Featured Reviews


Frequently mentioned in reviews: hotel (43) room (31) service (19) stay (18) good (12) star (9) staff (9) time (9) Cascais (9) location (9)
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  • 1/5 Jaqui L. 1 year ago on Google
    Very poor customer service. Had a lovely stay, really lovely. But unfortunately the hotel made a mistake on check out and in spite of us having paid for our full stay, the block in our credit card remains. It’s been 3 weeks now and no amount of emailing the hotel to ask them to help expedite the credit card block being lifted has helped. Very poor customer service from a 5 star hotel.
    3 people found this review helpful 👍

  • 1/5 Faisal B. 1 year ago on Google
    Worst service I have ever encountered. We booked the trip for a group as a company trip. We arrived around 1440 and was told none of the rooms were ready and to come back at 1520. Got back closer to 16 and was told the rooms still were not ready and we have to wait another hour. I asked to talk to the manager but she was away and the staff could not do anything. Not friendly and definitely not service minded. Please stay away. Never book this hotel for groups. Just to give an update after the given answer: Just to clarify. I was given the card to my room at 15:49 but the employee at the frontdesk told me that I could not use it before atleast an hour later as it still was not ready. So it might look in your system that checkin happen that early, when it in fact happened closer to 18:00
    2 people found this review helpful 👍

  • 5/5 Alexander G. 1 year ago on Google
    I came to the area for work, but decided to bring my wife and two daughters (three and five years old) to have a little getaway at the same time. We landed on the Pestana Cidadela Cascais because of the five star amenities and the historic and beautiful grounds it had seamlessly joined. We were not disappointed. In fact the opposite was true, it far surpassed our expectations. It Is hard to miss the beautifully menacing fort with its sharp angles. As you enter through the main gate you are hit with this gorgeous strangeness with a tool built for war holding this gentle artistic hub. Past the art galleries and into the hotel, the grandeur continues with a sleek lobby, stunning bar area, and just an absolutely stunning hotel that just flows with the fort. Now what truly made this stay special was the staff. From the get go we were greeted with a genuine smile at the reception and helped arrange for our room to be ready slightly ahead of time so we could get our two tired girls washed up and ready for an evening out. Next stop was some refreshments at the hotel restaurant in front of the hotel entrance across the courtyard. Here we were rewarded with the presence of Nareen. Nareen went above and beyond in her service. Our little one tripped and scraped her knee and next thing we know is Nareen is kneeling down next to her with an ice cube against her knee and a big smile on her face comforting her directly. We ran into Nareen several times throughout the hotel and every single time it was an absolute joy. Now getting to our room we were helped by Antonio and Jorge. Antonio was the first to welcome us to the hotel and offer refreshments and then gave us a quick tour and escorted us to our room. Extremely friendly gentleman that we enjoyed being in the presence of. Jorge was quick to get to our car and load the numerous bags to keep this family of four going. Not just helpful, but engaged with us and made us feel immediately welcomed. On our way out he was again there to expertly accomplish the game of tetris that is putting the luggage back in the car. The next standout was the morning buffet. All the other reviews do not lie when they talk about how good it is. What they do miss, however, is how good the staff is there that is helping. Especially Nazmul Hasan. He made our mornings special and ensured our girls had their morning cup of hot chocolate. Not to mention keeping our coffee cups overflowing. This was such a great start to everyday and definitely helped my wife manage the kids throughout the day. Of course I have to give a special shout out to my wife for managing two young girls through the entire week. She took off from work to enjoy some sun and time with them, but doing it alone is no joke. Because of that we did take full advantage of the time we were all together. A lot of those highlights seemed to come back to this hotel. We went to the hotel restaurant (insert name) for a proper dinner and again our expectations were exceeded. The weight staff were absolutely excellent and the food was fantastic. I only wish I had remembered their names, but hope to come back soon to correct that. The final acknowledgement that we must make is about a bartender named André. We ran into André on a few occasions. The service was always top notch. Not only the service, but his skill as a mixologist and a barista are best of the best. His cappuccinos can compete for some of the world’s best not to mention the exquisite Cocktails he prepared. We also had dinner in the bar our final night as the week of walking, beach, and dining out had worn on us all. Ended up being another fantastic time. The last shout out Is to the housekeeping team. Our room was extremely well maintained at all times and around 1800 they would come around for turn down service. Well you know with two little girls and a beach close by it was another full cleaning and the beds were always very cutely made stuffed animals. Always that extra touch that made the stay special. Best vacation ever without even being a vacation!
    2 people found this review helpful 👍

  • 5/5 Diane S. 1 year ago on Google
    The service of the reception staff and the manager has been extraordinary. They helped us organized our daily activities and find amazing, authentic Portuguese restaurants. The manager went beyond our expectations to solve an issue we had with a third party. It was a pleasure to get to know all of them. The location of the hotel is perfect. It is central, quiet and the view at the back on the marina is amazing. Thank you again to the whole team for making our stay so memorable!
    1 person found this review helpful 👍

