service at dinner was also exceptional. The buffet had a lot of variety and was really tasty. I am looking forward to the rest of my stay.

I stayed in the deluxe superior room. I expected to have a nicer room. The room smells old and it seems to be closed off for a good while. The air con does not work properly at all. I also asked for a double bed and I got two single beds. The location is great. The food is lovely, staff amazing and the atmosphere really good. Clean!

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paid extra for a “premium view” room, only to find the view completely blocked by a large tree, and the room itself is outdated, dirty, and worn.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.