Pestana Palace Lisboa

I thought the Leela Palace Gardens ( Bangalore) was the tops but I was wrong and as a metaphor for luxury , they might be on par. This very authentic palace hotel exceeded my expectations on nearly every level . And the gardens, well, the gardens are simply magnificent . I didn’t think that the Leela place gardens could be beaten for generosity and design . So few hotels have the benefit of such splendid luxury of space and timeliness, evergreen beauty. Then add-on a lovely in and outdoor pools and spa with all the trimmings . Just perfect! And this review would be incomplete if I failed to mention the mesmerising and astonishing secret Chapel 💒 . Such a rare and very special place for reflection. I’ve not seen this in a hotel before; ever! And the welcoming Buddha resting quietly at the reception to the spa is heart warming. Of course, despite all the wonders; it’s still a hotel and it has all the usual services one would expect, and well deserving of the five stars . Only Read on if you have time. Or you would like more details I never thought that you could get such great service outside South Asia, but I was wrong. From concierge to housekeeping. Massive shout out to the following:- Rui on reception for his unparalleled welcome and commitment to hospitality. He was so kind and attentive. He certainly went the extra mile as we say in the UK . So very well done ! Also, we have to thank the very charming Bernardo in the bar for his attentiveness, great service, and overall warmth. He must be such a valued colleague but I suspect that he is both modest and underestimated as a hospitality professional. I just wish that every fine hotel should have a Bernardo , if they should be so lucky. Unfortunately however I would not recommend ordering food at the bar if there’s a wedding on as the kitchen might get overwhelmed and the tuna salad was inedible. So unfortunately the hotel drops a point on this score Finally, the Nepalese brothers Khada and Ramiro who work so hard, all of whom deserve a shout out . Not forgetting Raj in the breakfast team expertly led by the calm under pressure, Carla Pires ( a famous Fado artist) and lovely person. Nothing was too much trouble, even poached eggs on toast . Uups I nearly forgot to mention the two really nice guys (one in a hat 🎩) at the door and the lovely lady who added some extra English breakfast tea to the room ( sorry can’t remember everyone’s names but you’re all wonderful people) I’ll Stop there. The following is for the management Unfortunately, and without prejudice, I very much regret and hesitate to say that one individual a relatively young woman and fairly new in the job had an unfortunate habit of saying no before thinking things through. Okay, I can understand that not everything is possible, but please do try before saying no and reception is far more than a check in /check out service. No, we don’t have a charger. (But they did) No, the tour is fully booked ( but they didn’t try and find an alternative) No, I can’t help you with your obviously stressful travel difficulties. (But I later discovered there was a Portuguese WhatsApp helpline number) Once may be, twice, but umm, three “NO”s. Well, that’s disappointing and extra training might be needed . So for this reason the hotel service loses a point One final thought. Some top hotels, especially in Asia, have a travel desk and travel advisor. Maybe worth thinking about and regaining a point or two . Regards Critica_L Independent Hospitality and Restaurant Critic Please below if you found this review helpful

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.