HotelChatter

This resort is a joke. We were there for the week of New Years Eve, When we got there at 7:00 AM the hotel didn't even have enough staff to take our luggage to our room. The food is deplorable, almost every thing was overcooked (except for the beef which was nearly raw). Very little truly Brazilian food. Every meal is a buffet. The best thing from the kitchen was the ice cream. It was impossible to eat in the dining room without being bothered by flies. They lost power every day but our last day. Once we were without running water for two hours. After two hours they were able to restore the cold water. It was 4 hours later that they got the hot water running but it was cold. We didn't get hot water until the following morning. Two days later the resort lost water for a second time. You only get 1 beach towel per person. When you check in they give you a card that can be redeemed for a towel. When you turn in your towel you card a card back. If you lose the towel and/or card they will charge you R$100.00 for a new one. The beach house kept running out of towels. Once we waited more then 2 1/2 hours just to get a clean beach towel. Management was terrible. They made no effort to respond to our complaints. Even refusing to talk to us. When calling the front desk from our room when we didn't have any water all we got was music. We were later told by another guest that management had told the front desk to take the phone off of the hook. It appears to us that management just doesn't care. By the time the guest is there experiencing problems, the resort has already their money. Management has no concept of failure planning and no interest in letting the guests know what is going on when there is a problem. The assistant general manager even refused to talk to us more than once until pressured. Their "Fitness Center" is a joke. It consists of 2 exercycles, 2 treadmills, a workout bag, couple of misc. other pieces of exercise equipment and a pool table older than my grand father. They advertise that they have a spa "next". Next means it's coming some day but they don't really have one. They advertise having local stores on the property. They have 6 stores of "local products", however they seem to be open at random times and seem to close for extended lunches and dinners (2 or 3 hours). This Resort misrepresents itself in every way imaginable. The staff was helpful and friendly. They would go out of their way to do their best to please their guests. It's too bad management doesn't have this attitude. Only one thing about this resort shines. Their Dive Center. The PADI Certified Dive Center is an independent company operating at the resort. Their Dive Master Eduardo Gercera is a talented experienced professional diver. He is a patient and very good instructor. The dive classes and experiences as much fun as they are educational.