Pestana Hotel Group Anmeldelser 

I am posting this review specifically about Pestana Hotel Group's corporate customer service and complaint-handling process, separate from my review of the individual Pestana Sintra Golf property.

During my stay at Pestana Sintra Golf on August 11, 2026, a significant booking issue resulted in my mother and me waiting seven hours to receive the Club House Suite I had booked and paid for.

I had deliberately purchased an additional night's accommodation so that after approximately 17 hours of international travel, we could arrive at 8:00 a.m. and immediately access our room rather than wait until the standard 3:00 p.m. check-in. I had also contacted the hotel in advance and confirmed this arrangement.

Instead, we were provided with the wrong suite and did not receive the correct accommodation until 3:00 p.m.—meaning the entire benefit of the additional night I paid for was lost.

I initially attempted to resolve this directly with the hotel and requested reimbursement for that one additional night only. Pestana declined and attributed the error to the third-party booking company, Joy. I have separately filed a complaint with Joy.

What I find particularly unacceptable, however, is what happened when I escalated the matter to Pestana Hotel Group itself.

I submitted two separate complaints through Pestana's official corporate contact form, clearly explaining what occurred and providing the company with an opportunity to review and resolve the matter.

As of September 14, 2026—more than a month after the incident—I have received no meaningful response from Pestana Hotel Group.

This is no longer simply about a hotel room or a refund. It is about corporate accountability and customer care.

Mistakes happen. What defines a hospitality company is how it responds when something goes wrong. I gave Pestana multiple opportunities to address this privately before posting publicly. Ignoring formal customer complaints submitted through your own corporate complaint channel is extremely disappointing for an international hotel group.

My request remains very straightforward: reimburse the one additional night I purchased specifically to guarantee early access, because that access was not provided.

I would be happy to update this review if Pestana Hotel Group responds, properly investigates the matter and provides a reasonable resolution.

Until then, my experience has left me with very little confidence in Pestana Hotel Group's corporate customer service or complaint-resolution process.

Pestana Ocean Bay - Funchal
Hotel situado um pouco fora do centro do Funchal mas com uma localização extraordinária e Staff muito atencioso e profissional - De A a Z. Os quartos renovados são muito espaçosos e limpos, todos com uma vista maravilhosa para a Praia Formosa e o Cabo Girão. Embora toda a equipa do hotel seja fantástica, gostaria de agradecer a todos uma estadia de sonho, realçando o profissionalismo e empenhamento da Laura e Agostinho (recepção), a D. Carla Gomes (Relações Públicas), assim como a eficiência, dedicação e boa disposição da Manuela e a Irene no restaurante do hotel. Excelente All Inclusive começando pelo belo bufete ao pequeno-almoço, seguido pelos bufetes almoço, lanche e jantar. Boa qualidade dos vinhos de mesa portugueses incluídos.

Me encantó el sitio pero se rompió cuando nos dieron la cuenta y nos cobraron el 10 % más sin informarlo.

Tivemos uma experiência em 2025 no Pestana Alvor South Beach positiva, a minha família tinha ficado com uma boa imagem.
Daí!!, voltar!! Mal chegamos ao quarto, vista para o Mato, ficamos logo desiludidos, vi a expressão do meu filho de 15anos, e vi logo que não gostava
A varanda tinha uns vidros que vibravam e faziam imenso barulho todo dia e toda a noite, mal nos deixava dormir de noite( e diz uma funcionária num papel escrito de boas vindas "temos uma surpresa para vocês!!" Devia ser isso
Uma funcionária ao meio da semana veio nos perguntar se estava tudo bem!! E eu expliquei -lhe essa situação
Mas ignorou me completamente!!
Pequeno almoço atribulado, faltava pratos para comer , copos , equipa meia desorganizada( No ano passado tava bem melhor
Uma semana negativa aonde paguei um valor excessivo por um telefonema que fiz com um funcionário que troquei a semana de férias e me aumentou mais 800€ do que o valor normal que devia ter pago, este hotel não voltou mais

Pestana Blue Alvor os piores momentos, num cinco estrelas, com qualidade de duas, em 7 dias 4 vezes bifes de peru, frango e febras grelhadas. As febras no dia seguinte apareciam como prato principal com molho, carne crua, entradas tremoços e charcutaria, nem um sumo natural. Faltou água engarrafada, duas vezes, ovos, fruta, coca cola, Seven up, etc. Cheiro a esgotos, áreas públicas diminutas e sem climatização. Características obrigatórias para um cinco estrelas. Quartos diminutos onde para sair do banho, não pode estar ninguém na sanita, sem creme de corpo, sem champô. Tudo normal para o provedor do Grupo Pestana. No momento da reserva constava do site piscina interior, jacuzzi e sauna.Publicidade enganosa. Diretor Carlos Marin, ARROGANTE e PROVEDOR DO GRUPO INDIFERENTE. VERGONHA DO GRUPO PESTANA. O GRUPO DAS POUSADAS DE PORTUGAL.

