Reid's Palace, A Belmond Hotel, Madeira

I am writing to formally express my dissatisfaction regarding an incident that occurred during our recent visit to Reid’s Hotel, as part of the Afternoon Tea experience. We chose this experience precisely because we consider it to be something truly unique in Madeira, given the hotel’s history and prestige, being one of the first and most iconic hotels on the island. We are regular guests and, until now, every experience we have had at Reid’s has been truly wonderful, which is precisely why this situation was particularly disappointing to us. After having our tea, we were about to leave when two members of staff, who had been extremely kind and attentive towards us, gave us the opportunity to see the ballroom. After leaving us to our own devices, we stayed in the room for a few moments to take some photographs, naturally assuming that we had been given permission to remain there. It was then that a member of staff named Agueda addressed her colleagues in what we considered to be a rude and rather loud tone, asking: “What are these people doing here?” She then informed us that we could not remain in the area because the room had not yet been prepared. We completely understand that certain areas and spaces within the hotel may not be accessible to guests at certain times. However, the way in which this situation was handled left us extremely uncomfortable, embarrassed and, above all, saddened. We felt that we were treated in an unpleasant manner, particularly given that we were in that space after having received permission from two members of the hotel staff. It is also important to mention that we had intended to remain at the hotel and enjoy a drink at the bar after Afternoon Tea. However, following this incident and the way it made us feel, we became so uncomfortable that we simply decided to leave. We do not intend to question the professionalism of the other members of staff. On the contrary, we would like to emphasise the kindness and attentiveness of the two employees who initially assisted us. Precisely because we are regular guests and have always held such a positive opinion of Reid’s, we feel it is important to express our disappointment regarding the way this situation was handled.

⭐⭐⭐⭐⭐ An exceptional stay from beginning to end. We have stayed at several luxury hotels throughout Portugal during this trip, and even though our journey is not over yet, this is without a doubt where we have received the best service. What truly sets this hotel apart is its personalized service. The staff quickly learn your name, recognize you throughout the property, and genuinely make you feel valued. It is the level of hospitality you would expect from the world’s finest luxury hotels. The property itself is beautiful and impeccably maintained. The gardens are stunning, the common areas are spotless, and every part of the hotel reflects the care and attention to detail of the entire team. The quality is consistently excellent across every service. Room service is outstanding, the restaurants are excellent, and the complimentary breakfast deserves special recognition. At many luxury hotels, an included breakfast can be disappointing, but here it is generous, varied, and of exceptional quality. Usually, there is always something that could be improved, even at the finest hotels. Honestly, after our stay, we simply could not find anything worth criticizing. Everything met—and often exceeded—our expectations. We would recommend this hotel without hesitation to anyone looking for a true luxury experience, both for the beauty of the property and the exceptional quality of the service. We would be delighted to return.

Review ….. Reids palace Hotel lived up to its reputation 100% as one of the finest residences with stunning views to fall in love & history that is legendary world wide. The staff went beyond to make your stay an unforgettable experience & gave exceptional customer service in every area always with a smile & nothing was to much effort or trouble. Any situation that required attention was solved instantly & respectfully. Children are also welcomed here so that’s something to bear in mind when booking. There are a number of beautiful locations in & around this unique property to explore & find complete relaxation & peace also adventure! We shall return!

While the location and rooms at Reid's Palace are beautiful, I feel it’s important to share an honest review about the service my husband Chaz and I received. For the first four days of our trip, there was a glaring disparity in how we were treated. When Chaz was alone, he received attentive, excellent service. However, the treatment I received was noticeably dismissive, which deeply felt related to the color of my skin. It wasn't until Day 5, when the staff finally seemed to realize I was actually a guest staying at the hotel, that the service toward me improved. Hospitality should be welcoming to everyone from the moment they walk through the doors, and it was deeply disappointing to experience such a stark divide.