AJ J.
Google
Safty hazards in our room and lack of customer care.
Pros:
Great pools, especially for families with young kids. Kids club from 4 with nice activities (in Portuguese)
Great breakfast, lots of variety, and good quality. The lunch buffet was good too.
Spacious rooms, modern bathroom, fairly comfortable beds, but pillows too soft for us.
Clean bathroom and beds.
Cons:
The staff really let us down. We had several issues, and they were not handled well.
First, the curtains were not closing, and a lamp had exposed wires because the plug was broken - the first being annoying for young kids (who wake up early and are unable to nap) and the second being a clear danger. They quickly sent someone to fix it, but that person made a huge mess and left behind lots of tiny rocks, and did not ask for cleaning up after themselves. So we did, but the first cleaner only mopped, without sweeping or vacuuming, so it moved things around but did not improve. So we called someone else a bit later. The amount of dust and rocks they collected was scary. It was not clean. No apologies from management on that.
At the end of our stay, we noticed that the hairdryer, which we had not used, also had exposed wires. This was worse than the lamp, as it was in the bathroom, at a height accessible by a young child, and with tape around some wires, probably covering a connection. This can kill a child, and our room is designed for families. We requested an urgent fix, which they promptly provided. They also promised to compensate us for our troubles, which they never did.
Beyond those issues minor downsides include the late pool opening and the lack of 24/7 drinking water availability (fountain only accessible at gym hours)
Finally, despite fixing the curtains, they did not reach the floor, so a lot of light would still pass through. The only offered solution was to hide it with sheets or pillows.
