Pestana Quinta Do Arco Nature & Rose Garden

Horrendous experience. Checked in and despite my mother having mobility issues and using a stick, no help available to assist with bags. Had to drag bags up an extremely steep hill in the middle of nowhere. The room had a strong stench of damp that took our breath away. Creatures within the room including snails and flies. Damp and mould visible everywhere. Towels were paper thin and shower was leaking. Immediately decided to check out and was assured by reception staff that somebody would contact me to discuss. Nobody contacted me and full amount for 3 night stay was deducted from my bank. Disgusted with the lack on contact from the hotel. Would actively dissuade others from staying here. Photos not representative at all.

We enjoyed our stay in our cabin set in botanical gardens, with a glimpse of the sea from our patio. Staff welcoming and helpful. The room was basic but comfortable. I would have preferred a proper double bed. We were able to warm the room using the air conditioning, as there was a spell of windy wet weather during our stay. Meals are at the Roseral restaurant 100 M down the road. Friendly hosts and delicious Madeira food.

NO HEATING IN OUR VILLA! It is absurd that in a 4-star facility one should suffer so much from the cold. There was only a tiny electric stove that did not heat at all, and it is well known that it is not safe to keep it on at night while sleeping. The living room had a wood stove but we were advised against using it because of the smoke detectors. The facility is really very beautiful and surrounded by nature but if this thing had been clearly indicated we would never have chosen it. We also saw some ants in the kitchen.

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.

PROBABLY THE WORST HOTEL I HAVE EVER STAYED AT I was in a party of 13 who stayed at this Hotel for 4 nights On our arrival it was raining. Checking in at reception we were each given a strip of paper to guide/find our way to our rooms. No umbrellas for the route march in the open down slippery paths and over 50 steps to my bedroom. Once found my room I found that the toilet had obviously not been cleaned (faeces were still in the bowl.) Went to use the room phone to call reception NOT Working. Advised reception of the situation as we went out to our rearranged evening meal location. We had booked to have a meal in the hotel restaurant, less than an hour before our booked time One of our party was told that the restaurant could not accommodate us all. Luckily we found another restaurant open on Sunday in the village. The following night (Monday) our booking time for the hotel restaurant was changed at very short notice. Returning to my room after dark was somewhat scary with parts of the path not adequately lit by any lighting. The front of house/ house keeping were very poor. NO APOLOGIES, NO EMPATHY, NOT BOTHERED The towels were never changed during my stay even using the convention of leaving used items in the bath. One wonders if the bathroom was ever looked at all? I enquired at reception if there were any tea/coffee facilities in the room Negative reply but they could send a kettle to the room. Needless to say nothing arrived during the rest of my stay. Other niggles. Adjacent to the shower and wash basin there was a soap dispenser (bolted to the wall) The bath however had no soap dispenser and several meters from the shower or the wash basin (not ideal if you wanted a soak in the bath after a days walking) With iPhones iPads and other electronic devices now part of everyday living I had to move furniture to gain access to electric power points! I could go on!