Fairmont Rio de Janeiro Copacabana

The setting is a big part of the appeal: Copacabana felt lively and safe, even on walks around midnight, and everything we needed was within walking distance. The hotel also provides beach service. We had early check-in through Chase Sapphire EDIT hotels, plus a USD 100 credit for food or spa. There was no room upgrade or late checkout, but the property was fully booked, which I can believe. The rooms were spacious, comfortable, and well equipped. There are two pools. The sea-facing infinity pool has some of Rio's best views, usually has easy seating, and gets excellent service all day. It can be crowded, and people who aren't hotel guests visit too. The interior-side pool is quieter and more relaxing, though it doesn't have ocean views. Breakfast was a good standard buffet with lots of fresh fruit, served indoors or by the infinity pool. We also had excellent food and service at Marine Restô, where the staff were attentive and seemed to anticipate what we needed.

The caipirinhas were so good, and the food was delicious. From the pool, you get an incredible view of Copacabana Beach and Sugarloaf, and it never got old. I was here for work, but the Fairmont made it feel like anything but. Everyone I dealt with was friendly and helpful, and the service felt natural rather than scripted. I'd highly recommend it, and I'm already looking for a reason to return.

The sixth-floor pool area was the standout, with beautiful views and a nice atmosphere. Breakfast is served there too. Vegan choices were limited but manageable, and the Copacabana location is handy for restaurants, shopping, and the beach. Our stay felt disappointing for the price and reputation. Trivago made an error with our booking, so as a couple we wound up in a family-style room facing the street. That booking issue wasn't the hotel's fault, but the room looked worn and dated. There was water damage, rough flooring, doors that didn't close well, chipped cement on the balcony, and sometimes a strong sewage smell from the bathroom. We weren't told that the rooftop needed reservations. When we tried to go in the evening, we were turned away and sent to sit in the lobby, which felt awkward because there wasn't a proper lobby bar or service. We booked online ourselves to get in for cocktails. There was also an entertainment fee because live music was being set up, though we only stopped for drinks briefly and didn't stay for the performance. Service was fine, but it didn't leave us with much to remember as a Fairmont luxury stay.

The airport transfer arranged by the hotel was the worst part. Our bags were lost on the way, and afterwards the hotel gave no apology, follow-up, or sense of accountability. That lack of basic care was shocking. The restaurant was another regular frustration. We were told several times that it was fully booked, even though on multiple occasions it looked half empty. Room service orders were never right, and we kept being told basic items like soft drinks had run out. At the pool or beach, we were repeatedly told there were no towels, which is shocking given the price. Problems kept coming up throughout the stay, but management showed little interest in acknowledging them or trying to resolve anything. There was no urgency or care from the team. I rarely write negative reviews, but after many hotel stays around the world, this was one of my worst experiences. The place felt disorganised and indifferent, far below what I'd expect at this level. I wouldn't return or recommend it.