Let Mercantile Claims assist you with Pestana Grand Complaints, Claims & Compensation
Owners of Pestana Grand timeshares often find themselves trapped in infinite contracts with rapidly increasing maintenance fees which ultimately stems from a mis-sold timeshare contract. Over recent years there have been a number of ground-breaking rulings regarding mis-sold timeshares by many timeshare groups and resorts which have resulted in refunds and compensation. Many owners of Pestana Grand Hotel timeshare contracts are entitled to, or have already made claims.
There has been a huge increase in timeshare release enquires and complaints from customers with Pestana Grand Hotel timeshares. Many concerns centre around high increases in fees including resort maintenance fees, and sellng contracts committing owners to paying fees “in perpetuity”
not a 5* hotel...
The Pestana Grand has a lovely setting, beautiful views and good rooms, the staff is very nice on the whole. However, the service and facilities don’t justify 5*.
The food is fine except for vegetarians: there is very little choice in the evening buffet.Our supply of tea and coffee was not renewed after we 1st ran out and when I enquired at reception, I was told we had to pay if we wanted more! This is the 1st hotel we’ve been to where this is the case… as I insisted, we were given some more!
We discovered that one of the flat sheets had a quite large tear in it. This is not acceptable in any hotel let alone a so-called 5*!
As for the entertainment, there was very little: a few musicians/ singers, some quite good, others not, every other day…
In spite of these negatives, we enjoyed our stay in Madeira, one of the most beautiful places on earth!
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Our team here at Mercantile Claims are always on hand to help you with any issues, concerns or questions you have regarding your timeshare contract. Below you will find some reviews and comments from Pestana Grand timeshare owners and guests. If you have a more specific question please contact our team of experts and we will respond with an answer as soon as possible.
Couldn’t Fault Pestana Grand Ocean Resort
Just returned from a fantastic week staying in Pestana Grand 11th May to 18th. Great staff, beautiful room, couldn’t fault the food so much to choose from served with fresh vegetables and fruit. All meals were well cooked and with plenty of choices. All staff were friendly and helpful and could not do enough for you. Thank you for your good wishes and the bottle of bubbly on my husbands birthday.
Looking forward to another stay in the very near future.
Not Quite Grand Enough
I must admit that we were disappointed with our stay at Pestana Grand. We like to treat ourselves to a nice 5star hotel once a year and we felt let down by this hotel. It wasn’t dreadful and if I had booked expecting a 4star property I would have been quite happy.
First of all, it’s good points:
Most of the staff were lovely, they worked hard, were polite and friendly and seemed to be genuinely interested in the customers.
Free easy parking and easy to find by car.
Location, we loved being slightly out of Funchal with the lovely view and the slightly quieter location. The free bus service into the town centre was reliable and quick so the distance wasn’t a problem. We often walked one way and caught the bus for the return journey and we loved the fact that you didn’t have to pre-book it.
Size of room, we had a suite and it was spacious with two nice balconies. Good wi-fi in the room as well as in the bar and gardens.
Beautifully kept gardens, these were pretty and well maintained except for an off bit that can be seen from the front which was really tatty. We also thought all the public areas were clean although some needed a bit of TLC.
Unfortunately, there were a lot of bad points:
The state of our room, it was way past it’s best. I believe some rooms have been refurbished but to be honest I think this room needed doing several years ago. The carpet was badly faded and had lots of stains (luckily we had complementary slippers!), the wooden floor was badly scratched and marked, the wall was damaged and needed replastering, the colours were old fashioned and dull. One of our the TVs was still a CRT, we don’t watch TV on holiday but it did take up a lot of room and looked dated. The bed(well two beds pushed together) were uncomfortable with unbelievably lumpy pillows.
The actual room layout also wasn’t great, there was loads of space but very little storage. We had a wardrobe and a tiny drawer in the bedside table and a tiny drawer in the desk but nothing else for clothes, the bathroom had no drawers, cupboards or shelves either so everything had to sit around the sink.
In a suite, I would expect a separate shower and a more luxurious bathroom in general but we just had a shower over the bath with a curtain although there was always lots of hot water and a good pressure. The towels were old, thin and really rough!
The hotel has a lovely big swimming pool but unfortunately, this isn’t heated and due to the position of the hotel this is in a shade for a part of the day so does not heat up well, it would put us off coming here for a winter sun break as the indoor pool is tiny.
