"Good location and a staff that was, for the most part, friendly, professional, and attentive. Special thanks to Maria da Saúde and Rosângela from Housekeeping for taking such great care of our room, and to Renata at the Front Desk for her kindness, professionalism, and outstanding customer service.
Unfortunately, our experience with Veronica, who appeared to be the Front Desk supervisor, was the complete opposite. From the moment we arrived, she barely acknowledged us, avoided even basic eye contact, and came across as dismissive and arrogant. Her attitude was not what we expected from a luxury hotel.
We paid almost US$500 for an extra night simply to keep a room until the evening before our flight. Even then, after a nine-night stay, we were told we had to change rooms because ours was needed for another guest. It wasn’t the room change itself that was disappointing, but the complete lack of flexibility and consideration from management.
Room 1234, especially the bathroom, is also in need of renovation and does not reflect the standards of a luxury hotel. While the staff made every effort to provide excellent service, the management’s handling of our stay fell well below the level of hospitality expected from the Fairmont brand."
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