Palace Hotel Canela

We loved it. Everything was wonderful, the rooms were really clean, and the breakfast was amazing. It exceeded our expectations.

The breakfast was wonderful, and the rooms were clean and airy. A great place to stay and well worth it.

The staff seemed unprepared, talking loudly in the hotel corridors before 8:00 in the morning. There was no in-person service at night. At 23:30, we heard noise from the next room and contacted the hotel on WhatsApp to ask them to speak to those guests. The reply said that they didn’t answer that number after 23:20, and that if it was serious we should contact another number. It wasn’t an automated reply. That felt completely disrespectful and careless toward us as guests. We asked for cleaning, but it didn’t happen until a day later, and we had no toilet paper that day. The bathroom was grimy, the face towel was the same type as the floor towel and had stains, and there was hair all over the floor. The mat clearly hadn’t been cleaned in days. Disgusting. Food was left exposed at breakfast, with mosquitoes in the kitchen. The smell of cigarettes was very strong, apparently because employees smoke in the hotel. I don’t recommend it and won’t return.

The breakfast and shower were good, but the mattress was so bad that it was hard to sleep. There was a dip on one side, so we had to take turns during the night to get a little sleep each. The hotel parking lot was empty, but even though we were willing to pay, we couldn’t use it, so the car stayed on the street. To top it off, the hotel has no reception or staff at all after 22:00. A one-time experience. We certainly won’t be back. In response to the hotel owner’s comment: * How were we supposed to ask for a mattress change when nobody is at reception or in the hotel after 22:00? * We booked through Booking, and you can check that parking is listed as an option, including the R$ 25,00 price. Review what you advertise. * I didn’t complain at checkout because the young man at reception took the key and didn’t say a word. If he’d spoken to you, which wasn’t possible, I certainly would have complained. * That was a great response from you. Everyone can see that instead of thinking about how to improve, you prefer to treat people who stay at your place this way. * As I said before, you won’t have to welcome the BEAUTY writing this, because she will NEVER show up there again.