WARNING: THIS REVIEW IS GOING TO BE COMPLETELY HONEST AND KINDA LONG. I haven’t written many reviews on hotels (and trust me I have stayed in plenty), mainly because as the saying goes if you don’t have something nice to say then don’t say anything at all. Plus the fact that most of the time I feel you have to take all trip advisor, yelp-esque review sites with a grain of salt because most of the time people only have negative things to say. Well, I am not one to complain but I feel like something has to be said especially because this is a new hotel and they are still working out the kinks. If anything, I want other guests to know my experiences and hopefully the hotel will be able to improve based on guests like me, who have stayed here in the opening months.
So let’s begin with the Good:
1.) James at the front desk was awesome, he tried his best to help us even though they we completely booked (no rooms available), and I’m sure that has not happened yet, or at least often enough since they just opened in February 2013. When our shower head broke, we stopped by the desk on our way out to the beach and by the time we got back he had someone fix it and it was not a problem. Plus he came to the rescue, when we were checking in (see the ugly below).
2.) The beds are SUPER comfy, granted was I intoxicated and/or exhausted by the time I hit the pillow? Yes!!!
3.) The room was huge, considering other boutique hotels in the area. We stayed in a deluxe, and had a corner room at the end of the hall, and could barely hear anything or anyone in the hallways, let alone outside.
4.) Great Location
5.) Pool is nice, and hotel food is good! I had a burger and fries and the food was way better than the food we got over at the Surfcomber, where our friends were staying.
1.) We wore flip flops around the room after the first night because the floor was FILTHY, sure white tile floors do get dirty, scuffed, but this is a brand new hotel right? It made me wonder if they even cleaned the floor which I’m guessing they did not the entire three days we stayed there.
2.) As soon, as I got in the shower I noticed a couple of strands of hair that were not mine, I’m pretty sure they were from previous guest EWWWWW! So again we basically wore flip flops everywhere in the room.
3.) I usually bring my own shampoos, etc., but noticed they did not throw away the half used body wash that was nicely placed back on the sink in the bathroom. Again, EWWWW!
4.) On one of the days when we got back from the beach they cleaned the room but did not replenish the towels. So we couldn’t take a shower, this wasn’t too bad as we only waited about 20 minutes for them to bring new ones, but in the scheme of things how do you forget the towels?
5.) The next day we had towels, but no wash cloths, and the cleaning crew never emptied our trash, which again didn’t help my theory of a not so bueno/nonexistent cleaning service.
1.) As other reviewers have written the service is either slow or nonexistent at the front desk. When we arrived Tatiana would barely look up at us. My friend had already arrived earlier and was told our room was not ready, fine because she was early but when I arrived after 5pm and Tatiana said our room was still not ready (check in is at 4:00pm). I logically asked when it would be ready? Instead of answering my question she proceeded to talk to someone who just bombarded the front desk with questions. Instead of saying, please wait I am checking them in at the moment, she proceeded to speak to the other guest. I guess I have to learn Portuguese because apparently with her that’s the only way you will get things done.
2.) Then I asked her about the hotels Price Match guarantee as we had submitted a form when we booked at the hotel as I had found a cheaper rate on another travel site. I should have known as we did not receive any type of confirmation, or e-mail from the hotel after submitting the form. She proceeded to tell me that they had no such service even though it is written plain as day on their website. At that point James jumped in and basically saved us from having to speak to a manager. Especially because we were obviously new guest and not acknowledging and rudely ignoring us to speak to other hotel guests is a no no in hotel service etiquette 101.
3.) Technically Tatiana and James checked us in, but I know my friend handed her card to Tatiana to put a $50 charge for incidentals, well when we checked out we were told she would get the $50 back, but when she checked to see if the charge had been removed she saw a $500.00 PENDING CHARGE!!! Of course when she called the hotel back (literally from the taxi to the airport), no one was answering. It took another 30 minutes to get a hold of someone and be guaranteed that the charges would be removed.
There you have it, there is more, but this basically highlights our stay at The Pestana. Will I stay there again? No. Did I still have a great time with friends in South Beach? Yes! That’s what really matters, and in 20 years I probably won’t even remember the hotels name.
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