“Located In A Good Area”

The hotel is located in a good area, has a good Looby area, overlooking the pool at the front. The staff members are cuteous and approachable. The hotel is quiet and very good for bunnies travelers. Additionally, it is about 2 minutes walk to the beach and various businesses. My only setbacks is … more

The hotel is located in a good area, has a good Looby area, overlooking the pool at the front. The staff members are cuteous and approachable. The hotel is quiet and very good for bunnies travelers. Additionally, it is about 2 minutes walk to the beach and various businesses. My only setbacks is that there were no ironing boards or iron available to guest from room service and secondly, there was not a triff-shop. However, my stay at mareiro hotel was a comfortable and relaxing experience. The customer service response is great

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“It could do better.”

I booked used Booking.com and as a mistake, I booked a standard room when I wanted a better category. But because it was paid straight away I couldn't modify it I sent an email to the reservations team trying to upgrade, but the communication was painful. They told me in the end to ask in reception… more

I booked used Booking.com and as a mistake, I booked a standard room when I wanted a better category. But because it was paid straight away I couldn't modify it I sent an email to the reservations team trying to upgrade, but the communication was painful. They told me in the end to ask in reception at the check in time - So I did. In the check in I asked for a room with a balcony and a view if possible, they checked and gave me a room with balcony and pool view, which was also the very last room in the corridor, so it also had the beach view - I paid for this upgrade and was happy with it. Room had a strong water smell, but I left the balcony open for a while to see if it helped. After a day I noticed that the aircon doesn't work in the room - it basically stays at 23/24 degrees the whole time - which can be quite warm while sleeping. (Fortaleza was 35 degrees around our stay, and very very warm) I complained to reception, they asked someone to check. I had to complain again later on same day. Again they sent someone over to check while i was out. I came back, stayed a few hours in the room and had to complain at night a third time, the air instead of going down temperature wise, it kept going up, getting to 24.5/25 while we were in the room. When i complained the third time i was advised that they were aware that the temperature wasn't changing in the room, and that they would need to move me. This would be ok if anyone had even called me to let me know, but they let me stay in the room for hours waiting for me to complain again. They asked me to move to a room in another floor, without a balcony, explaining that it was the same category of room, however I had requested a balcony and paid for it at the check in. I asked if I could just sleep in another room that night and sort in the morning then another room as I had paid for, but they made me move all my luggage and etc at mid night that day. I was told a manager would talk to me in the morning instead. Morning came and I went back to reception, but no other room or manager was available. I came back to reception at mid day, and again, no manager available or room. I left for the day and came back at 6, where I was advised that my old room was back available and air con was working, and that the manager would like to talk to me. manager came and asked me "how he could help me?" like nothing had happened, then I had to say that he was the one that wanted to talk to me and I had to explain the whole situation of the last 2 days all over again. he sent me upstairs with the porter to check the room, room was still 23 degrees. I come back and explain that the room is still 23 degrees, which he replies that the checked the room and room was cold. Well, yes, if you go from reception that has no air con at all, when its 36 degrees outside, and go inside a room that the air con is 23/24, it will feel colder. However once you get in the room, with more people, and stay there for the next 8h, that room is slowly get warmer and warmer. I asked if he checked the temperature of the room against the complain I had made, and he said that it was colder and that was it - then he sent me around to check other 3 rooms with the porter to see if any had a better air con, but that no air con in the hotel would go under 20 degrees. And that I had paid for a room with pool view, that they don't sell balconies - I just told him to let his employees know then, since I was sold a balcony+view room and no one advised me that the balcony was just a free extra, since I paid for an upgrade. We managed to get a room with an air con of 20 degrees after checking 3 rooms, but the whole experience with the manager was painful - no sorry, no let me help you, or even come with me to check the air con yourself. Plus the fact that on a friday the hotel had no manager at all until at least 12 o clock. From the other aspects of the hotel - Breakfast was good but not amazing, depending of the time you go for it, it might not have much of the cakes/sweets left. Pool is a lovely area, but we used 3 or 4 times and in all of them, the pool was quite dirty, specially around the pool bar and in the jacuzzi. Honestly, I have to go to fortaleza quite often due to family living there now, and I would not repeat the experience in this hotel.

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