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4.5
#13 of 42 hotels in Cascais
Location
Rooms
Value
Cleanliness
Service
Sleep Quality
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Pestana Cidadela Cascais has garnered appreciation for its prime location close to dining and beaches, and its clean environment, with particular attention to well-maintained pools. However, guests have called out the hotel for its service inconsistencies, notably slow coffee service and inattentive staff at breakfast, despite some friendly encounters.
While the hotel's historic charm and ambiance are popular, travelers caution against high costs that may not equate to value, and some find the historic rooms to have dated aspects. Noise and hard-to-access amenities also detract from the overall experience.
Location
Convenient
Atmosphere
Historic
Rooms
Dated
Value
Expensive
Cleanliness
Mixed
Service
Inconsistent
Amenities
Underwhelming
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Very good hotel, on all levels. All very good meeting facilities and some nice shops. Very efficient and friendly staff. Good breakfast, although the coffee service was way too slow and some more warm (egg) options would have been good. Superb room and sleeping quality, nice swimming pool, in- and outdoor.
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Date of stay: September 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled on business
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
We have recently had 1 weeks stay at this Hotel, and I have to say it was a wonderful 7 days. We paid extra on arrival for a harbour view room with balcony, this was a good idea as the balcony was a sun trap (in February) and shelter from the wind. The room was very nice, good bed and nice sofa, though the three steps up to the bathroom were a little difficult during the night if a bathroom break was needed. Nice bathroom though it has a full window into the bedroom, so if privacy is needed, you have to draw the blinds. Breakfast very good with a big selection of buffet food, and you can ask any of the wonderful staff for cooked eggs and espresso coffee made for you freshly. Outside the Hotel has quiet areas as the building is set inside the old CitadelAll the staff are wonderful, and can't do enough for you.
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Date of stay: February 2020
Value
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Marta Esteves, Other at Pestana Cidadela Cascais
Responded 17 Sept 2020
Dear realale2049, Thank you for choosing Pestana Cidadela Cascais and for taking the time to give us your feedback on your stay with us. We were pleased to hear that you enjoyed the location and comfort of our rooms, as well as the service provided by our team. Our guests’ comments are very important to us because we work hard every day to provide them with an excellent service. Thank you very much for your recommendation! We hope to see you in a new future when we reopen our doors to our Guests. Best regards, Marta Esteves Guest Services Manager
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We have enjoyed short stays at your beautiful hotel over the past few years and recently spent a two night visit with you.
We understand that what with COVID restriction things are going to be different, however we noticed a few things that we would like to bring to your attention.
There was no hotel services book in the room, so we had no way of knowing how to contact reception or room service.After check-in you have us a letter explaining changes etc, the numbers could have been included on this letter, but we’re not.
The personnel safe in the room was damaged, and because we had no way of contacting reception I had to go to reception to report it. A staff member attended shortly after and replaced it. However this could have been avoided if it had been checked beforehand.
On arrival there was only one bottle of water in the mini bar, which was quickly used but never replaced.
On our first morning we were out of the room at 10:00 and didn’t return until 16:00. During this time we had a notice on the door to clean the room. After returning at 16:00 we went and sat outside the indoor pool, we met a staff member and remarked that our room had not been cleaned. He said that he would dealt with it immediately. On returning to our room at 18:00, we found that it still hadn’t been cleaned. We called reception on our way out to dinner at 19:00 and again requested that it be cleaned.
Now on to my last point…..
How do I get a drink in your hotel????
The bar inside the breakfast area / dining room used to serve drinks. If this is no longer possible can you not have some waiter / table service for guests sitting around the indoor pool.
I honestly found it astonishing that a hotel had no ability to serve drinks!!
