Santa Teresa Hotel RJ-MGallery 5 stars

I have stayed at this hotel around 4 times before this stay, over the years, but this is the first time since it became MGallery. I am very sad to say the service has declined terribly. At the front desk they took our request for dinner reservations that were never made- we found out when we got to the restaurant, and the hostesses' response was to say the front desk was very "out of it" and this sort of thing was normal. The service in the restaurant was bad to the point of being comical. Orders poorly taken, waiters having to come back multiple times to confirm, abrupt greetings, no ability to explain dishes. It was evident, even at Breakfast, that the staff is simply not trained at all. I felt terrible for the non-Portuguese speaking guests as it is evident that nobody speaks more than 3 words of English. At one point during breakfast the waiter had to call the hostess over to translate but she barely knew more than him... A couple during dinner asked for the selection of white wines by the glass but the confused waiter offered a glass of Malbec. Even at the pool bar, which used to be a place of very refined service, the bar itself looked messy and the servers were unpolished and poorly trained. The rooms are lovely as ever and the food generally was quite good. Sadly the team seems totally lost and the experience has lost a good deal of its magic and charm.

We loved the hotel and the Santa Teresa area. All the staff we met were delightful and very helpful. The food in the restaurant and bar (the risotto we had 3 times for lunch!) was excellent. Our room was good although the doors to the balcony are broken and need fixing. Loved the styling of the hotel. We would stay again if we are in Rio.

Although the facilities are great and the hotel is beautiful - my treatment by staff members was severely substandard and prejudiced Upon arrival, I was brusquely shown my room and none of the hotel's facilities were explained or shown to me. Every time I went to the bar, restaurant or pool I was questioned by staff who seemed to suspicious and not able to believe that I was actually a guest of the hotel. When I asked to see the suite at the end of my stay - I was made to sit in reception and wait for 40 minutes and no one showed me the room. When I complained, there was no attempt to solve the problem - just a weak apology. The reception staff on my last day in particular were so nice to everyone else and so rude and uncaring towards me I felt that it ruined my entire experience in Rio

Having Kleenex in room would have been nice

The hotel grounds were beautiful and well kept. The staff were friendly and accommodating. The room was beautiful and exceeded expectations.

Overall I every much enjoyed the decor and environment of the hotel. Initially, I was placed in the wrong room, but the staff was willing to move me to the correct room upon my request which was appreciated. I believe the service at the pool bar could have been more expedient and I would recommend removing or relocating the large computer on the service bar as it's very distracting from the pleasant environment created at the pool. Food was great. Overall I would definitely recommend.

We loved the hotel, its rooms, public areas, swimming pool and dining room. The staff were very friendly and helpful. The food was beautiful and delicious. Would recommend!

Excellent hotel,very helpful staff, helped with booking trip to Christ the redeemer and getting taxis for us. Room very good, quiet and very light. Very comfortable bed.food excellent both dinner and breakfasts in the restaurant.

Good but the service was not out of the ordinary for a boutique hotel

Very pleased, thank you Bruno and all the staff during the day.

It feels like home. Overall the hotel experience was great. Cosy envieroment and polite hosters. And a nice room. The only expirience below our expectation was on Tereze Restaurant. Both breakfast we had there were very good but our dinner was a very bad experience. Including one of our dishes coming straigth from freezer. Despite that I would definitely stay again and would recomend the hotel for other people.

Wonderful moments !

Hotel Santa Teresa is a heaven for people from São Paulo - a wonderful, relaxing place close to home with love to the details. The staff is excellent and very helpful. I have only 4 suggestions: - Pool music could play at specific times instead of all day long. It's a bit tiring for those who just want to rest or read a book without much noise; - I understand there is a contract with Heineken (I've worked with beverage market too), but a place like that could have more interesting craft beer options; - the Restaurant could offer more daily options - It's a bit repetitive for those who just want to stay at the hotel without having to go to other restaurants. - Upon my arrival, I had a slightly serious problem. The card I had used for the reservation (about 1 year ago) was from a bank account that I no longer have, so I don't have the card anymore either. The person who received me said she had nothing she could do. I believe someone in her position should offer options to make the arrival of the guest as relaxing as possible and not stressful. I had to call my old bank and get a suggestion from the manager that might have been given by the person who received me: "Wouldn't they accept the credit card bill?"

It was my 22nd wedding anniversary and working with services I really care about details and our stay was full of surprises and professional services.

Hotel, itself, was lovely. Front desk staff helped us with tours, taxis and dinner reservations. The restaurant, Tereze, was phenomenal. Pool and separate bar were also very nice. Would love to have had warm/hot water in the outdoor hot tub instead of cool. Overall, excellent experience and would highly recommend to others.