Aleisha ..
Google
I was extremely excited to check in and celebrate my birthday at the property. I booked multiple rooms as my friends joined me from various places to celebrate. The entry to the lobby was beautiful, and the initial help from the bellhop upon arrival and the front desk concierge was much appreciated. I did not expect to check in early as I arrived on an 8 am flight. I was well awar hotel check-in was at 2 pm, I just wanted to ensure all paperwork was completed. The hotel contacted me and requested to charge my rooms in full, in advance in light of it still being Carnival season. This was not a problem. Upon completing all paperwork, 2 of my rooms were ready. I was told I would be contacted when the remaining rooms were ready. We went to the rooftop, enjoyed a meal and drinks. At almost 2 pm, I went back to the front desk to ask the status of the rooms (since I had not been contacted as they noted they would). The concierge said, “Oh, yes, here are the keys.” This let me know they’d been ready, but no one had contacted me, though.
I checked and went to my room, which originally looked great, but then I immediately noticed the lack of towels, water, and dirt. The remotes to the TV and AC unit had dust and dirt on them. The floors just looked dirty, and finally, there was hair in the bathroom sink from the prior guests. I called the front desk about this, and initially, they gaslighted me, telling me there were towels and water in the room. The housekeeper, Maria, was still in the hallway. I asked her for small towels….and long story short, this is not a thing in Brazil. No problem, but what I didn’t appreciate was Maria being snarky in Portuguese. Well, my room was moved, 2 floors up. No problem except it too was DIRTY! There was also a broken tile on the floor that I almost injured myself on, dirty remotes, and a broken electrical socket. I emailed management, and my room was moved AGAIN. While the third room was slightly better, let me just say, their standard of cleanliness….is NOT clean. I’ll bullet point the remaining pros/cons because this review could go on for days. I did see Maria a few days later, and she was pleasant towards me.
Pros
-Roof top bar-staff was so kind and AMAZING 99% of the time
-Location, I appreciated the location in proximity to the things I had planned
-They did provide a treat for my birthday. That was kind
-Breakfast options are great
-Shower water is hot 95% of the time
Cons
-Concierge staff are not hospitable. At one point 2 of my guests had an issue and were both calling the front desk, no answer. They went downstairs, called the front desk, only to see the staff ignoring the phone ringing
-This can’t be a 5-star hotel, and doesn’t meet the Tapestry expectation
-The rooms are consistently not clean
-Housekeeping staff went into all our rooms regardless of our door hangers, asking them not to
-Don’t expect water in your room
-Bathrooms give off a sewer odor (I only noticed this on day 2 and beyond. My other guests noted it on day 1)/
-I won’t even get into the issue of one of my rooms, where I had no access to it for 2 days ( going on 3).
Anyways, as well-traveled as I am, this is the BEST definition of a catfish hotel. The photos online are amazing, but not truly representative of the property.