Belmond Reid's Palace

I first visited the hotel 30 years ago and have made several visits in the intervening time. I have observed a general decline in standards over this time and this latest visit was the worst. I had originally intended to visit the hotel in November but Reid’s cancelled my reservation due to a ‘buy out’ of the hotel. I was offered a one step room upgrade, a complimentary dinner and afternoon tea for rescheduling my visit. On arrival, the Front Office had no record of the room upgrade. I was then told, that the room upgrade was not possible despite showing email correspondence but I was advised that as the correspondence came from British Airways and not their Reservations department they could not accept it and their Reservations department was closed. I asked to speak to a manager who reiterated that a room upgrade was not possible but then offered a larger room on the first floor without a view which I declined as I had paid for a sea view. After 90 minutes of very candid talking from me I was offered a two step upgrade. Overall it was a very poor experience. I had already been inconvenienced by the change of dates and 90 minutes of arguments on arrival was not acceptable. I filled in hotel questionnaire and have been advised there was a regrettable miscommunication between their Reservations department and Front Office. I also highlighted other issues I had experienced during my stay albeit not as bad as the issue with room upgrade. The hotel’s response invited me to get in touch to discuss my experience further. I responded almost two weeks ago but have not had a response. When I first started visiting the hotel, I had no hesitation in returning. However I am not sure if I will return. On the positive side the hotel grounds, public areas and pool area are exceptional. There are also a small number of staff who have looked after me very well over the years including Nelson, Cindy, Alberto and Santa. However, I experienced too many issues during my latest stay.

Charming hotel. Staff makes the difference, all of them but especially Manon! Thank you

A fabulous experience from start to finish. Courteous helpful staff throughout the hotel. The highest of standards, plus some lovely personal touches. Fresh flowers in abundance. Beautiful location and great dining. The shuttle bus into Funchal was very helpful during the day

We had another wonderful week with fantastic service. The breakfast is magnificent. The pools are so warm, even if the sun is not at its hottest. When our flight was cancelled and we returned to the hotel in the early hours, the night staff checked us back in and were most helpful. Stay here or miss out on a great experience.

Looking for an extra special place to stay where the service is exceptional and attention to detail is their byword, then consider staying here you won’t be disappointed, there’s something for all from an active break, family time or just a few days unwinding and relaxing.