Astoria Palace

Very good cost benefit! Excellent location

The hotel is completely obsolete. We booked the luxury suite and still delayed 1h40 to release our check in. Badly trained employees. Old room. At one point a cockroach fell off the ceiling of the reception. Despite the excellent location, it is not worth the investment. I do not recommend. Fujam!

Hygiene and health: See photos that speak for themselves. Unacceptable for a hotel rated 4 stars. Noise disturbances: Constant mechanical noise and vibrations (air conditioning unit, motor type) making the room unlivable (confirmed by the staff twice). Customer service, the oxymoron: DAY 0: Initial report. Response from reception stating that the disturbances would cease in the evening. Failure observed during the night. DAY 1: Request for relocation due to the need for sleep. Reception's refusal on the grounds that no "sea view" room was available (incomprehensible, as the request was solely about acoustic calm). Then a waiting time of 3 hours was announced for a possible solution. DAY 1: Change of tone after presenting my companion's disability card. An alternative option was then proposed in 30 minutes, which also turned out to have sound defects. Faced with the noise and the fear of spending a second hellish night, we left the hotel on the 23rd after 1 night instead of 3. Dispute opened as soon as we left. No response despite multiple contact attempts from the establishment via the app and email sent (FR and PT) on 02/27 to reservas@astoriacopacabana.com.br (email provided by the reception when we returned on 02/25 to the hotel as we were not getting any response via the app), we are awaiting the refund for the unused nights following our forced departure. Complex administrative process despite the acknowledgment of their shortcomings: On-site, the establishment provided us with an early check-out document and directed us to booking for the refund, before later confirming on 02/25 that the refund should be managed by the reservations department. Fortunately, booking intervened. In March, the reservations department confirmed to me by email a refund for one night out of the two unused nights. Since then, I have been waiting, following up, waiting, following up, waiting. I dare to hope that the hotel will finally take its responsibilities and proceed with the promised refund, but since the initial promise of being able to sleep was not respected, I am starting to sincerely doubt it.