Vila Gale Collection Ouro Preto

Nice.

The hotel has excellent facilities, with spacious, comfortable rooms. The children's recreation area is large and safe, giving kids plenty of freedom to play, and the restaurant serves good quality meals with lots of options for different tastes. Staff were consistently polite and attentive, though some seemed to know little about how the hotel operated, which led to conflicting information at times. I was disappointed by the pools. The website says they're heated, but the water was quite cold throughout our stay, which made it harder to enjoy, especially for families with children. Access to the SPA costs an extra R$ 70,00 per person, and children can only use it after 14h. It also feels more like a sauna than a water recreation area, so it may not match what guests expect. The hotel has a lot to offer families, including good food, but I think the information about its facilities and services needs to be clearer to avoid disappointing guests.

We liked the Nep room most, the one with a slide. The rooms are well set up, but the rest of the experience was just OK, and I wouldn't return. For a cold or rainy city, it was really disappointing that the only indoor pool is inside the SPA, which costs extra and doesn't allow children under 12. Not all of the outdoor pools were heated, either. The kids' recreation was pretty weak, and the food had few choices and felt basic. The hotel was poorly organized. Dirty items like glasses and plates were left around for a long time, and cutlery and napkins weren't easy to find. The non-motorized kart could only be used at one time of day with the recreation staff, with a long wait and limited time. Pool bar orders took ages. I had to cancel a snack after waiting more than 40 minutes. The whole stay was OK, but I wouldn't go back.

The problems started before we even arrived. I tried to add a night to my booking and was quoted an absurd price. At check-in, reception gave me a room that was already occupied. Luckily, I knew the person staying there and found out before trying to enter. The room itself was comfortable and had a nice view, but the bathroom only has a half shower screen, so water gets everywhere outside it. Food options were extremely limited, with practically only hamburgers available at the bar. On the second day, we were practically kicked out of the restaurant because the shift had changed and our table was reserved for the next guests. Service was slow and things kept going wrong, even though the waiters seemed willing to help. Getting a glass or a wine glass was difficult. At the pool, the line for drinks was endless. The menu was limited and items were missing, orders were cancelled or delayed, and the beer was warm. Honestly, with this name, these facilities, and especially this room rate, I don't see how the hotel can disappoint so badly and keep its doors open. Shameful.