Beware! Terrible facilities, poorly maintained and lousy customer service
Opinión escrita el 9 de Marzo de 2018
I booked 1 week at this place with my family. However, after a terrible experience for 3 nights, decided to check out and moved to another hotel in Bonito (for the same price and much much better in every way). They never reimbursed me for the nights I did not use, even though all the issues are faced were the hotel's responsibility. I switched rooms twice and I kept having issues with poorly maintained facilities. 1st room: no hot water in the room. 2nd room: A/C not working. 3rd room: noisy A/C and shower leaked water into the bedroom. Enough is enough! Beware before you book! There are much nicer hotels in Bonito for the same rate.
Opinión escrita el 1 de Junio de 2012
It is a shame that this place is so poorly managed, because the property is beautiful. The lawn is well maintained, the pool area is really nice, the hotel is relatively new and made with good building materials, it is quiet, and you can see colorful parrots and macaws flying around.
Now to the bad part: we booked two triple rooms and one double for our party of 8 after reading decent reviews about the hotel on the booking site, and we regret our choice.
When I called them from the US before leaving, I was told that the hotel is within walking
distance from downtown, and that is not true (good thing we were in two cars!). The hotel is two blocks from a paved, unsafe road that takes you to downtown. There are no sidewalks and the
cars speed on the road. It would be impossible for my in-laws to walk to town and we would not venture to walk 20 minutes to get to downtown on that dangerous road.
When we checked in at the hotel, we asked about safes and were told that there are none in the
rooms, but we could leave our valuables in the reception's safe. Later on, one of us wanted to leave his laptop in the safe and we were told by the owner that it was not possible because he is the only person who can open the safe and he is in and out of the office a lot, therefore, he might not be available to retrieve it when we needed it. He told us to leave the laptop in the office, so
we had no choice but to trust strangers. We had to take our documents, money, and credit cards with us in all tours we took in Bonito, for we had no safe place to store them.
Food and drinks: we were at the pool and wanted to have snacks and drinks, but there was
nothing available. So, I went to the reception and asked when the bar would open, and the owner told me that the bar was closed because it was low season and it was not worth it to hire extra help. I very nicely told him that I understood him, but we were not staying there for free and were entitled to the same services as the guests that go there in high season. We did not ask for a discounted rate and, if his hotel is open during low season, he still has to provide decent services to his guests. We have traveled to many places around the world during low season and have gotten the same services provided in high season.
Insects: it is true that when we go to Bonito we want to see wildlife, but not dangerous insects! Read next.
Room 1: my daughter opened the door to get out and there was a large, black, hairy spider on
the porch and she could not leave her room! On another day, there was a large cockroach outside!
Room 2: as soon as we checked in, my father-in-law went to the bathroom and found a frog
inside the toilet!
Room 2: my mother-in-law found two towels that were totally ripped and stained, looking like floor rags. She opened the armoir and a horrible rotten smell came out of it because there was a molded comforter inside. She could not use the armoir because of the persistent smell. All rooms are supposed to have a hammock, and hers did not, and she never got one either.
Room 3: we were 3 people in the room and there were only 2 towels. I asked for one more and on the next day had to ask again. The towels were stained and had holes in them.
Bathrooms: none of them had shower curtains, therefore, we had to dry the floors with the used towels! No toiletries! Take everything you need with you! The showers are awful! You come back from a day of intense activities and want to take a warm shower to relax...forget it! It is just a stream of cold water...
Luggage racks: there was no place for the suitcases, so we had to put them on the floor! I asked for chairs and the girl at the reception told me that they do not "use" to put chairs in the rooms! I told her that my in-laws could not bend down to their suitcases and she gave them one small, very old chair.
Internet: no service in the rooms. You have to go to the porch to get a weak connection.
Reception: there are no instructions on how to call the reception, nor they will tell you how to do it if you do not ask. Dial 9 to call from the room, or you will have to walk all the way to the office as we did on the first day.
Towels: if you need towels to take to your water tours, you can rent them for R$2.00.
Breakfast: I found out that the hotel has a reputation for serving a bad breakfast, and it is true! There is plenty to eat, but it is all pastries, cakes, pies, lots of carbs and sugars, and it is the same everyday! There are cold rolls and there were five slices of whole wheat bread! There was a small bowl of low quality granola and only a couple of fruits. We complained and they added
bananas and apples. There were two types of juices everyday: watermelon and papaya, and one type of yogurt. So, if you do not like those, there is nothing to drink. The coffee was lukewarm everyday! A lot of people complained and were told that they make the coffee at 5:30 am (breakfast starts at 7!) and to complain to the owner. My mother-in-law asked why they do not put the coffee in thermal bottles and they said they do not have them! There were some things
that are supposed to be had warm like "esfihas" and "enrroladinhos", and they were always served cold! The ham (actually spam) and cheese are kept in a fridge on the side, so it is easy to miss them. There is a sign that informs you that you will be fined if you waste food! So make sure you eat everything that is on your plate! How they enforce that, we do not know!
Owner: cheap, bad manager, and not friendly at all! He behaves as if he were doing us a favor by letting us stay there! We will never go back there, nor will we recommend it to anybody. And
the place was not cheap compared to other places!
Opinión escrita el 26 de Septiembre de 2020
A pousada em si é lindinha. Fica ao lado do centro, mas com um ar de "meio do mato" que amo!! Vc acorda com os pássaros. O quarto ŕ grande, com frigobar, armário, ar, e varanda com rede. Os quartos são parede com parede. O banheiro é grande, mas não gostamos do chuveiro, pois saia pouca água e em um dia que fez frio, ele não esquentava quase nada. O café da manhã é delicioso.
A pousada tbm funciona comercializa os passeios. Já havíamos fechado todos os passeios antes da viagem e por motivo de chuva foi preciso remarcar alguns deles. a pousada nos ajudou mto a remarcar.
Os únicos pontos de sugestão que deixo são:
* mais informações em relação ao passeios antes de fechar, pois quando fechei eles passaram os horários disponíveis, mas não deram dicas de distância e o horário do café da manhã da pousada entrou em conflito com o horário de alguns passeios.
* a Lagoa Misteriosa era um passeio que eu queria mto fazer, mas a pousada me informiu que ela estaria fechada na data da minha estadia (realmente fecha em setembro ppr conta das algas), mas quando cheguei em Bonito, descobri por outros turistas, que estava aberta, mas eu já não conseguria fazer o passeio, pois eu já havia fechado outros no lugar.