Vila Nova Hotel — Hotel in Ponta Delgada

What an unpleasant experience when this had to be the start of a relaxing and top holiday.|I booked this hotel at the end of October 2024 for a 7 nights stay in June 2025, so 8 months in advance. This was meant to be a special holiday for myself so treated myself with the Master Suite of 35 m² with a nice balcony on the top floor and amazing view following the description on their website.|On arrival at 12.00 I was immediately told that the room wasn't ready (which is normal on an early arrival), but this was never actually checked. They registered my ID and could go off for a wonder in town. On return I was checked in and up till here all OK. The surprise began when I got to my room.|When I got to the room I noticed that I didn't got the room that I had booked and instead had received a 20m² room without a balcony on the corner of the building. I went to the reception to notify of this and was told that I was wright and that my room by mistake (or in my opinion not) was given to someone else and this was the only room that they could give me. They had downgraded my reservation twice , from a 35m² room to a 20m² room without balcony without mentioning nothing at check in. It wasn't even downgraded to the next cathegory room which would also offer a decent size and is equipped with a balcony. At this stage they offered me everything possible in order for me to stay in this assigned room: car rental (which I didn't need during my travels), excursions (which on arrival I had already booked and paid for for the full duration of my stay), all drinks inclusive during dinner or I could stay 3 nights in this room, 2 nights in the next type of room and eventually spend the last two nights in the type of room I had booked. Obviously this is not ideal when you come for a stressfree holiday so I requested to be transferred to another hotel with the same conditions of what I had booked at their expense. I was sent to my room in order to give them the time to organise this for me. After an hour more or less I was contacted to inform me that they had found a hotel closeby but that was much more expensive and that they would only cover the amount of my reserved amount and I had to cover the rest. Obviously I did not agree. So the search went on. As I had a walking tour planned at 4.30. pm I had to leave at 4 pm (2 hours after I checked in) with no solution yet. Eventually at +/- 5pm they informed me that they had found a solution and could transfer on return after having dinner at the original hotel. Good you think and so did I, but when I eventually got to the new hotel at 9 pm I was informed there that they had booked me bed and breakfast instead of half board as per my original booking. Eventually this was sorted and eventually I could relax at the new hotel although this was situated well outside ponta delgada with a 30 min walk to the centre of Ponta Delgada and not 5-10 mins as their location, but anyhow it was late enough and had been a stressfull enough first day of my holiday.|The following day instead of receiving an apology of the manager or front office manager for the inconvenience I got a (probably automated email) to thank me for my stay and if upon check out I would leave a review. So this is what I have just done on their request.|Maybe it would be nice if management take some time to apologize for this situation and give a detailed explanation on what exactly happened. Because in my opinion I have the feeling that my room was either sold to some one else at a higher rate on purpose or used with a customer complaint thinking I wouldn't make a big deal out of it. Maybe now they take some time to do this and show their professionalism, you have my number and email. |All of this caused aditional taxi costs at my expense and although it's a small amount, but a detail of how they do business, they kept the city tax which was paid and had to be repaid at the new hotel when I never got to stay there.|In conclusion not the best experience at My Story...

Our recent stay at MS Vila Nova exceeded expectations.

We made a last-minute reservation for one night before our departure from São Miguel and booked directly through the hotel’s website, where we secured the best available rate and a well-rounded package.

From arrival, the service delivery was seamless. Although we arrived ahead of the standard check-in time (around 1 pm) and our room was not yet ready, the front desk team quickly offered luggage storage and directed us to the pool area to relax while we waited. This proactive approach to guest management made the transition smooth and stress-free.

A special mention goes to Daniela, the Front Office Manager, who displayed exceptional guest engagement and service throughout our stay. Her ability to anticipate and meet our needs, combined with her approachable and fun demeanor, significantly enhanced our experience.

In terms of potential improvement, offering poolside service during peak hours would further elevate the guest experience. Additionally, the inclusion of minibars in the rooms would provide an extra layer of convenience for guests. However, these are minor opportunities for improvement within an otherwise well-executed operation.

Overall, MS Vila Nova provides a solid guest experience with attentive service, comfortable facilities, and a welcoming atmosphere. It’s an excellent choice for both short and extended stays in Ponta Delgada, and we look forward...

Location was fine – 10 min walk into town, only an issue when it is bucketing down with rain.|We had a top floor room, no balcony – staff member checking us in didn't know that; not an issue as the weather was so poor I never saw any of the balconies being used – they are in the shade in the afternoon. Right under the flight path for the airport although not enough flights to be an issue.|Room itself was large, with 2 chairs and a table, lots of storage; no fridge, and the safe actually required a key. Bathroom was also big with the shower in the bath, very poor water pressure.|Breakfast was fine – hotel popular with tours so a bit frantic at 8am, considerably quieter by 9am, standard buffet fare.|Staff were fine but not very knowledgeable – didn't realize 5th floor rooms do not have balcony, didn't know the nearest minimart, knew nothing about the fado advertised in their elevator (which incidentally was excellent).|Bar was a nice spot for a drink at the end of the day.|Overall recommended – large, comfortable room, reasonable price in...