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Date of stay: August 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Marta Esteves, Guest Services / Front Office at Pestana Cidadela Cascais
Responded 7 Sept 2021
Dear Mr. W2983SNmichaell, We would like to thank you for sharing this information with us because we can only improve with the valuable feedback provided by our Guests. We would like to apologize for any inconvenience caused during your stay. We are sorry that our team did not meet your expectations in some aspects. We do have a person that goes every hour to the indoor pool to collect some requests that the guests can have, but she is permanently in the bar located in our outdoor pool. Covid procedures forced us to remove all the papers inside the rooms and for that reason the contacts and menus you can find them on TV. We apologize if this wasn't mentioned to you during your check-in. We have already spoken to the team. We are working together to improve the quality of our service and assistance. We hope that, nonetheless, your experience was positive. Thank you for staying with us! We sincerely hope you will give us one more opportunity to rebuild your trust in our team service and to recover your impression of the hotel. Kind regards, Marta Esteves Guest Services Manager
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The pro’s: Great setting in the castle and location to get into town Large rooms The bed was comfortable Offered a turn down service Good indoor pool Air conditioning Great views of Cascais from the breakfast balcony Late checkout of 12pm
There were a few niggling factors which is why the review is 3 given the price paid including; What appears to be a complimentary coffee pod service in your room was in fact charged back at the end of the stay (no signs in the room to say this would be charged) No safe in the room Shower handle was broken, they fixed one part after a request but the other part wasn’t followed up during our 5 day stay. Fridge was not working properly (we couldn’t put any drinks in to cool). The room wasn’t cleaned each day meaning we had to request toilet roll a few times. I requested a gluten free breakfast for each day, I received a muffin and a small GF baguette, for a hotel of this calibre and expense I would have hoped for the option of the chef preparing fruit, continental or something else other than this each day. As a coeliac I can’t risk cross contamination at a buffet. Very dark room.
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Date of stay: April 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Daniela Bargado, General Manager at Pestana Cidadela Cascais
Responded 22 Apr 2022
Dear Mr. betho564, We would like to thank you for sharing this information with us because we can only improve with the valuable feedback provided by our Guests. We would like to apologize for any inconvenience caused during your stay. We are sorry that our team did not meet your expectations. Concerning what you mention about the coffee pods in the room, they are part of our mini bar. The first two coffee pods are complimentary, after those there is a charge of 2,70€/each - this information you find it available with the mini bar price list, available in our Pestana APP or in the TV in the rooms. The room cleaning happens on a daily basis and at that moment restock is also made (of amenities, toilet paper..) and if in any of the days that you were guested in with us you missed any restock in your room, please accept our apologies for that. Last but not least, a big thank you for all the mentioned pros and what they meant to you as our Guest!! We hope that, nonetheless, your experience was positive. Thank you for staying with us! We sincerely hope you will give us one more opportunity to rebuild your trust in our team service and to recover your impression of the hotel. Kind regards, Ana Rita Moura Guest Service Manager
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We stayed 6 nights in this 5 star hotel, but only the location is really 5 stars, providing that booked marina view. We had 2 rooms and the marina view is spectacular while the other room had no view at all and was therefore less expensive. The mix with art displays is fancy. The rooms were nice and clean, but the service was often lacking the details, missing towels, products… for 6 days you got one bottle of water offered. The worst experience was the breakfast, we had on some days to queue 10-15 minutes to get a table, despite booking slots. The choice of the buffet is very limited and in a small surface, it doesnt correspond to a hotel of this category. The breakfast room is just to small to handle the number of guests forseen.
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Date of stay: August 2021Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Daniela Bargado, General Manager at Pestana Cidadela Cascais
Responded 26 Aug 2021
Dear Mr./Mrs. 413ullae, On behalf of our entire team at Pestana Cidadela Cascais, we would like to thank you for taking the time to provide us with your feedback. Your opinion is crucial for us to continue improving our service and anticipate our Guests' needs. We are sorry that some of the days some details were missing and we will do our best to improve this type of situations. Regarding the bottle of water we just put one on the first day of the stay. With these new covid measures we had to change our breakfast layout and ended up causing the room to have fewer tables and a maximum limit of people inside, which unfortunately caused some delays. We are hopping in the future to go back to our normal layout. It was a real pleasure for us to have you as our Guest, and we look forward to welcoming you again at Pestana Cidadela Cascais. Best regards, Marta Esteves Guest Services Manager
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This is a lovely, characterful hotel, and we had an enjoyable stay. It loses a mark due to slightly iffy food and drink service, however, to be fair, these issues might be covid related so could probably be sorted easily enough.
The hotel itself is beautiful and very well located for cascais, the seafront and the harbour. We had great and cheerful service on the front desk on checking in.
Our room (standard one) was wonderful. High ceilings, comfy bed. No bath, so if that's important to you then you might want to book a different level of room.
Housekeeping was great, we asked for extra towels via the app and they appeared quickly the same day.
The outside pool area was a great place to relax and we spent a lot of time up there.