Pestana Blue Alvor Hotel Portugal 🇵🇹
We are a group of 18 retired golfers we stayed at the above hotel for 7 nights on 11/05/2026
The staff at resection were so patient and helpful on our arrival. Rooms were great very clean and large balconies one couple had very small room but this was exchanged with no issue.fresh bottled water left each day. Staff in restaurant constantly cleaning and extremely helpful
Hotel 5 min walk to beautiful beach with boardwalk into Alvor, bubbles bar had good entertainment . We will be returning next year Thanks to ALL staff

We stayed in Pestana Alvor Park. We found this hotel of very good quality. The staff were excellent, friendly, helpful and couldn’t do enough for you. The apartment was top quality and we only had one downside which was the beds were very hard. We spoke to reception who immediately requested mattress toppers which were put on the same day. Did help a bit. Breakfast wasn’t the best but we found a little cafe in the village for this. We will definitely go here again without any hesitation. Well done to them.😃👍

My name is Mik, and I am a member of the Pestana network (member account number: 708212842). I am filing a complaint regarding the failure to fulfill the obligation to refund the money for a canceled night at the Pestana Rio hotel.

At the end of December, I stayed at the Pestana Rio hotel. Upon arrival, I did not like the room or the overall atmosphere. Therefore, I kindly asked the reception to cancel my reservation for the second night, as I had decided to move to another hotel. The receptionist assured me that he had canceled my second night and signed the bill to confirm the cancellation and guarantee the refund (I am attaching a photo of the document). He said that the money would be refunded to my card within 3-5 business days.

More than 2.5 months have passed, but I still have not received a refund. I sent several complaints to Pestana's email address, as well as to the hotel itself and to the email address of the employee who promised the refund. However, no one responded to my emails. The hotel employee himself claims that the refund was made, but that the delay in payment is due to the New Year holidays. But the New Year is long gone, and the money still hasn't been credited to my account.

I am very surprised and upset by this situation. I feel that my complaint is being treated with complete disrespect, especially considering that I regularly receive promotional emails from the hotel chain, but my own money has not been returned for several months.

I hope that the situation will be resolved as soon as possible and that I will not encounter this kind of attitude again in the future.

I would also like to warn future guests of the Pestana chain that they should be extremely careful when booking and canceling nights at hotels in the chain, as refunds can take much longer than expected.

Sincerely,
Mick

Pestana Gramacho

WAARSCHUWING!

Op de foto's kunt u de werkelijkheid zien van dit "resort"
U ziet hier foto's van verschillende kamers die wij hebben gehad alvorens we uiteindelijk zijn vertrokken.

*Vies, oud en versleten meubilair
*Naar urine stinkend sanitair
*Zeer vieze vloeren met ingetrokken vuil en etensresten.
*Vieze, versleten en oude kookplaat
*Smerige koelkast
* Roest, schimmel en kalkaanslag
*Veel zaken stuk of defect
*Ontbrekende lampen
*Ongedierte

We hebben meerdere weken moeten wachten om ons geld voor de niet verbleven nachten terug te krijgen.
De beloofde compensatie hebben we nooit mogen ontvangen.

De verantwoordelijke voor deze toestand zou zich werkelijk kapot moeten schamen voor deze gang van zaken.

Dit is een smet op de hotelbranche.

Wij zullen hier dan ook een officiële klacht over indienen.

Muito longe das expectativas

More of a 3 stars hotel rather than 5. The food is horrible, not a lot of options and not cooked very well. The room cleanliness was not ok - the room & bathroom cups were dirty upon arrival. When put aside for staff to replace, they just put them right back again as they were... I don't like buying cleaning products myself & cleaning while on holiday at a 5 stars hotel. The room also had an intense smell of sweat. Vents thick with dust & carpets disgusting. The reception staff couldn't care less, nobody gave me a map of the hotel or any info upon arrival, I had to ask. Not willing to help or responded rudely when asking questions (e.g. when asked where the sauna is, the reply - eyes rolling was "everything is there in one place... madam"). Disappointed overall, will not return.

Nice hotel, lovely clean rooms, great breakfast, facilities...location was a little far away. Only problem I had was I left something of value behind and they did not respond to a request sent to enquire if it can be posted

In summary, our stay at Pestana Rio Atlântica was a disappointment. We consider the quality of the experience to be much below the expected value for the price we paid (roughly $200 per night). Our benchmark is based on travel across many countries.

The positives are limited to the location and view, both of which were expected considering we selected the hotel ourselves and paid extra for a room with a view.

What follows are the things that made our experience a disappointment. Disclaimer: we did not discuss these with the hotel directly during our stay as we felt the problems were caused by the way it was managed.

Upon arrival the check in experience was smooth and staff was friendly. No mention was made of an ongoing facade renovation prior to payment for the room.

