I originally wrote a review but had to edit it because I keep being disappointed. Can you believe the hotel gave us a complimentary bottle of wine? However, when we showed up to drink it, we were told we could only drink it in our room (not in the restaurant or by the pool), otherwise we would be charged $25 ... I am not making that up! Guys, it would have been so easy to make an exception on our last night, but no, you could not... I wanted to share some feedback following our recent three-night stay at your hotel. We chose Casa Mãe because of its reputation as a luxury five-star property and paid approximately $1,200 per night. At that price point, we expected a level of service that, unfortunately, was not consistently delivered. Our main concerns were: Breakfast: While the ingredients were good, the portions were surprisingly small, and the overall experience felt unnecessarily stingy. Rather than reflecting the generosity one expects from a luxury hotel, it gave the impression that costs were being minimized in an area that should leave guests feeling well looked after. Housekeeping: On one afternoon, our room had still not been serviced by 3:30 p.m. This was disappointing, particularly when returning to the room to rest after spending the morning out. Reception: We found the reception desk was frequently unattended, making it difficult to speak with someone when we needed assistance. A hotel positioning itself as five-star should have staff readily available to assist guests at all times. What disappointed us most was the lack of any meaningful service recovery. After we raised our concerns, we expected at least an acknowledgment that our experience had not met the standards of a hotel charging over $1,200 per night. Instead of offering even a small gesture of goodwill—such as ice cream for the children or dinner on the house—the response was to justify the hotel’s actions. Luxury hospitality is measured not only by avoiding mistakes, but by how those mistakes are handled. In our case, we felt there was little effort to make things right. I want to emphasize that Casa Mãe is a beautiful property. The architecture, design, and atmosphere are exceptional, and it’s clear that a great deal of thought has gone into creating a unique hotel. However, beautiful surroundings alone do not make a five-star experience. Ultimately, luxury is defined by service, and in our experience, the service did not justify the premium price we paid. I hope you take this feedback in the constructive spirit in which it is intended. Casa Mãe has the potential to be truly exceptional, but the guest experience needs to consistently match the standards and pricing of a luxury hotel.
