We stayed for three nights at the Pousada as part of a package. Hotels of this quality (and price) are not our personal favourites, but we were delighted with the room and its view over Horta harbour and Pico. The restaurant was excellent for its breakfast buffet, and we had one meal there which we thoroughly enjoyed (though there is better value to be had elsewhere). The staff were efficient and discreet, thoroughly professional; when my wife had a problem the duty manager was excellent in his response and very understanding.
I noticed one review saying they felt the Pousada was "soulless": in comparison to other places we have stayed this hotel was delightful. There may be other rooms that did not come up to the standard of ours, but I can only speak from our own experience.