Flame Hotel Canela

Top!!!

A top place!

The breakfast was a zero. We arrived this morning (24/02) to find dry bread and cakes, and the pots that were supposed to have food in them were empty. When I went to tell them about the dry bread, just look at the faces they pulled. It even scared me. There was a woman at reception who seemed to have no enthusiasm at all, and another woman setting up breakfast. The worst hotel I’ve ever stayed in. Don’t book here!

I’m still waiting for the invoice I requested. At check-in, around 7:30 p.m., I asked the man at reception for an invoice for the amount paid in 2024. He said the hotel wasn’t issuing invoices because of outstanding debts to the city government. That’s very concerning, since issuing an invoice is a legal obligation. My husband and I had booked for May 2024, but the heavy rains in Rio Grande do Sul that year, including the airport closure, made the trip impossible. I tried repeatedly over nearly a year to get a refund, but got nowhere and had to deal with one difficulty after another and no response. I eventually rescheduled the stay for 2026. I’d stayed here in 2023, when the facilities were completely different, so it was a bad surprise to see the hotel’s current state. The room had several maintenance problems, with visibly damaged walls, floors, and stairs. Items that used to be complimentary, like the kettle and coffee maker, were no longer available. The bikes that had previously been offered to guests were unavailable, supposedly for maintenance, and later I was told the owner had decided to remove them. The worst issue was the game room. It smelled extremely strong and was visibly dirty with animal feces and urine. When I asked the same man at reception, he said the hotel had a bat infestation. Those droppings could spread disease, so it’s a serious health risk. The experience was far from what the hotel shows on social media. During the week, breakfast is served at the table, not as a buffet like the stories often show. For a hotel presenting itself as a boutique hotel, the quality falls well short, and the way it’s presented can give guests expectations that don’t match reality.