The location is fantastic, the place is clean and has a lot of potential but unfortunately it is let down by very dodgy practices and unprofessional staff, with the big exception of Daniela in the breakfast room, who is an absolute gem. Check in was okay, if a bit slow, but that applies to almost everything in Rio. We liked the room, small but very clean and in excellent condition and a tiny balcony with a great view. The problems started at the first check-out (we stayed twice in the Pestana Atlantica during our trip in Rio), when I was handed my pre-paid bill containing some mystical additional charges. Upon request I was informed that I allegedly consumed some beers at the Sky Bar, a place I hadn't even visited at that point. I had to sign a form stating that I hadn't consumed the items on the bill, but there was no apology for their mistake. It should have been easy to compare my signature with that on the bill signed for the items to prove that they were wrong, but that would have been too much for the blase' looking staff member. Six days later we returned, hoping that this time we could simply enjoy our stay without any mishaps, but the problems started with a visit to the Sky Bar where we ordered two cocktails that, according to the cocktail list contained 400ml. When they arrived, it became clear that it was a mere 250ml (probably hoping to catch out customers who are not familiar with metric measures) and we complained, only to be told that this was their standard measure. Finally, our bill was reduced by 1/3, accounting for the mismatch between advertised and actual measures. I find this false advertising disgraceful and I hope that other guests will challenge this fraudulent behaviour in the future. This is simply unacceptable anywhere but particular in a so called five star hotel. To top it off, they tried to charge us for a chocolate bar from the mini bar, that we hadn't consumed (who would, at 32C???); again, without an apology. Based on our experience, I think this place is not ready for the two big upcoming events (FA World Cup and the Olympics). Their customer care is terrible and their practices need scrutiny and review, before they reach acceptable standards.
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- Also Known As:
- Pestana Rio Atlantica Hotel Rio De Janeiro, Brazil
- Pestana Rio Atlantica De Janeiro