Pousada Espelho D'Agua

I spent 4 days in Captolio and booked this inn for my family. It’s a beautiful, charming place, but the inn doesn’t live up to even half of what the photos show. The rooms weren’t clean, and parts of the property looked abandoned. The kitchen was one example: nothing worked, not even a basic microwave. When I tried to heat something for my children, I found it was out of order. The cupboards were moldy and looked old and neglected. The bathrooms behind the kitchen were filthy. There were only two employees expected to do everything. They cleaned, cooked breakfast, received guests, and even handled maintenance like gardening and cleaning the pool. They were very helpful, but clearly had too much work for a place that size. There’s no reception desk, no housekeepers or cleaners, and the rooms weren’t cleaned daily. Breakfast was good but had few options. They didn’t even serve eggs, which is very common. The internet signal was poor. The inn is VERY FAR from the center, 30 minutes from Captolio, with nothing nearby to eat at night. If you go out for dinner, you’re stuck, since the inn doesn’t even offer a kitchen. And the barbecue they advertise was really just an old pan that looked like it had never been washed. I wouldn’t stay here.

We don’t recommend this inn. We stayed 3 days, and our room had no key, so the door was just left resting closed while we were out on tours. Nobody tidied the room or changed our towels during the stay. We complained to the manager through WhatsApp, but nothing was resolved. When other guests arrived, they said our reservation wasn’t on the list. We had all our contact with the inn and a copy of the Pix payment, so the staff arranged another place for the other couple. There seemed to be a lot of arguments with the employees, but they weren’t to blame. Only two staff members were trying to do everything they could to ease the problems.

We spent New Year’s Eve there, and the dinner that had been agreed on never happened. Breakfast was never served on time either. They kept delaying it and saying they were still finishing baking. Clean towels weren’t available when we asked to replace the used ones, and the rooms were cleaned only if guests requested it. There was no check-in process. You just arrived, and they didn’t ask for any documents. The organization was terrible, and there’s really no hotel service at this inn. The staff kept blaming the owner, who wasn’t there. I don’t recommend it.

The place is beautiful, and the employees are great, helpful, and always ready to assist. But they don’t have the supplies or equipment they need, and they’re overloaded with work. The owners should pay more attention to guests. The microwave and the TV in the TV room weren’t working, which is frustrating when people come to rest and end up with more headaches. Show more respect for guests and provide more comfort.