Villaflor Pousada

Breakfast used to be a highlight of our first stay, so it was disappointing to find a smaller spread this time. There were no labels saying what anything was or what it contained, which was a problem for vegetarian guests and people with food restrictions. On Sundays, four of the cooks weren’t available to make eggs and tapioca, two of the hotel’s most popular dishes. By our fourth day, the hotel had run out of hand towels. The pool was also closed for maintenance all day on our last day. The first time we stayed, we picked the hotel because it was close to the village, and we loved it. We were in the Camélia chalet then. The room was simple, spacious, and clean, and the service was nearly perfect. This time we arrived at night and had booked the Lírio double-room chalet. We didn’t like its layout: you had to go through the main bedroom to reach the bathroom, which was awkward with my father and cousin sharing with us. Raul, the night manager, managed to move us to two separate chalets. It cost a little more, but we didn’t want four people sharing one bathroom. My husband and I moved to Azaleia, while my father and cousin stayed in Gardenia. My room met expectations. My father noticed that Gardenia had no bedroom trash can, second dresser, or bedside lamp. I raised it on the third day, and the missing items were provided the next day. The first morning, Melisa, the morning manager, greeted us at reception without asking which room we were in. I thought she knew, since there were only a few guests. But while my father was getting food, a kitchen employee asked rather rudely whether he was staying there and where he was staying. I spoke up and explained. The same thing happened to my cousin. I want to think it was a mistake, but both of them have darker skin than my husband and me. Make of that what you will. After breakfast, I got a WhatsApp message asking about cleanliness, service, and the food. I answered honestly, and got the impression Melisa wasn’t pleased. Her service didn’t change, though she seemed a bit guarded. From the second day onward, someone with a list checked which room we were in, so I feel that issue was addressed. A few other things bothered me. The workers had no uniforms or name tags. The pillows were uncomfortable and cheap, and so were the bath towels. The beer cans in the fridge were pricey and had dirty rims. You can save quite a bit by buying drinks and water at the small market next door. There was no shampoo or conditioner, and the soap was a tiny, cheap bar, one by the sink and another in the shower. I’d also told them it was my birthday and that I’d chosen to celebrate there, but the only acknowledgement was an email the day before offering a 15% discount, after I’d already paid in full. A promised gift never arrived, and neither did the special breakfast. In my personal and professional opinion, as someone with a major in hospitality, a welcome gift would help make a good first impression. Even a simple alfajor from a local producer would make a big impact, but there was nothing to make the stay feel special.