Pestana Quinta do Arco Nature & Rose Garden Hotel

Hotel has lots of potential but it is dated / needs a good clean. Bathroom smelt of damp and spots of black mould on net curtains. Restaurant where breakfast is served is a bit gloomy, standard continental breakfast. Good location for walks and vineyards.

When I moved in, they gave me a house that smelled so much of mold that it was impossible to be there, because my daughter's allergy to mold asked me to change the room, so she moved me to another house that smelled even stronger of mold. we decomposed and wanted to take a shower - it turned out that there was no water, no water at all, after calling the reception we were told that unfortunately they could not help. What did we need to do? Looking for another hotel at 22:00 night?. The additional bed for my daughter was broken and it was not possible to sleep on it. In addition, mice rustled on the roof all night. The worst night of my life.

My worst hotel experience ever! We had a reservation for a TRIPLE garden studio for 2 adults + 1 child of 13 years, booked on ***********. On the day of our check-in I received a message from them to see if we are 2 or 3 people. When I confirmed, I was told I need to pay an extra 35eur per night (=140eur extra for 4 nights!!!) for the child, since their reservation system shows 2 adults only. When I sent them the voucher stating it was for triple occupation and the price was for 3 guests, they didn't accept, they insisted they saw other thing in their system. Although it might happen that the glitch was on booking.com's side, still, it's totally unacceptable to put a guest in such a situation, just a few hours before check-in, although the reservation was made months before. We had a valid voucher and as such, as a client, you need to respect that. Not even a minimal gesture was offered (like letting go half the extra amount or providing early breakfast to go on the last day). I tried to resolve the issue with them afterwards, via booking, but they still insisted, saying we "3 people showed up" for a 2-people reservation. Well, we didn't "show up", we had a valid reservation, just check the voucher. Even in the messaging system we used, it said "3 guests", not two. When we confronted them why they contacted us on the day of arrival, they said it was to see if they should prepared the extra bed. Well, it wasn't prepared. We had to pay upon arrival (usually in hotels we pay upon check-out) and we didn't get an invoice or bill. I asked for an invoice or bill the next day. I was told it will be ready by the evening. It wasn't. Other than that, it was a minuscule studio (smaller than it seems on the photo), with ants all over (their route even went through our bed). My son said the sofa bed was the most uncomfortable he ever slept on. Cleanness was an issue, although they did change the towels daily (the only good thing). You can hear every noise from the other 3 studios sharing the same pre-fab building. There was at least a kitchen corner (equipped with 1 pot and 1 pan, and exactly 3 cutlery). There was also a small table with 2 chairs only. FYI, the breakfast is served in the tea house which is outside of the quinta, and at the end of the road, which means take an umbrella with you if you don't want to get there wet. This was a very expensive experience and one that ruined our vacation. The other hotel we used on Madeira right before this was the most amazing hotel we stayed at and was much less expensive than this one. Should I have foreseen this, I would have definitely cancelled this reservation. Not the best location. Really bad service on all levels for an expensive price.