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All reviews sea view private beach infinity pool hotel is located ilheu das rolas live music lovely pool euro person high quality beautiful island dinner buffet liquid soap pork the wi fi standard room couple of nights good size
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Reviewed 22 June 2018

I was in Saotome for a meeting, and stayed at the Hotel Pestana for 6 nights. The hotel is located very conveniently, on the northeastern shores, facing the Gulf of Guinea. The views were amazing. The hotel grounds were well-kept. The hotel itself is very clean, and the service is very good. The front-desk check-in process was a bit slow, but the receptionists were very helpful with regards to taxi, hotel recommendations, and other information.

Room tip: Rooms on the second floor facing the sea have great views.
Date of stay: June 2018
  • Trip type: Travelled on business
    • Sleep Quality
    • Rooms
    • Service
Thank Balcha M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Equador, Gerente de relações com clientes at Pestana Sao Tome, responded to this reviewResponded 2 July 2018

Dear Balcha M
We have received your comments regarding your most recent stay at our hotel and that were passed to the whole team.
We appreciate the time spent for filling it as it is with the feedback from our customers that we can evaluate and improve the quality of our services.
We were naturally pleased and willing to do even better because we see that our hard work and dedication are recognized.
Hope to see you again soon on this or other Pestana Hotel
Best regards
Lucia Dias

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 June 2018

Very beautiful hotel, nice location! the service, the food and the place itself are impeccable!
It was my first time in São Tomé and I loved it so thanks!
I definitely recommend that place to everyone!

Date of stay: June 2018
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Pestana Hotel Group
Thank lbarbe108115
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Equador, Gerente de relações com clientes at Pestana Sao Tome, responded to this reviewResponded 2 July 2018

Dear Mr lbarbe108115

Thank you for choosing Pestana São Tomé Hotel and to sharing your experience with us.

We are very happy to note that you have enjoyed your stay but, as we believe that the best can be improved, we will continue always in search of improvement so that in future we can not only meet your expectations but exceed them.
Your comments will be passed to the whole team and we hope to see you back soon at our Hotel or other Pestana Hotel

Best Regards,
Lucia Dias

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Reviewed 30 April 2018

Not even the space is well located and with amazing views, the food in Pestana is really good. Chef Ismael does Chilean nights on Thursdays and it is really nice to feel how welcome you are. Also Jane from the spa does the best massages and is always smiling and asking if everything is OK.
Very pleased with the service.

Date of stay: April 2018
Thank a_fausto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Equador, Gerente de relações com clientes at Pestana Sao Tome, responded to this reviewResponded 15 May 2018

Dear Mr .a_fausto

Thank you for choosing Pestana São Tomé Hotel in your recent trip and to sharing your experience with us.

We are very happy to note that you have enjoyed your stay but, as we believe that the best can be improved, we will continue always in search of improvement so that in future we can not only meet your expectations but exceed them.

Your comments will be passed to the whole team and we hope to see you back soon at our Hotel or other Pestana Hotel
Best Regards,
Lúcia Dias

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 March 2018 via mobile

The location is very nice, beautiful grounds and infinity pool. The rooms are clean, WiFi is available and decent speed. The TV in the room has 5 maybe 6 working channels, out of which 2 are always soccer, and it is more the size of a computer screen. The food was good. However this is more like a 3.5 star hotel with the price tag of a 5 star hotel. Buyer be aware.

Date of stay: March 2018
Trip type: Travelled as a couple
Thank Gloria S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Equador, Gerente de relações com clientes at Pestana Sao Tome, responded to this reviewResponded 28 March 2018

Dear Gloria S

We have received your comments regarding your most recent stay at our hotel, and we have passed it on to our entire team.

We appreciate your time, as it is with the feedback from our customers that we can evaluate and improve the quality of our services.
We were naturally pleased and as always, willing to do even better because we see that our hard work and dedication is being recognized.

