Pestana Grand Premium Ocean Resort

We had a great time in Madeira, but we were disappointed with this hotel. On arrival, there was hair and nail clippings on the bathroom floor. Our mattresses were really uncomfortable. They felt as though there was a thin layer of cardboard on top. Air conditioner was broken and after three calls to get this fixed, I was given a fan and was told they were ordering a part. When I later asked if we could delay our checkout for a couple of hours, they told me they could not as someone would be using our room. They should not be putting guests in a room knowing the air conditioning is broken and it makes me wonder how long it’s been that way. The website says there is a shuttle into town, which there isn’t. You have to take the bus or a taxi. I paid for half board and we were only able to visit one of the three restaurants for dinner (once) due to them being booked up. I tried to reserve tables the day after we checked in, so I find this completely unfair. When I expressed my disappointment to a hotel staff member, he told me they were at maximum capacity. I spoke to another family who had booked into the Italian two nights in a row somehow, yet myself and my son weren’t accommodated at all. We at at the buffet at the restaurant every night aside from the one night at the Moroccan. Pros were that there was more than enough chairs at the pool. We didn’t have to fight for them. The location is beautiful and you can walk along the promenade. Staff were pretty friendly.