Hilton Copacabana Rio de Janeiro

The location is excellent. Ryan from concierge is amazing! Also night engineer was amazing with us! However the room was full of issues, the phone wasn’t working and it was dangerous as I was having health issues and I couldn’t communicate with reception I was really scared. Also some lights of the room didn’t work. I need to mention the jacuzzis are so so old that there was not even a bubble which is ridiculous for a five star hotel. Everything aside, right next to the beach so it was nice and the pools are great amazing view. Is a shame that I have to write this. The hotel has a lot of potential.

I stayed here for 4 days. Although the hotel has quite a few questionable reviews, I decided to give it a chance since it’s part of the Hilton chain (my favorite). For a property built in the 1970s, it’s relatively well preserved. The room was just okay, but I experienced several issues during my stay. For instance, I asked to have my room cleaned before leaving the hotel in the morning. Someone at the front desk took note of my room number on a piece of paper, but when I returned around 5 PM, the room had not been serviced. I had to wait nearly two hours, making several phone calls, going down to the front desk, and even speaking with the manager before it was finally cleaned. The food was good, although I found the cocktails lacking in flavor. Breakfast was very good as well, but be aware, they close the doors exactly at the scheduled time. Even being one minute late means you won’t be allowed in. On the positive side, the hotel offers beach access with chairs and umbrellas for relaxing, and the views from the terrace are stunning. However, another concerning issue was the number of guests due to a pharmaceutical convention taking place at the time. The elevators have a maximum capacity of 10 people, but on several occasions, more than 15 people crammed in, creating a serious safety risk. I actually got off the elevator for my own safety, even though I had boarded when there were fewer than 10 people. Unfortunately, the hotel staff doesn’t monitor or control this at all. Overall, this hotel has a long way to go to meet the standards expected of a 5-star Hilton property.

I am writing to express my deep disappointment with our recent stay at your hotel. Unfortunately, the experience did not meet our expectations, especially for a hotel that claims to be five-star. The rooms were extremely outdated and did not reflect the standard of comfort or luxury one would expect from a five-star establishment. Furthermore, the behavior of both the staff and the manager was unacceptable. They lacked basic courtesy and respect in their communication with guests, which is highly unprofessional. It is clear that proper training in customer service is still very much needed. Overall, this was a very poor and frustrating experience. I hope you take this feedback seriously and work on improving the quality of your rooms and the professionalism of your staff.