Novotel Itu Terras de São José Golf & Resorts

1. We arrived at the hotel and were told our booking was cancelled as there was a payment problem. We had received our confirmation number and offer to check in on line. At no point were we notified by email or a telephone call to say there was a problem with our payment. The check in person told us there was a problem with the credit card. I used the same credit card at check in and it was fine. Imagine if there were no rooms available at the time we arrived at the hotel and after driving three hours we were refused a room? COMMUNICATION needs to be improved. 2. After check in I went to the gym to use the equipment. The hotel has one only technology’s or lifestyle fitness equipment island - and this was broken. I usually go to the gym every day for one hour and was unable to do this. I complained each day to the staff that this equipment needed to be fixed but in the three days we were there - it was not fixed - which is terrible. 3. There are constantly sales people hassling the hotel guests to sign up with Ibiobi (time share) which is very uncomfortable. Each time we went out to the pool or playground area, we were approached by these sales people. They need to back off. We went for a relaxing weekend at a country hotel. Not to face these intrusions. 4. When checking out of the hotel we discovered that the car parking would cost us R$76. This should have been told to us when we checked in as I would have left our car outside the hotel. We did not use the valet parking and my car was not left undercover. I self parked in an open Carpark and find it crazy that we had to pay 76 Reals for this.

It was a group trip - almost 60 families from school - we had a great time. Food was good, sunny weather was great, even with cold winds... rooms were clean and comfortable. I would focus efforts on improving service for non-included goods (pool bar and drinks).

Outstanding place, service and amenities! 5 Stars

Excellent service and food

hospedagem normal