Atlantis Copacabana

Excellent hotel in Ipanema, large and clean room, good breakfast.

We stayed at Atlantis Copacabana and honestly wish we had booked somewhere else. The only positives were the location, the breakfast, and the cleaning and kitchen staff, who were the only people that were genuinely friendly during our stay. For the price we paid, the room was very disappointing. It was old and poorly maintained. The TV was tiny (more like a computer monitor) and had a big stain on the screen. The curtains were stuck and wouldn’t open properly, and the bathroom constantly smelled like sewage. The worst part was the bed. The hotel advertises a double bed, but it’s actually two old single beds pushed together. The mattresses were sunken and incredibly uncomfortable, so we barely slept. We asked if they could fix the situation, and they moved us to another room, but it had exactly the same bed setup, so nothing was actually solved. We then asked for a refund for the remaining night, but were told that only the reservations manager (Carli) could approve it, and she wouldn’t be there until the next day. That meant we had no choice but to spend another night sleeping on the same uncomfortable bed. The next morning, we called the number we were given to speak to Carli, but nobody answered. We then spoke to reception, and Claudia eventually approved a refund for our last night. Unfortunately, the way she handled everything was very disappointing. She never apologized or acknowledged the problems we had experienced. When we asked for written confirmation of the refund, she refused at first, saying we should “trust them” and that they wouldn’t keep our money. After we insisted, she took our email address and said she would send confirmation, but we never received anything. To make things even worse, when we came back to the hotel before the 12 pm checkout time to collect our luggage, our room keys had already been deactivated, so we were locked out with all of our suitcases still inside. Most of the reception staff were rude and acted like answering simple questions was an inconvenience. We constantly felt like we were bothering them instead of being paying guests. The lack of customer service was honestly one of the most frustrating parts of the stay. In the end, what should have been our last relaxing day in Rio turned into a stressful experience. We had to find another hotel at the last minute, and it completely changed the end of our trip. For the amount this hotel charges, you can easily find much better accommodation in the same area. I definitely wouldn’t stay here again.

Very nice and clean hotel. The staff is very friendly, both the receptionists and the ones who help with the luggage, the girl who greets you at breakfast, and those who clean the room. Everything worked perfectly, and we were also able to leave our luggage and continue using the pool, gym, sauna, and showers after check-out without any problems until our transfer time. They lend you towels to go to the beach, and there is a refrigerator in the room!