Hotel Serra do Gandarela

So great!

Wonderful!

Great!

The pools were pleasant, and the heated pool was at a great temperature. The waterfall pool, with loungers and umbrellas inside it, made for a really nice setting. But my family's stay at Hotel Serra da Gandarela was awful. I'm going into detail to warn others. Our room floor was dirty, and there were lots of cobwebs in the room and on the balcony. The crib for my child was filthy and falling apart, so we had to clean it before using it. Its mattress was very dirty and made of fabric, with no waterproof cover. We requested room cleaning and it was done, but the bathroom mat was left soaking wet and wasn't replaced, even after we asked on WhatsApp. We didn't get any face towels during the stay, despite asking for them there too. The playground looked abandoned because it was so dirty, and other parents there had the same impression. The restaurant food was tasty, but both meals and drinks were extremely expensive. Given how far away the hotel is, guests can't realistically go eat somewhere else, so those prices felt dishonest. The menu listed snacks as available until 9:30 p.m., but they wouldn't make one in the evening. I asked for a toasted sandwich at 6 p.m. and was told they don't prepare snacks then. The staff were polite and did their best, but they seemed overloaded, with the same person handling several tasks at once. The restaurant was always dirty, with food scraps on the floor. The mess I saw by my table at lunch was still there at dinner. There were two high chairs for children, but they were so filthy that we couldn't seat the kids without cleaning them first. It was hard to believe how dirty they were. Restaurant staff stop service to take their breakfast and lunch breaks. Of course they're entitled to breaks, but I've never seen every employee take them at the same time in a hotel. There's no rotation to keep serving guests. I asked for juice at 10 a.m. and was told it would be served at 10:30 because the staff were on their breakfast break. The hotel needs effective, organized management and service that matches what it charges. I paid R$ 720,00 per night, and at that price I expect excellent service. I don't recommend it and definitely won't return.