Pestana Palace Lisboa

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.

What a wonderful, beautiful, and professional hotel. The hotel is beautiful well taken care of and the grounds manicured and pristine. The breakfast team under Elviras leadership ensure your breakfast is the perfect start to your day, with a smile, friendly service, and diverse selection for all palates. I would highly recommend this hotel to anyone looking for a high quality experience yet relaxed environment while travelling through Lisbon.

Yes, expensive for sure (at least for us). But what a luxurious splurge! The hotel is stunning when driving up to it. The hotel grounds are so big you can spend a lot of time walking around the gardens, pool areas, outbuildings, the huge palace, it's lovely. The room was great, we loved the terrace. We loved exploring the palace rooms. The pool was beautiful with a grotto area. We didn't use the indoor pool. The breakfast bar was straight out of Home & Gardens magazine, everything was wonderfully presented and there was such variety! If there were any negatives I would say the location was a bit removed from places we wanted to tour, we uber'd everywhere. The only other thing was the check in process was chaotic and annoying. No one's rooms were ready early so we all came back at the same 3 p.m. check in time and we all got back in line. It was very nice they offered water and wine while we waited though. I don't know if staggered check in is a good idea or what would help.

From the moment we arrived we were made to feel welcome and special. Check in was delightful and we were welcomed by a delicious and most welcome glass of fizz. David (an excellent ambassador for the hotel), then took us to our room (a deluxe garden view-upgrade was a lovely surprise) and once settled we enjoyed a relaxing drink and supper in the bar. A great start! We stayed four nights making excellent use of the fabulous pool which was clean and there was an abundance of loungers so it was never an issue finding somewhere to relax. Debora was so kind and attentive and always had a smile on her face. The gardens are beautiful if was so lovely to be away from the hustle and bustle of the city, yet it was easy to make good use of Ubers and public transport to get around. The breakfasts were out of this world and ooozed class and luxury with excellent and attentive staff. It never felt busy; calm and relaxing sitting outside enjoying the early morning freshness of the day. Isabel at reception was excellent and it would be impossible to fault this wonderful oasis in Lisbon. We loved every moment of our stay. Our room was spacious and well equipped and bed super comfortable, and we wholeheartedly recommend this unique hotel. Definitely in a league of its own! Thank you Pestana Palace for a truly memorable stay.