Octant Hotels Ponta Delgada — Hotel in Ponta Delgada

BED BUGS (as of May 2023) - READ BEFORE BOOKING!

SUMMARY: I had a fine stay, until I discovered that my room was infested with bed bugs. Since then, I have been contacting the property for three months, but they refuse to send proof of inspection or provide any refund for my stay or reimbursement for my medical costs. Once I requested proof of insurance claim, the responses became suspicious. BEWARE if you have traveled between April 22 and July 25, 2023, since the hotel was unwilling to provide evidence of remediation once alerted to a confirmed case of bed bugs.

DETAILS: I stayed at the Octant Ponta Delgada on April 22, 2023 to April 25, 2023. My stay was fine and the staff was very friendly and helpful during my visit; also, the breakfast was delicious. Unfortunately, our room (#520) was infected with bed bugs. My friend and I both suffered from bites, itchiness, etc. We were on our own to disinfect all travel items, and waited until back in the US to see doctors, where it was confirmed that these were, in fact, bed bug bites.

As someone who works in the hotel industry myself, I understand how unpredictable yet common bed bugs are. For this reason, I reached out to the hotel directly on May 2, 2023. I spoke to the General Manager, Mr. Santos, and explained the situation, urging him to hire an exterminator; I also requested a refund. Unfortunately, I have been going back and forth with the hotel for three months now to receive answers. The GM became elusive and less responsive once I sent over my proof via email on May 9, 2023. He refused to send proof of inspection or provide any type of reimbursement for my stay or medical costs. Once denied, I reached out to the property's legal counsel to request proof of insurance, since this issue - including the costs of inspection and remediation, as well as the refund for my stay / medical reimbursement - should be covered by the property's insurance. At a minimum, I requested the property's insurance information so I could file the claim myself. Now July 25, 2023, it has been two weeks with no response (despite multiple follow ups in between), and three months from the initial incident.

It is an unfortunate reality that bed bugs can infest any hotels. For this, I do not blame the Octant PD. However, I absolutely blame the management for failing to investigate this case, remediate the issue, or provide just compensation for the suffering of those affected.

UPDATE (Aug 14, 2023): After posting this review and following up with the ownership group's executives, I was finally given a call and offered a refund by upper management (3.5 months later). I received an apology for the delays in customer service recovery and a copy of an inspection report dated as of August 10, 2023. It is unclear when/how the bed bugs were remediated, but this report did confirm that my specific room (#520) was clear of bed...

Liked ·

View from the room Breakfast variety and fresh cooked omeletes Rooftop bar and cockteils

Disliked · Reception personel politeness and their general attitude. They are always detached and speaking Portugese at first, although they knew we were from abroad. They were not even greeting us when entering the hotel and trying to look the other way. Same is for the personel in the breakfast entrance. They are always with a bad attitude and strange looks. To be absolutely fair, there are 2 young guys in the reception area that are very polite and only cared to ask if we are satisfied during our 7 days there.. Also in the breakfast personel, only the 2 chef's are polite and helpful. Room had markings on the walls and 1 spider web, "SmartTV" is from 2010 probably. Only screen sharing makes it "smart". Also a big stamp on the carpet. In a week of stay, we only saw once to change bed sheets. Restaurant of hotel is overpriced, small portions and wines are extremely overpriced. In a short walking distance, a restaurant next to marina is offering much better food. Also the offer only dinner and no lunch at all. They claim to offer vallet parking (10 euro per day). But actually you need to find a place to leave the car outside. I had to park several times on the pavement illegally as the parking spots at the entrace were almost every time full and then try to find someone from the reception to give the keys and to park my car. Same situation when you want to get the car from the garage. And their attitude is like doing you a favor to get the car, that you have paid to park in their garage. I asked twice to get the car myself and they always declined. Also since the parking spots at the entrance are almost every time occupied, it is difficult to load the baggage to the car etc. Different treatment if you are of younger age. It seems you have to be over 45 to be treated with respect in the hotel. Very dissapointed to see such behavior from the personel. It ruined the whole stay on the island, which is...

Outstanding Stay with Exceptional Staff Care and Comfort

I’m writing this review on behalf of my mom, who stayed at the Octant Hotel in Ponta Delgada from late August to early September. My mom is visually impaired (not completely blind), so I wanted to share her experience and express our appreciation for the incredible hospitality she and my stepfather received.

From the moment they arrived, the staff went above and beyond to make their stay comfortable and enjoyable. Because the room’s bathroom design is entirely black—which can be challenging for those with limited vision—the hotel team thoughtfully placed white papers on the walls and doors to help her navigate safely. This level of care and attention meant so much to her and showed just how considerate and attentive the staff truly are.

The beds were exceptionally comfortable, and the breakfast each morning was outstanding — plenty of variety and delicious options to start the day. The location is also perfect, just steps away from the sea, making it easy to enjoy the beautiful surroundings.

The only issue my mom encountered was the dark bathroom design, which can be difficult for guests with vision impairments. It might be worth considering renovating a few rooms with better lighting or contrast for accessibility. That said, this small issue would not deter them from staying again.

From the porters and front desk staff to the restaurant team, everyone was exceptionally friendly, professional, and genuinely caring. The fridge in the room was always well-stocked with refreshments, the nightly cookies were a delightful touch, and the turndown service made each evening feel extra special.

Overall, my mom and stepfather absolutely loved their stay and would highly recommend the Octant Hotel to anyone visiting Ponta Delgada — especially for the warmth and kindness of its...