Palacio do Governador

"Beautiful property, but disappointing five-star experience Palácio do Governador is undoubtedly a beautiful hotel, with a remarkable historic setting and impressive architecture. The rooms are spacious, comfortable and well appointed, and the property has all the ingredients to deliver a truly exceptional five-star experience. Unfortunately, the service, maintenance and attention to detail do not live up to the standard one would expect from a five-star hotel. The service feels very inconsistent. The reception team was exceptionally helpful and welcoming, which deserves to be highlighted. However, around the pool, it was a completely different experience. Pool attendants were virtually nowhere to be seen. Used towels were often left behind after guests had left, making it difficult to find a clean sunbed. There was also no attendant available to take drink orders, and when staff were eventually encountered, the service was slow and often lacked warmth or even a simple smile. The rooms facing the river also suffer from significant noise. The nearby railway line and main road generate a constant level of traffic and train noise, which is particularly noticeable at certain times of the day. The sound insulation does not seem adequate for a five-star property and can seriously detract from the comfort of the room. The general upkeep of the outdoor areas was also disappointing. The garden appeared neglected, with several dead or poorly maintained plants. The pool itself has numerous missing tiles, which gives what should be one of the hotel’s highlights a rather tired and run-down appearance. What is most frustrating is that these are not major issues requiring a complete transformation—they are precisely the small details, attentive service and level of maintenance that should distinguish a five-star hotel from a four-star property. In short, the architecture, history and rooms are impressive, but the service, sound insulation, maintenance and attention to detail currently fall short of what I would expect from a five-star hotel. There is a lot of potential here, but the property needs considerably more care and consistency to truly deliver the luxury experience its setting promises."

"Booked this room accidentally and the next day realized. I purchased insurance so figured it would not be a big deal. The insurance refused to cover it and the hotel refused to either refund my money or reverse the cancellation. So I paid them $500 and I don’t get a refund or get to use the room I purchased. Don’t stay here, they do t care about their guests. All they care about is getting their money and you can f*ck off."

"The location of this hotel is convenient for us and not too far from where our family stays which makes it easier to visit. Much has changed here and not quite as amazing as before. The decor is just on a down scale with no concrete special features and seems all over the place with no flow. We have stayed here on numerous occasions before and have been loyal as the hotel previously was very forgiving regards bookings and cancellations but our last visit felt somewhat unpleasant and stiff. Breakfast decided to degrade itself from our last memory and remained unpleasant from day 2 onwards. It’s a tough call but after many visits I am not sure I would return here and perhaps would venture elsewhere especially considering the rates charged."