Upon entering the room our first impression was of a poorly managed and old hotel. This impression solidified as we noticed more details throughout our stay. The furniture was old and poorly maintained, the bedsheets had tears and stains on them, an AC was leaking on a doorframe, the hairdryer cable wires were exposed.

The AC units on the outside were not only loud (making it difficult to sleep at night if other guests kept theirs on), but also on the wall next to the bed instead of a solid wall there was a cabinet-style door (!) that was bolted shut but basically was there to service the AC units (and all street sounds were passing through it).

While we understand the hotel needs to carry out renovation on the facade, we were not informed of this beforehand or during check in, and there are two reasons we find this unacceptable: 1. during the weekdays there was drilling noise on the wall outside our room, making it impossible to take some rest in the afternoon, and 2. the balcony on the side of the renovation was full of dust and actually a piece of it had chipped off.

The breakfast can at best be described as basic and repetitive. Unfortunately, through several interactions with staff during our stay we felt there was some training missing for some of them to interact with guests and provide basic services (e.g. operating a Nespresso coffee machine).

As the hotel is part of an international group, I received an automated survey on our first day and despite sharing some of these concerns, we were never contacted to discuss them further.

I share this detailed review because I would like other people to have a great stay when visiting Rio. I am sorry Pestana Rio Atlântica did not provide a good experience for us.

Arrived at hotel double deluxe was booked, twin room given, 2 single beds pushed together does not make a double, room described as deluxe, very much standard room, only reason we didn’t complain was a nice view of mountains and we thought if we complained we’d get a view of a wall. Staff at reception helpful one day rude and unhelpful another, food very average, this hotel is described as 5*, I have travelled the world and would very much describe this hotel as 3* at best. Best thing about this hotel the waiters in the dining room, helpful and very polite, the patio door to balcony did not lock properly, which meant we lost sleep, slept very poorly with extreme noise most nights.

Este hotel trás muitas belezas tanto por dentro assim como por fora.ela traí muitos clientes assim como turistas.

Well we arrived at Pestana Alvor Praia this afternoon
We couldn’t have been happier with the location and hotel at all, we booked off looks from the internet
The concierge receptionist Rui was the most accommodating and professional member of staff credit to the Pestana Group
Now looking forward to the remainder of our stay but so far it’s very much 5 ⭐

Have stayed here many times, nice Hotel, helpful staff, will return. One small (but important) niggle…..
have asked many times for a larger bottle of zero alcohol beer -still the same tiny bottles. Resorts always have a problem with tourists drinking too much on holiday (I used to be one), so I feel thy should encourage clients who want to abstain.
The Pub across the road recognises this and serves areasonable size non alcohol beer. Small point?

eview: Pestana Hotel Marrakech

I had a wonderful stay at Pestana Hotel Marrakech, and I want to give special thanks to two incredible women who made my experience unforgettable: Fatimezzahra and Zahra.

From the moment I arrived, they greeted me with warm smiles and made me feel truly welcome. Their professionalism, kindness, and attention to detail stood out throughout my stay. Whether it was helping with local recommendations, assisting with anything I needed, or simply brightening my day with their positive energy, Fatimezzahra and Zahra went above and beyond.

They are the kind of people who make a place feel like home. Pestana Hotel is very lucky to have them on their team — they represent true Moroccan hospitality at its finest.

Thank you, Fatimezzahra and Zahra, for your exceptional service and warm hearts. I won’t forget it!

Kind regards,

Fatna and selma

It was quite possibly the worst hotel experience I have experienced in over 30 years of traveling around the globe.

We booked for a single night stay to try out the hotel chain before we would decide to book at their other hotels along the coast for a later trip.

We get there, having driven from France (there are no longer any borders in the European Union), and she tells me my husband's driver's licence from France is not valid enough as an ID to confirm that he is indeed going to be a guest at the hotel. She wanted his passport.

Furthermore, she also wanted my passport and our son's passports, to confirm we were indeed who we said we were for so called "fire safety" measures.

So what, without borders, we don't accept ID from other countries, especially ones from a European Union?

We were turned away from the hotel and then we had to scramble to try and find other accommodations to avoid sleeping in our car.

We ended up at the local hotel, and I will never EVER book or recommend booking with this absolute trash of a hotel company.

Pestana Douro Riverside 🙄
Having walked from Lisbon to Fatima and on to Porto !! I had booked this so called 5 star hotel 🤦🏻 For my wife to fly out and meet me for a stress free week of good food wine and total recovery 🤣 Well how wrong I was , On day 1 before Wife ever arrived I spoke to staff at pool bar about lack of service! For a so called 5 star hotel .
We stayed a week , From reception on check in to pool bar , Bar and food at night to reception at checkout the service was crap .

The only positive experience was the room the view and the grounds , which were all excellent 👍
We left €700 in bar and food !! So it’s not like we flashed in and out .
So if you love a nice view and crap service!
This is the hotel for you .