Pestana Palace Lisboa

The stay is always exceptional. I want to mention specially Raj at the breakfast, Luke at the entrance and Bernardo at the bar who are really top without of course forgetting all the other staff members. It feels really like coming home each time we arrive at Pestana Palace.

Absolutely amazing! Pros: Beautiful, well kept, clean, historical, amazing food Cons: A bit far from downtown and other areas of interest. This property is nothing short of amazing, the grounds are well kept, luscious gardens welcome you to Lisbon, reminding you that you are stepping back in time and that you are getting a glimpse of history from Portugal. The staff are extremely pleasant and happy to assist- huge shout-out to Rita who works as one of the concierges... she made our experience one to never forget! Thank you Pestana Palace for a 5 star service! we can't wait to come back!

Mixed feelings about this hotel. The staff were great, and many of the spaces in the original building are outstanding. If you are looking for a hotel with character, in a smart area, slightly away from the main tourist centre, but close by a convenient tram ride, you should shortlist this. Many of the rooms have balconies, which is rare in central Lisbon. There is a large outdoor pool and the gardens are outstanding, really stunning, and well maintained. So why not a higher rating? The breakfast is below par for a hotel of this quality, and the rooms in the “new” buildings are very tired, long overdue a refit. If you are not bothered by aging furniture and fittings, and take your breakfast elsewhere, there is no reason not to stay.

I would like to express my strongest dissatisfaction with the unacceptable level of communication with the hotel. My emails and WhatsApp messages are either not answered at all or are answered with considerable delay. Different members of staff provide contradictory and inconsistent information, making it extremely difficult to understand what is actually valid. When I call by phone, I am repeatedly left waiting on hold without receiving proper assistance. I have honestly never experienced such poor communication with a hotel, especially one that prides itself on being a five-star property. This level of service is completely unacceptable and falls far below the standards one would expect from a five-star hotel.

Be careful check your account you paid compared to charges on your credit card statement. We paid twice. Settled our bill in full on departure. Several days later we noticed two additional charges after we had departed. Impossible to phone twice waited 21 and 15 mins no response. Emailed with complaint admitted we had paid twice . Advised we should have our money returned in 7/ 10 days. If we had noticed the double charge on our statement what would happen? In the meantime they have our money and will not return . Which is unacceptable unprofessional for a company of Pestinas standing. Please be careful everyone check your credit card statements.