Hotel Cozumel Sierra

The place didn't match what was shown on Booking at all. The photos were completely different from what we found. I'd exchanged messages with the pousada on WhatsApp several times, but when we arrived our accommodation was occupied. They offered us several alternatives, but none matched the booking details. There were three adults, a couple and our grown grandson, and I'd booked a room with three beds. Instead, our grandson had to sleep on a terrible sofa bed. That's an insult, not service. Since I was so disappointed and felt the information was dishonest, I found another pousada, but they wouldn't negotiate a cancellation. It felt like money mattered more to them than customer satisfaction. As we couldn't get a refund, we had to stay there, even though the place didn't meet our expectations or requests. The breakfast they call fantastic was just the same basic food every day, with stale bread, and was very poor. The facilities are outdated and the rooms smelled moldy. After all this, they changed the information on Booking, but don't be fooled, the pousada is nowhere near what the website presents. Customers seem to mean only money to them. The treatment was completely impersonal, and we didn't even get an apology. They treated us like troublemakers. I don't recommend it.

We were welcomed with teas and little treats as soon as we arrived, and they were delicious. The staff were attentive, polite, and genuinely cared about guests' comfort. It's the best welcome we've ever had. Our room was perfect, just like the photos and even better. The scent throughout the place is one of a kind, as other reviews have mentioned. The bed was large and very comfortable, the tub was relaxing and easily fit two people, and the shower was perfect. The pousada is in a very quiet neighborhood. At night we heard no noise, and during the day there was birdsong, a lovely view, and a relaxing outdoor area. They also provide bicycles for outings. Everything was very clean and organized, and breakfast was delicious, with clear care put into every item. We absolutely loved the place and will definitely return. I recommend it without a second thought!

The massage service and the bicycles available to guests were nice extras. The whole stay was one of the best we've had. Every little detail seemed designed to make guests feel welcome and special. The team was wonderful, from the kitchen and cleaning staff to the reception girls and the owner. Breakfast was incredible, with a huge selection and everything tasted great. We can still smell the pousada's unique scent on our clothes, haha. We left enchanted by the place and the service, and will definitely be back.

We stayed in the ponderosa suite, and honestly didn't want to leave the room. It looked beautiful in the photos, but the real thing was even better. The hotel was very clean and felt safe for anyone traveling during the pandemic. They had thoughtful extras too, including complimentary tea in the room, a free espresso, the option of breakfast in bed, bathrobes, bicycles for rides, and 30 minutes of complimentary massage. The breakfast was incredible, so good that my wife and I went back for at least four servings. From the moment we arrived, the place felt peaceful and welcoming, and the receptionist was very polite and attentive. Such an amazing stay, definitely our best choice for a trip to the Serra Gaúcha. Hugs to everyone at Pousada Pinheiros do Caracol!