Pousada Charm Canela

We reported the problems from the 1st, but were still asked to wait until 4 p.m. on the 3rd. That wasn’t workable for a family that had traveled expecting to rest. As for the so-called “upgrade,” we paid in full for the room. We never asked to upgrade; management chose the room. The discount was given because we were returning guests, and that doesn’t erase or justify what happened. The bathroom smelled strongly, the toilet was loose, the floor was broken, and there was visible mold on the wall. These were clear problems during our stay that affected comfort and safety. It’s odd to see our account dismissed by referring to supposed inspections, as if a guest’s experience doesn’t count. We’re describing what we actually experienced. No one told us the air conditioner was only blowing air, either before we arrived or at check-in. We discovered it while using the room. When we called the staff, Kauan came to inspect it and confirmed it wasn’t working properly: it didn’t cool and leaked a lot of water. He said a technician would need to look at it. The fault was acknowledged but never fixed during our stay. The refund was the right thing to do, but it doesn’t change the problems or make the experience positive. We’re sharing this honestly because the stay fell far below what we expected, especially since we already knew the inn from earlier visits. We hope these issues lead to real improvements instead of being denied publicly.

The mattress wasn’t firm and I could feel the springs a little; the pillow was very high and firm, and we couldn’t get used to it. Other people may not mind those things, and they didn’t spoil our stay. It was still the best stay we’ve had in Canela/Gramado. The inn is charming and cozy, the bathroom was very good, the AC worked perfectly, the minibar was stocked, and breakfast was tasty. From my first WhatsApp contact with the inn, I had a good impression. Edimeri patiently answered all our questions. We asked for an extra night, Saturday to Sunday, and she charged the same rate as our Booking reservation as a courtesy for our honeymoon. Our room smelled lovely, and there was a welcome bouquet, a congratulations message for our wedding, and chocolate. We felt very special and cared for. There isn’t a 24-hour reception, but both she and Kauan responded quickly and treated us very well. We’ll definitely come back. The inn deserves recognition, and I wish it success. Thank you, Edimeri and Kauan, for all the care.

I had an unexpected problem and told them a week ahead, but they wouldn’t refund me. They’d also asked for a deposit over WhatsApp even though I’d booked through Booking. The attendant was extremely rude and impolite. People who treat guests this way before they even arrive seem completely unprepared for customer service. What would it be like once you’re there? It’s a shame a place like this is in such a beautiful city as Canela.

The air conditioning worked poorly, and there was water leaking into the bathroom along with a strong bad smell that made the room uncomfortable. We reported the faults early in the stay, but they were slow to respond. Because of the neglect and the lack of an apology, we decided to leave the inn early.