Great hotel, a bit filthy though!
Reviewed 13 July, 2021
The hotel seems great ar first! However, service is poor and the hotel in general is filthy. It needs a good cleaning service.
The room is good, good beds, good shower. But the floor is dirty, the restroom didn’t get the cleaning from the last guest as it should…. And the room is extremely warm. Air conditioning wasn’t working.
Pool area is nice, but needs more cleaning. There’s food in the floor at the pool area, too much hair in the pools….. so……
The bar service is discreet, with only one lady working to serve many guests. There is toouch waiting.
Food at the hotel also needs to be rethought. Low quality for what the hotel seeems to be.
Fantastic option, but needs to improve on essential details, especially food service
Reviewed 26 January, 2020
First of all, it's important to point out my overall view of the Gramado experience - this is a location for Brazilians to visit who either can't afford or prefer not to travel to places like Aspen, Bariloche or the Alps. I still write my review in English, because it's a habit, but this hotel and the whole region is really more for Brazilians. I did notice a family from Virginia (I overheard them say this), but I didn't ask if they were traveling through the country or are actually living in Brazil.
That said, and now about the hotel.
It's in a fantastic location and we got a room with a view that didn't tire us and was especially remarkable on a day with fog.
Hard to say anything negative about the room - we stayed in one which had a small living room area - where my daughter slept in a pull out bed, about which she had no complaints. So we had 2 TVs, for example. It's not roomy, but when one just rests and cleans up in the room, or just lays back to watch TV (including Netflix, which we used a few times in our almost 10 day stay), it's plenty of space. Bed is good, shower is good - nothing to rave about, but worked well for us.
One detail that was very convenient - there was a sort of "emergency light" low on the wall close to the bathroom, which helped me, since I woke up earlier and went to the bathroom, not having to turn on stronger lights or go bump in the night. Another welcome solution is the separation of shower/toilet area from sink for brushing of teeth, etc.
However, during stay it seems our shampoo (served in one of those permanent, fixed dispensers) was never filled up, or rather, the delivery mechanism didn't work well - I had to open up the bottle, take it out from its fixed position, to use the products (shampoo and conditioner).
In the leisure area, we enjoyed the game room - a rare mini golf setting included, with a 5-hole "course". The pool table above average and with everything in "working order", except, no chalk for pool stick.
There are 6 indoor jacuzzis, so hard not to have some space, and several pools, indoors and outdoors, with warm water, in which to relax. Don't expect to go swimming though. We also used the sauna on one day - the dry one wasn't really very warm, the wet one almost too much so, but both well-maintained, with the obligatory shower right between.
By the way, all guests in the hotel have a right to pool towels and bathing robes - actually, often many people walking around the hotel in their robes, giving it a spa feeling. However, we didn't explore the spa option. The kids' entertainment team seemed very creative and active, but nothing for our 17-year old daughter.
The lobby is very inviting and overall the front desk team is very hospitable. There could be an extra-desk with some guest services, like putting on guest bracelets. Ends up that all services - from check-in to getting a new key - get all mixed up and sometimes avoidable queues occur. However, the front office is better organized than F&B - which is definitely below par for this level of hotel.
Overall the breakfast is good, with an egg & tapioca & melted cheese sandwich station and my favorite topping of any kind, cream (nata), which I put on the fruit salad and the cakes. However, at that cook-to-order station sometimes there was only one cook present - even with the hotel very busy.
Plus, something that really gets me: the coffee was awful. There were 2 machines - I discovered one, an older one (Pilão), had the better option, though that isn't saying much. Not in a country which is proud of its coffee production. And though I know few hotels in Brazil have this, but I miss it when there are no crepes, pancakes or waffles.
There are also few sockets in the restaurant - but fortunately "my seat" was always available when I arrived, as I got there early with my laptop and waited sometimes almost 2 hours until my wife arrived.
The snack bar in the lobby area has a friendly team, but they don't seem to have too much autonomy - hotel project deficient in that they have to walk through part of lobby area to bring drinks & food - there could have been an elevator or other solution to avoid this, which seems to be a makeshift solution in an otherwise well-designed new-build hotel. At least near the snack bar there is a raised table with bar stools with lots of options to connect a phone or laptop to charge, but in the sofa area no sockets - no way to get comfortable on the sofas for long periods.
The minibar service also isn't intelligent from my guest point of view - there's no automatic reposition. Since we stayed rather a long time, it would have been nice to have water replaced. One evening, we waited 30 minutes for a bottle of water to be brought by room service (I could have gone down to bar, but I was enjoying a game on TV).
The details that pulled the hotel's grade down aren't so hard to fix.
Reviewed 6 November, 2019
We had a big group meeting and this was a wonderful place. Beautiful places to meet friends, like bar and swimming pool. Breakfast is very good and rooms are very comfortable. The biggest problem is the distance from downtown city but, with Uber, this is not a real problem. Staff was very friendly.