I have stayed at this property for 3 nights. I was meant to stay for 6 but I have decided to change plans. Overall I found my stay disappointing. Pre-arrival: good communication through WhatsApp and Booking.com On arrival: not a good experience - duplicate preauthorisation from my card for the 6 nights plus extra. The terminal did not produce a receipt and the receptionist insisted I have to put the card through again, although I have shown her an instant message received from the bank saying the transaction went through. At that point, I have been traveling for 18 hrs therefore I couldn’t spend more time arguing about it. I was reassured it was not a duplicate payment/preauthorisation and if any mistake, this will be sorted in the morning with “finance team”. Next day, I have tried to sort this with various reception staff to no avail. They simply denied there is an issue and refused to discuss the matter further. At one point, I was standing in front of the reception being ignored. I have contacted the bank in the UK and they sent me a confirmation that finally led them to cancel one of the duplicate payments. I have wasted an entire day of my holiday on this. Reception staff - with some exceptions- are very cold and distant, even arrogant. Very rare you see someone smile and make you feel welcome. No apology was offered to me for the mixup with the payment and the very unprofessional way this was dealt with. Staff enters the room way too much. Morning and evening service is expected, however “room service” knocked my door at 8-9pm every evening. If the door is not locked, they enter the room. I would advise to have the “do not disturb” sign on at all times, should you want some rest. Breakfast - not included. Even to use the coffee machine in the room, you have to pay for the capsules. It’s not about money, it just leaves a bad impression I think. The room - nice, good facilities, nice bed, shower and the beach view lovely from the large terrace. Panoramic view of Copacabana, as long as the room is on a higher floor. The pool/beach - haven’t used the pool but the beach is service is very good, friendly and helpful staff and comfortable sun beds. In conclusion, I won’t be returning. I have been to Rio many times and there are much better places to stay in various areas. Although Emiliano looks nice, they are a far cry from what I experienced in other hotels in terms of hospitality and adjusting to individual needs and expectations. I didn’t feel treated like a valued customer and I felt quite uncomfortable throughout my stay.
- Guest User
Arrival: a good experience, friendly, funny, warm and quick. Complimentary sparkling wine. They immediately tried to upsell to a junior suite, at an extra £250 per night. We declined. Room: It’s looks stunning. A decent size. Incredible shower, impractical bath. Zero zero zero space for clothes, bar a small hanging rail - this isn’t acceptable for a hotel or this standard. We ended up putting all our clothes on the sofa. Good technology. Great mirrors. Incredible towels. Lovely toiletries. Great cleaning attendants. Breakfast: good service, but slow. Food arrived before a simple glass of orange juice. Food average, plated awkwardly. Pastries stale. They did try to accommodate a fussy eater, which was nice. Gym: small, and ok equipped. No barbell and limited free weights. Friendly staff. Great views. Pool: nice view, comfortable seating. Service generally poor - low levels of English, no greeting (they immediately ask for your room number, like you shouldn’t be there). We ordered 3 different wines, and each time they came back saying it was out of stock. If that’s the case, they should know when you order. Luciano however, was a great friendly staff. We’d stay again, but wouldn’t want to pay rack rate. We’re still here, see how the next 24 hours goes 👍
- Guest User
