Sotero Hotel by Castelo Itaipava

Much improvements to do. The coffee, the pillow, the iron not works at all, the plug only one works. And the most important, WiFi is not stable .

I’m positive that many good reviews of this place are fake. Horrible wifi, incredibly rude management, room safe was broken, breakfast was gross and cheap, and my in-laws got stuck on the broken elevator for 40 minutes after it dropped SIX floors like a rollercoaster. They couldn’t get ahold of management because it was the manager’s day off, and the hotel staff handled the issue with zero urgency. Our door lock was broken and they wouldn’t move our rooms. Absolutely despicable. In all of my experience traveling, I have never ever encountered such a horrible hotel with lazy and arrogant staff.

I was having an issue with my reservation at this hotel as I’m traveling international. I called American Express and they stated all my information was correct that it was the hotels issue. I called the hotel and the man (Thiago) that answered would not let me explain my situation and just said that I need someone else and just transferred me. I waited and no one answered. I called 3 more times and as soon as he answered he automatically transferred me without even saying hello. This is such poor service and I would not recommend staying at this establishment. Stay some where else. Worst customer service ever.