Upon arriving at our hotel the hotel manager refused at first to give us room, citing "IT issues" and that the hotel was fully booked. They suggested to transfer us to a cheaper hotel down the road (for free - what an irony!). After insisting that we should get our room and talking to the general Manager (ms.Fernandes) we did get our booked-for room. Needless to say, this is one of the wors receptions we've ever had. Upon arriving at our hotel room we were immediately called that they forgot to enter our details and that we should come up - very unprofessional!
Though the reception was terrible the hotel service was too - WIFI does not work in almost any of the rooms (but, it is free!), we needed to wait 20+minutes to get breakfast, the TV (19 inch) is so small it's hard to see from anywhere in the room.
The head manager did apoligize for everything and we even got a 20% discount on a dinner. Needless to say, we didn't take her up on that...
Madeira is a great holiday destination but this hotel is not part of it.