Checkin péssimo nota zero

All started with a 60 min delay on my check in. Room cleaning needed to be asked for because at 16:00, nobody has showed to clean the room, despite all several mistakes we faced during the stay.

The hotel has a good environment, room service, but the restaurant organization and bar service are terrible. The food is good, it misses more salads options.

I really enjoyed my stay, the hotel is great! But it all started with a terrible first impression (and that tends to stick with guests). The check-in process which is too long! Luckily there were only a few people ahead of us, yet we spent more than 30min waiting. My brother arrived the day before and waited an hour in line. This is the LAST thing new guests want to do after a long trip. I just wanted to get a room and rest, or head to the pool/beach, not waste time standing in line. There wasn't even a place to sit nearby. Not only were there too few employees working at the counter, but too much information was required for check-in. All my personal information had already been given when I booked the hotel, it was completely unnecessary and redundant to request it all again. I travel a lot (for work and pleasure) and I can't remember when was the last time I wasted so much time at a check-in line, or having to give so much info. Considering the quality of the hotel and the price being paid, this terrible check-in experience is unacceptable.

Extremely difficult to make a reservation for 7 rooms. Even reaching the hotel directly, I wish I had used an online booking service or a travel agency. The reservation staff is unprepared and not willing to help. Besides that level of service in the hotel is not even close to a five-star hotel. To complete the experience, I asked the front desk to have the bill for the 7 rooms paid by me. Checked all the details with the staff, checked all bills, gave my card info and they guarantee me that all the information would be sent to my email. Until now haven't received anything. A mess.

Nice room with a great ocean view! Beautiful hotel with excellent breakfast and wonderful swimming pool with wet bar. We only missed a coffee machine in the bedroom for an early bird like us to have some coffee.

Great food, great location, great personnel.

Three night stay, traveling with a 3 month old baby. A/C didn’t function properly the first night. Informed front desk next morning. They said they would fix it. Following night was chilly, so no A/C. Third night it was hot again, A/C again didn’t work. Informed the front desk at checkout and requested some sort of compensation for their failure to fix the problem. Was told it was our responsibility to report the problem if it had not been fixed. Forgive me for being blunt, but paying R$1500/night for a hotel room, the A/C should work. Going on a trip to relax and spend time with my family shouldn’t include supervising the maintenance work of the A/C. Otherwise, the hotel is nice a bit old but still nice, food is good, staff is friendly. Could’ve been a nice trip but ended up being unpleasant.

We got married in São Paulo and took 6 guests from the UK to the Sofitel. The beach is right in front of the hotel and the breakfast and lunch buffet were superb. There was a problem with our Jacuzzi bath but the management compensated us for the loss of this facility so no problem. Very modern and clean with a large pool. Lots of kids so very family orientated so try and get a room away from the kids club if you want peace and quiet. The a la carte French restaurant was top class. Most guests are Brazilian of course and not all the staff speak English but that didn’t really matter. Would recommend

Poor registration by email (exchange of email) Poor check in (no special welcome for gold customers/mistakes made) Line up for breakfast (yes we had to wait to access the restaurant) Poor material condition Poor check out

I was very happy about our stay. This is the fourth time we stay at the same hotel in a one year period. Our only complaint was regarding lunch. Our reservation was done at the accorhotels homepage as usual, and as we arrived we were very surprised that this time, different from the other three times we stayed at this place, Lunch was said that was not included! There was no detail about that in the accorhotels homepage, and I did not see anything different while doing the reservation, nor the price was that much different than what was charged before, when Lunch and Breakfast were both included.

The hotel has poor installations. We booked an expensive ocean view room, but the sink was clogged. The coffeebreak had no many options, and the lunch was bad. It's impossible that this hotel is a five stars. Me and my family had a very desapointed weekend and I'm considering to sue the hotel for refund, since it's not even close what it's advertised. Too bad, we where waiting so long to be there.

Very clean hotel, well receptive staff, especially the bellman and valet, breakfast and lunch very well served. The option to exchange lunch from departure day to lunch from arrival day was missing. Tip: Choose rooms on higher floors.

Always a great experience. A beautiful beach, delicius food and Confortable rooms. Its a wonderful place to stay on a couple or family trip. The Beach is amazing and the hotel too. I super recommend..

The hotel has an excellent infrastructure, with several pools, restaurants, bars and beach service. Service and care is majestic, as Sofitel standard. Having stayed in the winter, we could not enjoy many services, because they were closed by the low movement. Breakfast is good but meals are very simple served in a limited buffet