Our minor gripes came at meal times. We had booked half board, which was over at the restaurant in the courtyard. It was a very limited menu (2 options per course), and the food was fairly average and oh my god so slow. We waited for 45 minutes after our main to get our desert, and by that time we just asked for the bill and left. No one mentioned the desert and by that time we just wanted to sleep!
Breakfast was similarly disappointing, though in fairness, probably a lot to do with covid. The room was very small for the amount of guests, and we were sat right next to the buffet queue (only 8 people allowed in at once). So it made for a pretty chaotic breakfast, and not very peaceful! The selection itself was nice, good quality meats and pastries etc. But they were really lacking in staff, and it was impossible to get a coffee, which was sad! But again, to give them credit, they were trying hard with various covid protocols which complicated things a great deal for staff. Maybe when these are gone, there will be more coffee serving going on. We had breakfast in our room the next day and it was great! So in busy season i'd recommend that.
And, as others have mentioned, it was quite hard to get a drink in the hotel! The bar seemed to be shut a lot of the time, and there was no where else to get one. In general it seemed like a hotel that didn't really encourage sitting around with a drink.
So all in all it was a good stay and I'd recommend the hotel to anyone wanting somewhere atmospheric and central to stay in Cascais (plus the outdoor pool area was a big bonus for us). The food issues could be resolved with a few more staff, and then the place would be really excellent.
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Date of stay: September 2021Trip type: Travelled as a couple
Room Tip:Â The rooms with balconies overlooking the marina looked amazing.
Don't bother with half board,...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Marta Esteves, Guest Services / Front Office at Pestana Cidadela Cascais
Responded 13 Sept 2021
Dear Mrs. hannahgZ3005DN, We were delighted to hear that your recent stay at Pestana Cidadela Cascais was delightful and that you thoroughly enjoyed your stay. Our team would like to thank you for your very kind feedback. The covid measures that we had to implement in the hotel caused some minor problems such as having a limit of people at the buffet, which sometimes means that we have a queue to get into breakfast. In the last days we had a very high occupancy in the hotel and with less guests in the hotel this won't be a problem anymore and hopefully all this is getting to an end in order to go back to how it was before. We took good note regarding your feedback regarding the food from our half board selection and we will also open the other bar inside the hotel on the ground floor now that we weather will start to chill a little bit more. Many thanks for choosing Pestana Cidadela Cascais for your holiday and for such a good and constructive feedback. We look forward to hosting you again soon at our hotel. Kind regards, Marta Esteves Guest Services Manager
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A wonderful hotel experience in spite of Covid restrictions.
An 8 night escape to Cascais after a few days in Lisbon, Pestana Cidadela was the perfect spot for my husband and I to relax and to enjoy all that Cascais has to offer. Literally 5 minutes walk from the centre, its position in the Cidadela overlooking the marina gives it an element of seclusion and luxury at the same time.
Every single member of staff from reception to breakfast staff to the housekeeping team were equally friendly, helpful and welcoming. Thank you!
In addition, the positive energy and vibe of everyone in spite of recent and ongoing Covid-19 challenges is to be commended. Coupled with rigorous cleaning and Covid safety measures in place, this meant we had a well needed break after the stress of the last year, whilst feeling safe and looked after at the same time.
We stayed in a sea view superior double with terrace…a stunning, light, spacious room and wonderful marina view.
All round, a really great experience and highly recommended for a special stay in Cascais.
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Date of stay: August 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Daniela Bargado, General Manager at Pestana Cidadela Cascais
Responded 9 Aug 2021
Dear Mrs. DameReeves2020, On behalf of the entire team at Pestana Cidadela Cascais, we would like to thank you for your kind feedback. It is delightful for us to know that you had a pleasant stay with us and that we could help you create beautiful memories. We look forward to hosting you again soon at our hotel! Your kind words were shared with all the team members and everyone were delighted. Warm regards, Daniela Bargado Unit Manager
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We had an enjoyable 4 days here over the Easter period. The hotel is very stylish and is in a great location overlooking Cascais marina and only a few minutes walk into the town centre. The service provided by reception and breakfast room staff was excellent. A lovely touch that they had noticed from our passports that it was my partner’s 60th birthday and they brought bubbly and cake to our table at breakfast. The only minor issue we had (our room not being cleaned one day) was quickly rectified when we mentioned at reception. Would love another visit.