  • 5/5 Henry R. 4 months ago on Google
    What a totally incredible experience. 5 star service, beautiful room and super comfortable bed, breakfast was delicious and the hotel grounds are gorgeous as well! So many interesting places to explore between the pool, marina, lawns with rosemary bushes and gardens, cool architecture, the lounge/bar, etc etc. We also got a massage at the Spa which was just as much of a 5 star experience as everything else. The steam room and indoor pool were super relaxing. The hotel restaurant is good as well, a little pricey, but the servers had lots of recommendations and were very friendly. Tons of great restaurants literally a 5 mins walk away in downtown Cascais. Had a nearly perfect stay overall and we will 100% be back
    1 person found this review helpful 👍

  • 1/5 Nicole Rabbat L. 5 months ago on Google
    This was our last stop on our trip to Portugal. It was placed through a reputable travel agents. Great location, historic exterior but the service certainly wasn’t a 5 star experience. It was far from it. When we first checked into our room it was in the basement with a very musty/mold smell. We left to go to dinner and came back to multiple cockroaches in our room. We went to the reception with all of our luggage. We know they can’t control where bugs are, but they can control their reaction. They seems unsurprised, unapologetic and zero care. They made a few calls, just changed our key, and told our room and as they handed us the new room number a quick “sorry” was said. The only person who seems to care the bellhop Antonio that took us to our new room. It was a very odd response from the front desk and an unprofessional experience. Certainly not how I wanted to end our trip.
    1 person found this review helpful 👍

  • 5/5 J Y. 10 months ago on Google
    Location is superb - minutes of walk to downtown area with restaurants and shops. Building is historical and decorated with many contemporary art pieces and a library style bar. The pool is on top and takes a bit of walking. Beautiful view. I found the restaurant/tavern opposite main building a little lackluster location. We did not eat there - wish there could be an eating option inside the hotel with the view. Plenty of options outside
    1 person found this review helpful 👍

  • 5/5 Milky W. 7 months ago on Google
    Great personal. Stunning location. Amazing view from the roof during breakfast. Cleaned and comfortable room. Everything is perfect. Thank you so much for the good time in Cadcais

  • 3/5 kmrs j. 7 months ago on Google
    Rooms and facilities are a bit tired, scuffed furniture and walls etc. The outdoor pool is very small but plenty of sun loungers. Gym is extremely small for such a large hotel, equipment quite dated and aircon a bit sketchy. Location is great, though.

  • 5/5 Simon W. 6 months ago on Google
    A beautiful hotel right in the middle of the old Fort. Staff here are amazing - so kind and thoughtful and always asking if there is anything they can do to help. Recently renovated the stunning rooms and rooftop pool really show how much care was put into this hotel. Amazing views as well as 2 minutes saunter from the old town centre make this an ideal place to stay when visiting Cascais

  • 3/5 Mladen Z. 4 months ago on Google
    Pestana Cidadela is a very nice hotel in an excellent location. Staff were very nice, helpful and welcoming. However, the rooms were not what you would expect from a quality hotel like this. The beds had springs that poked in your back and the bathroom sinks were blocked. But the worst part was that they charge for coffee in the room and do not tell you about it till you see the bill at the end of your stay. I do not mind paying, but I travel extensively around the world for various reasons and have always had complimentary coffee in my room, especially at hotels of this class. They did it in such an underhand manner that they have guaranteed that I will never stay in this hotel again. It's a big shame as this was the only time I felt ripped off in my entire stay in Portugal. At least tell your clients when they check in that coffee is chargeable and if not, then ensure the signs in the bedrooms are large enough to read and be noted.

  • 5/5 Wilfred de J. 4 months ago on Google
    Exceptional location, nicely just outside the city centre with a marvellous view from the breakfast room. Rooms could do with a bit of a refresher, especially the bathrooms. Meeting facilities were good enough. Chairs could be somewhat more comfortable.

  • 2/5 Ivan T. 1 year ago on Google
    My family and I stayed in the hotel for two full days, from Friday to Sunday. The location of the hotel is amazing, it is located in the center of the city, really close to all the attractions. Besides that, the hotel gives you a ticket to almost 10 museums for a free visit. A ticket works only 24 hours, but it's really cool nonetheless. The hotel is located right in the fortress building which gives it 100 points. You literally can live in the fortress :) Breakfast is pretty good, nothing special. The main issue is the service. I had incidents that spoiled the impression of the trip. As I said we were there for two days, and all these days we put a "do not disturb" plate on the door, even if we go out. We don't like when someone enters the room while we stay in the hotel. The room service left the note "we tried to make a cleaning, but couldn't go in, please let us know..." under the door. The curious things happened when we checked out. 1) At the reception they asked us to pay for some things from the bar, I told them that we didn't use anything. They replied to me that "room service entered the room every day, and refill the bar". I told them it was not possible because I left the "don't' disturb plate" and the room service left the notes. That happened, the room service write a bar usage on my room even didn't enter the room. 2) When we already returned back to Lisbon we realized that this morning we changed a baby and had forgotten a baby's nightwear right on the big bed. And after I realized that we also forgot a toy. I called them for 3 days, and they told me 'we are asking a laundry etc. etc. but we don't have anything else to say'. It's a 70cm baby nightwear, it's supper difficult to miss it when you do a cleaning. The hotel itself is good, but they definitely should take a look at their's room service employees.

