Itatiaia Resort & Eventos

The food is simple but plentiful. Desserts were disappointing, with little variety, not much creativity, and less flavor than I expected from a resort. There also weren't appealing activities for adults, which left our family with limited things to do. The hotel is large, with spacious facilities and potential for a much better stay, but staffing and service need serious improvement. It was clear there weren't enough employees; many seemed overloaded, and some showed little attention to guests. The most serious issue was the children's recreation. During an activity, a staff member dressed as the character “Amanda” hit my 12-year-old daughter on the head with a wooden scythe. None of the recreation staff gave her proper help afterward. She wasn't accompanied by an adult, I wasn't informed promptly, and no care protocol was followed. I only learned what had happened hours later, when she called me in tears from the recreation area, visibly shaken and holding a bag of ice to her head. She was a child in the hotel's care, so I found this extremely serious. The staff member playing “Amanda” never came to speak with me, even after I messaged her on WhatsApp. Before we left, she also told my daughter off for “making a scene,” which I found completely disrespectful given what had happened. I do want to praise Tio Salsicha, who was polite, apologized, and showed empathy when he heard about it. The hotel manager apologized as well, which I appreciated. The pool area is another major concern. Its polished granite finish is very slippery and poses a real risk to children and adults. I saw an adult fall, which confirmed the danger. I also don't think the horror-themed activity for children aged 8 to 14 is appropriate, especially when it involves props like the same wooden scythe used in this activity. The hotel needs to improve staffing and training, safety and communication procedures, the safety of shared areas, and the suitability of children's activities. I'm writing honestly as a mother and guest, hoping real changes are made.

The rooms are still quite new, with good beds and air conditioning, and the staff were all polite and helpful. The food was very good, and the nature around the resort didn't bother me at all. There were complaints about bugs, but that's part of being in nature. The resort itself is beautiful and has a lot of potential, though it needs better upkeep. For a place only five years old, I expected fewer maintenance problems: some pool tiles were loose, a few drains were broken, and there were dirty spots and clutter on the ground in places. Better management and cleaning could help, and it seemed like they may be short-staffed. The gym was fine, but it needs a water fountain. Since it was the end of the year, I expected more entertainment, like music. There was only music on New Year's Eve, and I missed having it on the other days. Other resorts I've visited had some live music for adults, and I also missed having draft beer. Even with those issues, I liked the resort and would definitely return, but management should address them.

The kids, who are 6 and 10, loved the recreation program and played until evening, which gave my husband and me time to enjoy the spa and gym and spend a little time together. The Italian dinner on Friday was delicious, and the food in general was wonderful. We had a lovely family weekend, and my children didn't want to leave. I'm already planning to come back for the Festa Junina. The resort is huge and modern, yet surrounded by nature beside the Atlantic Forest, with an incredible view of the Serra da Mantiqueira. It really impressed me. The location worked well too: it was about 15 minutes from Penedo, so we could still go into town at night.

The pool edge needs attention. It's made of smooth, sloping granite, and I've heard about several accidents. I saw one myself, when a guest broke his arm. We'd also arranged for a small birthday cake and for the entertainers to sing for my nine-year-old son at dinner. They forgot about him, so I had to complain to management. They finally sang when the restaurant was nearly empty. He'd watched several other people get birthday wishes and cried because nobody sang for him. They brought the cake and sang after I complained, but it took the shine off a moment he'd been looking forward to for days. Otherwise, it was good.