Ratings based on 414 Verified Reviews
4.3 Room cleanliness
4.3 Service & staff
4.2 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 22 Dec 2024
My recent stay at the hotel was deeply disappointing due to a lack of professionalism of the the hotel staffing. I booked through Expedia, specifically seeking a pet-friendly hotel, but there was no mention of needing a vaccination card for my dog. After driving for 7 hours and arriving at 9:30 PM, I was informed by the manager on duty that I could not stay without the vaccination card. I explained that this requirement was not disclosed during the booking process, but the manager was unhelpful, dismissive, and offered no solutions.
When I asked for a refund, I was told it was not possible because the reservation was made through Expedia and that I needed to file a complaint with them. Despite several attempts to resolve the issue, the manager showed no willingness to assist or provide alternatives. Only after I requested to escalate the matter to his supervisor was I finally allowed to write a statement attesting to my dog’s vaccination status—a solution that, as I later learned, was standard policy for such situations.
The next morning, the front desk staff confirmed that a written statement was an acceptable alternative to the vaccination card, which made it clear that the entire ordeal could have been avoided. This experience highlights a clear lack of training and professionalism in handling guest concerns. I hope the hotel takes steps to improve its staff training to prevent similar incidents in the future.
by A verified traveler
Posted 5 Dec 2024
Great property. The bed is very comfortable. My room had a balcony which was very nice. The only thing is I don’t think they get a lot of foreign tourist because they’re debit machines do not work with foreign cards and their Internet is also made up so you sign in with your Brazilian identification so it’s harder for tourist to navigate.
by A verified traveler
Posted 4 Dec 2024
The woman that checked me in was incredibly slow they couldn’t connect me to the Internet because I didn’t have Brazilian documentation. I had my passport. It was almost like they’ve never seen a foreigner before. Apart from the check in lady who was incompetent everything else has been excellent.
by A verified traveler
Posted 16 Sep 2024
I thought our stay was very average and likely wouldn't stay here again. The language barrier presented more service challenges here than I've encountered in any other non-English speaking country I've visited. I had a friend staying in a nearby hotel who also doesn't speak Portugeuse, and she had a much better experience (easier service, more attentive to guests, and more accomodating). My guess is that Mercure would be a better experience for a Portuguese speaker.
by A verified traveler
Amazing!
Posted 15 Jul 2024 on HotelsIt was a great room, definetely i would stay again! only need blankets because of cold weather! (got better with the minisplit in heat)
by A verified traveler
Posted 25 Apr 2024
Room was dirty, bathroom definitely need a good cleaning, all my remote control was low in battery, the ac didn’t work properly, staff was rude and unwelcoming, I tried ordering food at 10;45pm and the kitchen was already closed.
by A verified traveler
Posted 11 Apr 2024 on Hotels
by A verified traveler
I expected more
Posted 23 Mar 2024 on HotelsMany cable channels didnt work. Shower drain was clogged up. The sofa bed was rough to sleep in. Not comfortable at all. I was expecting more for being a high end hotel in a high end neighborhood. Check in was very slow and we had to pay some weird fee not mentioned anywhere !
by A verified traveler
Posted 11 Sep 2023
by A verified traveler
Posted 24 Jul 2023 on Hotels
O hotel em geral é bom. Cama confortável e chuveiro bom.
Chegamos mais cedo do horário programado para o check in e os staffs não permitiram a nossa entrada mesmo com quarto disponível. Tivemos que pagar parte de uma diária + 5%. Como estávamos cansados do voo, pagamos o valor que nos foi cobrado. A grande maioria dos hotéis são mais maleáveis quanto ao check in mais cedo, caso haja disponibilidade sem cobrança. O que não foi ocorreu.
