Pestana Palm Gardens Ocean Villas

"We really enjoyed our trip to Pestana Palm Gardens. Room was really good and we enjoyed the pool area and tennis court. Breakfast was quite limited, I would have preferred more choice. We were quite disappointed to be left 5 hours waiting to check in and access our room as the staff forgot about us, only to find out the whole site was without water (although no one thought to tell us.) We were also unable to have a late check out, we just needed an additional hour. Staff knowledge of the local area was limited."

"Unfortunately, our experience at Pestana Palm Gardens was very disappointing, mainly because of the way the hotel handled a basic and urgent situation during our stay. On September 30, we lost running water in our apartment at around 6:00 AM. There were four adults staying in the apartment, which meant we could not shower, carry out basic hygiene, or use the toilets normally. We completely understand that a problem with the public water supply may have been outside the hotel’s control. Our disappointment is not about the hotel causing the water outage — it is about the lack of urgency, initiative, communication, and care shown towards guests affected by it. During the morning, I had to go to reception FOUR times before we finally received drinking water, at around 10:00 AM. When I initially asked for bottled water and what could be done to help us, the response I received was essentially that it was not the receptionist’s fault and that there was not much they could do. We were not asking the hotel to fix the public water system. We were asking for assistance. The water eventually returned at around 10:00 AM. However, that evening, the water supply stopped again. This time, reception told us that there was no estimated time for it to return. Once again, four adults were left without the ability to shower or properly use the toilets. At approximately 9:30 PM, we were finally provided with two 5-litre containers of water. The normal water supply only returned after 10:00 PM. The most frustrating part was not simply the water outage. Unexpected problems can happen, and we understand that. What disappointed us was how the situation was managed. We had to repeatedly insist just to obtain something as basic as drinking water, no adequate alternative was provided for showering or sanitary facilities, and throughout the situation we felt a serious lack of urgency and commitment to guest welfare. We paid €392.18 for a two-night stay for four adults. From a four-star hotel belonging to the Pestana group, we expected a much better contingency response and a much more proactive approach when guests were left without such an essential service. We left very disappointed — not necessarily because the water supply failed, but because of the lack of urgency, communication, and commitment shown when guests needed assistance the most."

"Had a really lovely week. The two bedroom townhouse was nicely furnished and in good condition. The garden areas are well kept and the views are fantastic. It is in a good location. Staff were all excellent. Would definitely recommend. There were plenty of sinners around the pool with lots of shade available."