BRISA DA PRAIA

Disproportionate cost to quality

Reception service, sensational. Lucas and Joel were extremely attentive to my family. It made a difference. The only thing left to be desired is the mattress, very hard. I couldn't sleep any night comfortably

Our experience at Brisa Park unfortunately went well below what we expected, mainly considering the structure and the services presented by the hotel. The experience has already begun at check-in. The process is done by the guest himself and seemed to us too complex and unintuitive. After a trip, the arrival at the hotel is expected to be simple and agile, but the system ended up making check-in more laborious than it should be. The breakfast was another disappointment. We found hard breads, the coffee machine seemed to be very poorly hygienized and we did not find suitable alternatives for people with lactose or gluten restrictions. The environment during breakfast was another important issue for our family. The restaurant is a closed space, very noisy, with many people talking at the same time and chairs being constantly dragged. For an autistic child with sensory sensitivity, it has become extremely difficult to stay there. We then tried to take the coffee to a quieter area, near the pool, but we were informed that we were not allowed to leave the restaurant with food. Then, they indicated an area at the bottom of the restaurant itself as an alternative. However, in the following days, even access to this space ended up being difficult. It lacked preparation and, most importantly, flexibility to deal with a need that we explained clearly. The quality of the food in the restaurant also left much to be desired. The potato puré served was made with instant powder prepared and the pizza seemed to be frozen and industrialized, similar to those found in supermarkets. For a hotel with its own restaurant, we expected a much better prepared food. This even caused us to stop making several meals at the hotel itself. If the quality of the food was better, we would surely have used the restaurant much more during our stay. The rooms also presented problems. The first one we received was quite deteriorated and very different from the impression transmitted by the disclosure images. After we complained, we were transferred to a better room. In this second room, however, we had an even more serious problem: the door clamped and our son was stuck inside the room. Even explaining that he is autistic and that the situation required speed, we had difficulty getting the maintenance care. In addition, the protector of the mattress was with mold and strong odor. The pool area could also be much better utilized. We are in a tropical country, but July and August have milder temperatures in the Northeast, especially at the end of the day and at night. A minimal air conditioning of the pools — especially the one at Kids Acqua Park, precisely a structure for children — would make a huge difference. During our stay, almost no one used the pools at night. It is a leisure area that could be a very pleasant option for families, but that ends up underused by the temperature of the water. Hydromassage, which could just be an alternative, could not be used either. According to an employee, there was a problem with the hot water system. I do, however, separate the structure and management of the hotel from its employees. They were by far the best part of our stay. They were polite, attentive and, within the possibilities they had, tried to help us. A hotel can have old facilities or have punctual problems. What I find difficult to accept is the accumulation of problems of maintenance, hygiene, nutrition, structure and lack of adaptation to a specific need during the same stay. Our experience, unfortunately, was very different from the one presented in the hotel announcement — and we would not stay again.