  • 5/5 Lucy A. 1 year ago on Google
    Great position in Cascais at the harbour and good views of the sea. The hire is in an old fortress and is quite difficult to navigate once inside. However the rooms are spacious and comfortable with high quality Clarins toiletries. Breakfast was excellent ☺️

  • 5/5 Alex W. 8 months ago on Google
    Incredible hotel. Can not recommend more. So safe and secure and private but still in the centre. 5 mins walk to numerous restaurants. Viktor, Nareen and Daniel were so professional and kind. Made our stay that bit better. The taverna in the hotel grounds was delicious. So many options. If you stay in cascais you have to stay here.

  • 5/5 Wilhemina F. 9 months ago on Google
    My husband and I were traveling to Cascais for our babymoon and the Pestana Cidadela did not disappoint! Being 6 mos pregnant with our first child and traveling long distances is not so easy and not only did Tiago make certain to accommodate our every need, but he also went above and beyond to ensure our trip to be a most memorable one by securing us a beautiful seaside room overlooking the marina! And if that isn’t enough, the breakfasts included in our stay were a foodie’s dream come true - Five Star the way! The service, accommodations, care and attention to detail my husband and I received at the Pestana Cidadela Cascais was First Class and I can’t imagine any other hotel topping it! Can’t wait to go back!!

  • 3/5 Tom P. 10 months ago on Google
    More of a conference centre than a five star hotel. Not the friendliest of staff. The only people in the hotel bar were on laptops. No atmosphere in the bar at all. Nice room though and a great view over the marina. Four star hotel at the most.

  • 5/5 sara m. 8 months ago on Google
    Hi there! It was really pleasant stay! Everything is perfect there and all personnel’s do everything perfectly ! But I don’t know the sculpture of reception desk is not nice with black dress and no head ,,,,?????! It’s strange 😉all the rest is so nice !

  • 5/5 Julia M. 1 year ago on Google
    This is fantastic hotel and I appreciate especially help of Tago, who spent one hour trying to get my purse back that I have forgotten in the taxi. And he succeeded! Great customer orientation! Appreciate Tago!

  • 1/5 Lan M. 1 year ago on Google
    The Bad: - No wifi: wifi didn't work for most of our stay (zero connection) - The bed baseboard (upholstery) stinked of dirty mop 🤮 - Hotel doesn't have parking, so you have to park at nearby parking lot (€ 12 for 24 hours). It is very inconvenient. - Check in was very basic and important information was never shared (i.e. lack of wifi, where breakfast is served, how to contact the reception if needed) - AC in the room was disabled, and since there waa no information anywhere on how to contact the reception I had to go to the lobby to ask for the AC to be turned on. The good: - Breakfast was good! Lots os options, very helpful and friendly staff at the restaurant. It can be very crowded btw. - Perfect location to explore Cascais center - Beautiful grounds

  • 5/5 Leslie T. 1 year ago on Google
    We absolutely loved the hotel and its surroundings. Only stayed for 2 nights as we went to Lisbon after, but Cascais it's a charm and worth a longer visit. They have a restaurant that serves portuguese Tapas and it's incredible. I really recommend you this place if you are planning to visit Cascais!

  • 5/5 Jack B. 1 year ago on Google
    We visited this september and i have to say that the hotel and the village it is located in are beautiful. The room was satisfactory, and the breakfast was really good. We had te opportunity to sit outside and enjoy the nice weather and a great view over the harbour.

  • 5/5 Steven K. 1 year ago on Google
    Fabulous. Best hotel in Portugal I have stayed in. We didn’t mention my sons birthday, but they must have spotted it on his passport and had a birthday cake waiting for him at breakfast with champagne for the parents. Superb hotel wonderful staff.

  • 4/5 MOREL S. 1 year ago on Google
    Staff is amazing location as well...but not at the level of 5 star. No matelas in both swimming pool no bar around..no service in the indoor swimming pool area terrace. Hotel bar was closed.. And room need more deco and poor product in bathroom.

  • 5/5 Dawn W. 1 year ago on Google
    Beautiful hotel very unique set within a fort. Our room was really big with a terrace. I did ask for a sun lounger cushion but didn't get one. There was peeling paint on the outside wall which for a 5 star hotel wasn't expected. As this hotel is set in an art district some art work would make the bland white walls of the terrace more appealing. Over all the hotel is great all the staff were so friendly and attentive. We are looking forward to staying at future pousadas

  • 5/5 Andre N. 1 year ago on Google
    Great Hotel, Great Staff. It was the first time but will not be the last for sure. Modern and very clean rooms, great quality breakfast with sea view. Staff was outstanding, exceeding expectations and making us feel at home. Really memorable. Keep up the good work! A. Nunes


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