Horrible hospitality or lack of - never had I felt so unwelcomed and uncomfortable. Of the 10 staff members Ive seen working the reception area, only one gentleman said hi to us when we got out from the elevator (directly across from reception). The rest would look away even when we made eye contact or said hello. And they were never that busy. That was day 1, and things just got worse from then on.
Lack of professionalism & false advertisement. We specifically chose this hotel because they advertised an indoor pool that was heated all year round to 28 degrees C because we have two kids that love to swim. When we checked in, the staff confirmed it was a heated pool. On the first night, kids went into the pool and it was freezing. My husband went down to request staff to check it out, and was treated horribly. The night manager condescendingly said it was an natural temperature pool, and rudely asked why in the world my husband thought it was heated. When my husband stated the info is from their hotel website/staff, the night manager pulled up the site and said it does not say all year round in Portuguese. Ok, but that was what was advertised to us. Is the hotel lying to non Portuguese speaking consumers then? Another staff came to check on the pool water, and when I informed him it was not 28 degrees C. He rudely said, we never said what temperature it would be heated to, and walked off. Actually your site specifically advertises 28 deg, and it wasnt a matter of 22 vs 28, this felt like 15 deg. Maybe you should remove that amenity if the hotel did not intend to heat the pool. Night 2 - still no resolution & no response from management. Night 3 & 4 - pool heated. I believe what happened was the hotel was trying to save money by not heating the pool, and they responded poorly when we called them out on it.
They sent us a box of macarons and a note saying their current rating is 9.1 and anything less than that would negatively impact them.
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