Pestana Cidadela Cascais Pousada & Art Hotel

Booked a BA trip to Cascais. Nice hotel and good location. All went well until the day before leaving. We were sunbathing at the outdoor pool. It was very windy that day and our parasol blew out of the base (we erected the parasol as no staff were present and there was no facility to secure it into the base) and the metal pole hit me on the head with force and caused me a significant injury resulting in a very bruised head/eye and subsequent concussion. Another parasol left the base that day and that parasol was erected by a staff member but the hotel are denying that this happened despite us witnessing it. We left early the next morning and I raised my concerns with the hotel and BA when I was back in the UK. The hotel have absolved themselves of any responsibility and said the accident occurred because we erected the parasol. Whilst I appreciate that accidents happen, my main issue is that there was NO duty of care whatsoever following the incident. At no point did any member of staff take the trouble to make note of my name/room number so that they could check in with me later that day/evening. It was as though the incident never happened. I have highlighted this issue with both the hotel and BA. Both have refused to address this and have stopped responding to my emails.

Stayed here for a week on a family holiday. Great location for exploring this area of Portugal. The Marina area is picturesque with some great restaurants. The staff are very friendly and helpful, especially when the air-con wasn’t working - this was resolved very quickly. Particular mentions go to the breakfast staff (Ana), the pool bar staff (especially for the Bolas de Belim!) and the waiter in The Chapter. We hope to be back!

Lovely hotel, excellent location and fantastic staff - especially Vera who was extremely helpful and friendly, nothing was too much trouble for her, thank you!

The hotel itself is in a lovely area within the castle walls, rooms are clean and modern. Only two stars as the service was really poor, several issues occurred during our stay and very little effort was made by any member of staff to put it right. We’ve stayed in many five star hotels and this delivered the worst service by far. Outdoor pool is very small.

Very happy with my stay - highly recommended. Good location, helpful staff, nice breakfast. The gym was only the necessities.