Confraria Colonial Hotel Boutique

The grounds are beautiful, with well-kept hiking trails and a stunning view. There are two pools, one semi-heated and one fully heated, plus a pool bar, an impressive stone-carved jacuzzi, another jacuzzi, a sauna, and a gym. The place clearly has the makings of a great stay, but the service fell far short. We weren’t given clear information before arriving, and there was no map or useful communication. I brought tennis gear, only to find the court was closed for maintenance, which nobody had told us. They also made it clear that the amenities were limited to our two-day stay and anything extra would cost more. Drinks were very expensive too. We were on full board, but R$7,50 for 300 mL of water felt absurd. Water was probably my biggest expense. The food at lunch and dinner was very good, and the chef was kind about our requests. My baby is allergic to milk protein, so my wife can’t eat dairy while breastfeeding. Still, the waiters repeatedly failed to pass our dairy-free request to the kitchen. Service in general was poor, and I blame inadequate training more than the staff themselves. At breakfast, which was disappointing and mostly industrialized food, we had to write our à la carte orders on paper and they still got them wrong. Beer orders often took two or three requests, and at a table of four it wasn’t unusual for two people to be served while the others waited ten minutes. This is a Roteiro de Charme hotel, but my experiences there haven’t matched the name. The gap between the lovely setting and the way guests are treated was frustrating. It could have been a five-star stay, but the service took away two stars. The facilities kept it from being a one-star stay. I’d call it a borderline three, or a solid two and a half. There’s potential here, but the management needs to prepare staff better and stop letting the guest experience feel so neglected. Two things I did appreciate: they accept small children and pets, and the COVID protocols were acceptable. That might make me consider returning, but I’d have to think hard before facing the same service again.