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Date of stay: April 2022
Rooms
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Daniela Bargado, General Manager at Pestana Cidadela Cascais
Responded 11 May 2022
Dear Mr. peanut0904, Thank you for your feedback on your stay at Pestana Cidadela Cascais. We are pleased to hear that you enjoyed the experience and our team's dedicated, attentive, and professional service. Your comments make us proud and serve as an incentive for continuously improving our service and striving for excellence. It feels amazing knowing that our attention and service made your stay and that we helped you create beautiful memories!! It was a great pleasure for us to welcome you as our Guest. We would like to thank you for staying at Pestana Cidadela Cascais and we look forward to welcoming you again soon. Best regards, Ana Rita Moura Guest Service Manager
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We stayed in the Cidadela from 9 - 13 Oct 2022, this is not the first Pousada we have stayed in but it is definitely one of the best. From the moment we arrived, the staff made our stay a warm and happy one. The hotel was excellent in many ways but the staff were its greatest asset. We stayed in a junior suite that overlooked the marina and the room was definitely worth paying a little extra for. It was incredibly spacious and equipped with comfortable furniture, couches in both areas and a superking bed. We were supplied with a fresh large bottle of water daily at no additional cost, contrary to some reports on trip advisor. There are art displays throughout the hotel which add to the feeling of comfort and luxury in the building. Breakfast buffet was of the high standard you would expect in a pousada, with staff always ready to provide tea and coffee refills if desired. The view from the breakfast room is wonderful, with views of the marina and the lighthouse. We were given an added bonus when we left, when reception staff booked our taxi to Lisbon airport for a fixed price of €50, much less than we were charged by the airport taxi on arrival. We can only thank the staff for giving us a wonderful stay.
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Date of stay: October 2022
Value
Location
Service
Trip type: Travelled as a couple
Room Tip:Â A junior suite is well worth the extra cost.
The reception staff will book you return taxi to...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Daniela Bargado, General Manager at Pestana Cidadela Cascais
Responded 27 Oct 2022
Dear Mrs. Dsliase, On behalf of the entire team at Pestana Cidadela Cascais, we would like to thank you for your kind feedback. It is delightful for us to know that you had a pleasant stay with us and that we could help you create beautiful memories. We do not have enough words to describe how we felt reading all your kind words and such a detailed and genuine review after your journey with us. It has been a truly pleasure to welcome you, we are grateful for your preference and we look forward to hosting you again soon at our hotel! Warm regards, Ana Rita Moura Guest Service Manager
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Highly recommend staying at this hotel when in Cascais! Our family of 4 had one of the family suites on the ground floor that overlooks the marina. The room itself was cavernous with high, arched ceilings and an abundance of space and seating. The hotel has many areas to explore and being built into an old fortress added wonderful character to the spaces. We love the iron gates, the pools and easy access to the marina area. The hotel is centrally located and an easy walk to anywhere in town. The buffet breakfast was varied and delicious with a view overlooking the ocean and marina. The lunch restaurant in the courtyard was a bit of a miss for us with painfully slow service and a mediocre meal, especially considering the multitude of fantastic restaurants within walking distance. The staff at the front desk were always helpful and friendly and our rooms were well cleaned with turn down service every night. We can’t wait to return!
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Date of stay: June 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Daniela Bargado, General Manager at Pestana Cidadela Cascais
Responded 3 Jul 2022
Dear familyvacay215, On behalf of the entire team at Pestana Cidadela Cascais, we would like to thank you for your kind feedback. It is delightful for us to know that you had a pleasant stay with us and that we could help you create beautiful memories! Reading every single word of this lovely review that you have shared with us fills our hearts and gives us the feeling of mission accomplished!!! Thank you for your kindness and for all the compliments to our Team! We look forward to hosting you again soon at our hotel! Warm regards, Ana Rita Moura Guest Service Manager
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Sherborne, United Kingdom53 contributions21 helpful votes
Alan G - there is an outside pool as well within the grounds but a bit of a walk over rickety stone slabs. But as previously mentioned no pool service.
There are more places to choose from in the Cascais area.
PRICE RANGE
$240 - $303 (Based on Average Rates for a Standard Room)
FORMERLY KNOWN AS
Pousada de Cascais
LOCATION
PortugalCentral PortugalLisbon DistrictCascais
NUMBER OF ROOMS
126
Prices are provided by our partners, and reflect total costs of the stay, including all taxes and fees known to our partners. Please see our partners for more details.
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