Breakfast was OK but very samey if you didn’t want hot food. The markets in the town are packed with fresh fruit but the breakfast buffet consisted of mainly tinned fruit, there was usually fresh melon and oranges and occasionally there were strawberries or cherries but these went quickly. The pastries never tasted particularly fresh and I would be surprised if they were baked on site. However we loved being able to sit outside every morning to enjoy our breakfast and we always had a nice big pot of tea, something we often struggle to get into Europe.
We had booked Half Board which I wouldn’t do again as there are great restaurants close by. The evening meals were poor in my opinion, several nights we were served tinned vegetables! Only the buffet is included or 17 euro towards a la carte. We also found that there is only a maximum of one a la carte open each evening and on at last one night a week the buffet is the only choice. I have never been in a 5 star hotel where you were unable to get a waiter served a meal every evening. We ate in one of the restaurants once but the steak was so chewy it was actually quite comical so we didn’t return there.
There has been lots of mention of the “service” charge for refilling the teabags, I was also shocked by this, we have stayed in everything from top luxurious hotels to Travelodge and have never had any sort of charge for such a basic amenity, it is usually just filled every day by maid service. We took teabags with us and bought some milk at the local supermarket and kept it in the fridge.
I felt that the hotel was badly designed, there was no nice place to sit in the evening and have a drink and enjoy the sun going down, we were lucky that our balconies allowed us to do that but not from the bar. The smoking policy seems a bit vague, I asked for a no smoking room which I was given but we had a smoker downstairs on the balcony all the time which obviously affected us. There were lots of sunbeds allocated for smokers but the pool staff didn’t say anything when people were smoking elsewhere.
The pool staff had a habit of making it obvious that they were clearing up in the late afternoon. One day we were even asked if they could take our umbrella! Most days we were there the sun didn’t come out until about 4pm and it was really pleasant to sit in the peaceful garden and soak up the last rays but you were made to feel like you should move!
I would certainly return to Madeira but Pestana Grand wouldn’t be top of my list, it just didn’t offer the feel of luxury that I expected.
Hotel with the view!
All at this hotel very good! Location, staff, restaurants room, pool, spa….Very friendly personal. No problem during our stay at all. We were third time at this hotel and the impression that hotel going on the right way. Every year we saw something new and better! This hotel with his own very nice view! We hope will come to Pestana Grand again.
5 star accomodation, resort and service, wonderful location
Have just returned and would definitely like to go back, the whole resort is so beautiful and the service from the staff is exceptional. We had pre-booked some meals at the hotel but would probably not do this again as we found much better value locally and to be honest, we did find the waiting staff a little too eager to whip your plates away whilst you were still eating your last mouthful and your partner was still eating.
The cocktail party on Tuesday night on the 7th floor was lovely with great views and a chance to meet other timeshare guests and enjoy free drink and nibbles. The happy hour in the bar was also well attended and a good chance to socialise if you wanted to. The welcome meeting was good as it didn’t last long and was a good chance to book trips and ask questions.
I would recommend Real Canoa restaurant opposite the hotel for great value lunches and dinner and one night they had a skilled classical guitar player, it is nearly always full of guests from the Pestana Grand and they give you a 10% discount if you pay cash.
We had one of our best meals ever at Cris’s Restaurant along the beach path towards the lido (sparkling wine to start, a really fancy prawn cocktail with white wine, lemon sorbet, fillet steak with red wine followed by orange Creme Brule with dessert wine and coffee and all for 37.5 euros each). The food was Michelin star quality with the service to match and the whole menu to choose from.
For trips we would recommend going to the nun’s valley, you can get a tour but we went by number 81 bus and got off and the viewpoint and walked down the path to the cafe and bus stop back at the bottom.
The views along the whole walk are stunning. Another great walk is to take the beach path by the hotel pool to Camara da Lobos (about 2.5 miles) you can get the bus back if you don’t want to walk.
Pestana Grand 2018
We really enjoyed our first Madeira holiday. We were not distracted by the weather which everyone told us was untypical for Madeira at this time of year. We have joined the Pestana Plus Club and look forward to many more Pestana holidays in Madeira and elsewhere over the next few years.
Pestana Grand hotel Madeira
Please read I am a timeshare owner at the Pestana Grand hotel Madeira and have been from the time of completion of final build back in 2004 it was classed as a five star I pay a maintenance for my one week of over 280 a year the rooms have never in that time been painted carpets changed bed top covers have not been replaced the kitchen cupboard doors plastic veneer peeling off.
Umbrellas round pool the same from day one falling apart some new beds mostly still the old one’s balcony never cleaned once while we were there birds mess all over balcony towels worn out patio doors filthy. Fed up talking to the relations people all they are interested in is selling more timeshare this hotel is definitely Not five rating more two star
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