We want to specially thank you for your great feedback regarding our location, sceneries and infinity pool which are always a great attraction to all our current and future guests.

Hope to see you again at our Pestana São Tomé Ocean & SPA Hotel or any of our other Pestana Hotel.
Best regards
Lucia Dias

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 February 2018

Firstly, the positives. Mostly, the staff were friendly and tried to help. For the most part, there was always a staff member available who could speak enough English to get by, so communication was never a big problem. The wi-fi worked in our room and was reasonably fast. The location is good and grounds are pleasant. The air-con in the room was extremely effective. The room was very large and clean.

We reserved a junior suite, but were left wondering what the point was. The room was very large, but the extra space was a living room that was very dark (because it only had a small window into the corridor), with a sofa in it but no TV. We never used it. The junior suites were in a wing with only a partial sea view, obstructed by trees. We would much rather have had a standard room in the central block, which had direct sea views.

The bed was extremely hard and uncomfortable, and the sheets were basic and threadbare - just a sheet and and cheap, thin blanket on the bed. More youth hostel than 5 star hotel. The balcony furniture consisted of a table and one rusty office chair (not purpose-made outdoor furniture). Overall the appointment of the room was more 3 star than 5 star. This may not have mattered too much were it not for the fact we were paying international prices - it was around €170 a night.

The liquid soap ran out the first night but the maid who serviced the room didn't notice and it was never replenished.

There were no tea or coffee making facilities in the room - which really should be an international standard in this category of hotel. Tea in the bar/restaurant was rather expensive too.

Dinner in the restaurant was reasonable - the quality of food was quite good, and it wasn't excessively expensive. Breakfast was reasonable too.

The pool is really very nice - a large infinity pool - but maintenance was not good. The sides of the pool were quite dirty and in need of a good clean. Part of the pool had a spa tub section which was not in use because it had been installed incorrectly with the jets above the water level. Very odd. Pool towels apparently were meant to be available if you handed in a laminated token as a deposit, though no one told us this and eventually the pool attendant just gave us towels anyway.

The day before checkout we had asked to book the excursion to Ilheu das Rolas for the day after we checked out. We were told this would be fine and to arrange and pay at checkout. At checkout we were told "it's not possible" - with no more explanation. When we pressed the matter it transpired that the road to the south of the Island was closed so we would not be able to get to the boat dock. Obviously this couldn't be helped but we believe it had been blocked for some time. We should have been told about it when we first enquired. It could have been handled much better.

Checkout itself was very unsatisfactory. We had been asked to pay on check-in (which we thought odd). They had not recorded that we had paid and presented us a bill at checkout expecting us to pay again! Luckily I had the credit card receipt to hand and the bill was corrected, but there was no apology at all!

Overall this was a pleasant enough stay. However the standard of accommodation is simply not up to international 4 star standards, let alone 5 star, and is not worth the prices being charged. The standards of service also need to be improved. It is frustrating as it would not take much investment to make it substantially better.

That said, it was clean, the air-con worked, the location is good, and given the limited accommodation on the island I have no doubt this is one of the best places to stay.

Room tip: Don't bother with a junior suite; make sure you get a sea view
Date of stay: February 2018
  • Trip type: Travelled as a couple
    • Location
    • Cleanliness
    • Service
Thank dhw77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Equador, Gerente de relações com clientes at Pestana Sao Tome, responded to this reviewResponded 27 February 2018

Dear Mr.
We would like to thank you for choosing Pestana São Tome Ocean & SPA Hotel for your stay as well as your time spent publishing your opinion. Our guests’ feedback is crucial when it comes to honoring our commitment.
After reading your feedback, we would like to present our sincere apologies since we were not aware of your expectations. We would like to tell you that, at this moment we are doing some improvements in our Hotel. So the next time you come over, you will see a big difference. So, we expect to welcome you again at the Pestana São Tomé, or at another Pestana Hotel.
Best regards,
Lucia Dias

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