Hotel Pestana Carlton Madeira Premium Ocean Resort

We were transferred to the Carlton from the Pestana Village Garden - we only knew a couple of days previous to travelling when checking messages via Booking.com. Due to Covid 19 the Garden had been mothballed. The Covid checks at the airport were that you had to have a swab result less than 48 hours previously or you had to have another swab and isolate until the result came through. We therefore got to experience the room service for our eveing meal, which was a bit long winded; when the food came it was luke warm but we were so hungry we ate it. We also asked for tea and coffee making facilities but these had to be requested twice before we recieved a kettle and some minimal supplies of tea and coffee but no milk so we had to request this again and finally they sent us some UHT milk. Once our swab result came (first thing in the morning) we were able to go to breakfast which was buffet style and the food choice as quite good. However the decaf coffee kept running out of the drinks machines. There was a very good system of obtaining a pair of serving tongs for each visit to the buffet. Guest hands were sanitized regularly, masks were worn until sitting down and eating/drinking. However as each guest had their own tongs as they used them to serve multiple foods it meant that some foods were being contaminated by others e.g. vegetarian foods were being contaminated by meat and fish etc. Dinner was also a buffet system similar to breakfast but there was no vegetarian main even though this had been booked previously - one had to be rustled up and the pasta dish became a risotto by the time it was delivered. Bottled water is offered to the tables but this is charged so be careful how much you have. The food was very tasty and there were plenty of options especially at breakfast. However as the dinner was limited we chose to eat elsewhere every night. Our room was clean and tidy if a little dated. The bed was a bit hard for my liking but my husband slept Ok.

Very helpful & efficient staff. Our fabulous room was too high and we were moved to another great room on second floor within 24 hours. Nothing was too much trouble. Ask for a kettle if you like an early cuppa (the rooms do not come with tea making facilities). Covid arrangements were really good & we felt totally safe. I had a couple of superb massages in the health club. Breakfast was well organised.

Stayed here all inclusive for a week. This wasn’t our choice hotel and had been moved there due to the current situation. The hotel isn’t usually all inclusive and that did show however I am not going to give a bad review about that due to the situation. On arrival we had been upgraded to a suite on the 18th floor. It was lovely and quite quirky old fashioned furniture. Due to an issue with the air con in the room we did complain and Lisbeth on guest relations was really helpful and we moved rooms to a junior suite on the 9th floor. This was a refurbished room and was a lot more modern and lovely. The pool area was clean and lots of room to move your sun beds so you didn’t feel too close to anyone. The hotel are taking Covid seriously and the use of hand-gel and mask wearing is a must. The location is fab and Funchal centre is a nice stroll away. The staff are all friendly. I would return to the hotel however just on b&b basis. There are lots of places to eat nearby.