Quinta Penha de Franca

"My room was with ”terrace and garden view”. The real view was a concrete wall and a metal fence. Reception staff was unpolite, almost rude and absolutely unwilling to help. The restaurant staff was very pleasant and great."

"We visit Madeira every Christmas and, based on a reasonably pleasant experience in 2024 at the Brothers Restaurant (old-school service, slightly dated but generally competent), we decided to book our Christmas meals at Hotel Quinta Penha de França for 2025. Unfortunately, the experience this year was extremely disappointing and resulted in our Christmas Day plans being completely derailed. We usually go to Casa Velha for Christmas Day lunch, but as it was fully booked, we contacted Hotel Quinta Penha de França in early November to check availability. We were told they were not doing anything special for Christmas Day, just the usual à la carte menu, but we wanted to ensure we had a confirmed booking somewhere, as options are very limited on the day. We were also informed there would be a gala dinner on Christmas Eve, which required full prepayment of €120 per person. This was paid in advance. The Christmas Day dinner did not require prepayment. On arriving in Funchal, we discovered - entirely by chance - that the hotel has more than one restaurant. This was never made clear in any of the reservation correspondence. When we visited the Brothers Restaurant to clarify where our Christmas meals would take place (having also never been told the time of the Christmas Eve gala), staff appeared unsure and had to search through paperwork before eventually confirming that the Christmas Eve gala would be held at the Revus Restaurant, while Christmas Day dinner would be at the Brothers. This information really should have been communicated clearly in advance. Unfortunately, one member of our party became unwell on Christmas Eve and we were therefore unable to attend the gala dinner. We did not request a refund - illness is nobody’s fault. However, what happened on Christmas Day itself was unacceptable. When we arrived at the Brothers Restaurant for our Christmas dinner, we were told there was no record of our reservation. We were sent to the Revus Restaurant, where we were again told there was no booking. Despite producing email confirmation clearly showing that we had reserved Christmas Day dinner, we were informed that both restaurants were fully booked and nothing could be done. As a result, we were left without a Christmas dinner at all, despite having booked weeks in advance in a city where very few restaurants are open on Christmas Day. Instead of enjoying Christmas evening, we spent it being sent between restaurants trying to prove that our booking existed, only to be turned away. We then went to the main hotel reception seeking help. Unfortunately, the response was dismissive and unhelpful. Our confirmation email was acknowledged, but we were simply told that “these things happen,” with no apology and no attempt to find a solution. To prepay €120 per person for one Christmas meal, accept missing it due to illness without complaint, and then be left with no Christmas dinner at all despite a confirmed booking is simply unacceptable. There was no ownership of the mistake and no effort to resolve the situation. Christmas hospitality should not leave guests without a meal on Christmas Day. Based on this experience, I cannot recommend booking here for Christmas."

"This is a beautiful old finca which stands out from all the surrounding modern hotels in Central Funchal. It has 2 swimming pools with salt water which sit in tropical gardens overlooking the sea. The staff are extremely helpful and friendly and really look after you in everything they do. In fact, if you want to be spoiled by excellent breakfasts served by polite staff, this is the place to go. We have returned here 3 times and would not stay anywhere else! Thank you so much to all for your wonderful care and attention."