Paul H.
Google
Me and my partner stayed at Pestana Gran Vía for five nights in May 2025. While we’ve generally had positive experiences with Pestana hotels, unfortunately, we cannot recommend this one, especially if you’re expecting to enjoy the rooftop terrace and pool.
To start with the positives: the rooms are spacious, clean, and tastefully designed. Despite the hotel’s central location on Gran Vía, perfect for walking to many major sights, the rooms are surprisingly quiet, which we appreciated.
However, the way the staff handled a significant issue during our stay was extremely disappointing. The rooftop pool and terrace – heavily promoted on the hotel’s website and Instagram – were closed. We were not informed of this at check-in. Like many other guests, we only discovered it when we found the access door locked, with no explanation provided. This was a major letdown, as the rooftop area had been one of the main reasons we chose this hotel.
When we inquired at reception, we were told the closure was “due to weather” – despite a week of sunshine and temperatures reaching 28°C. We were vaguely told it “might reopen next week.” Two few days later, a staff member at the bar admitted the pool was actually under repair and would remain closed for at least one months. Judging by its condition, that explanation seemed far more accurate.
As a Pestana Elite member, I found this experience especially frustrating. Not only were expectations set by misleading advertising, but the lack of transparency and disregard for guest communication fell well below the standard I’ve come to associate with the Pestana brand. There was no apology, no proactive communication, and no effort to offer alternatives or compensation.
In short: while the hotel itself is attractive and well-located, the poor handling of guest concerns and misleading promotion of amenities left a very negative impression. I expected more from Pestana, particularly as a loyal guest.
