We visited this hotel in January and it was dreadful. The Hotel was under renovation and there was dust and paint fumes all over the place. You could smell the paint all the way to the eight floor, and for my wife who is an allergic person, this was NOT a good situation. The bath towels were old and torn, the sheets had seen way better days.
In August we decided to give this hotel another chance. This time it was a very positive experience – great food, super clean and attentive staff! The only negative comment would be towards the delay at the valet station - our car was taking an average of 13 minutes to be brought to driveway even in off-peak hours.
Since we had a wonderful experience in August, we thought it would be great to get the Family together for a very special weekend occasion – a wedding.
The newlyweds stayed at the Canelas Suite and we stayed at a Grand View room where we hoped to have the same experience we had in August, unfortunately it was not the case.
Saturday morning was a beautiful warm sunny day, so why not the pre-wedding festivities with a nice cocktail by the pool, right? We went to the pool at 10:00am to find empty pool stretchers. After waiting for 20 mins, I went to the reception desk to ask if someone could bring us some towels and cushions for the stretchers. The receptionist wasn’t too keen on the request and informed me the pool only opened at 11:00am, but "she would see what she could do".
Another 30 mins passed and a staff member brought cushions, but no towels. These only became available 15 mins later.
Other friends of ours who were in th wedding party and were enjoyng the SPA joined us at the pool for beverages and snacks, but there was no pool service available. At around 1:30pm the pool bar opened, but service was S-L-O-W: My wife ordered sliders and they took 45 minutes to be delivered. She was no longer at the pool and I took them to the room. They were cold, dry and the lettuce tasted of fish, which could be a problem since she is allergic to seafood.
We had invited friends who live abroad and were coming to Brazil for the wedding to stay with us at the Hyatt, but they opted to stay at another hotel since the Hyatt “had lost a lot of quality” – a sad statement for us who had chosen this location.
For breakfast on Sunday we found the hallway to the restaurant full of crumbs and dishes piling on the tables and some of the bread selections had spent too much time in the oven (see pictures).
The valet service was still having trouble bringing our car around in under 20 mins.
Alas, another disappointing stay at this location. There is a clear lack of consistency in service. Use at your own risk!