Swan Novo Hamburgo

We unfortunately encountered many issues during our stay! First of all, once we got to our room it was very dirty. It felt like the room wasn’t used for quite a while. The room had spider webs and termite wings all over the floor and bed (YES!). We had to ask the staff to come and clean the room/bathroom. Once that was done, we started hearing water sound and suddenly we have this huge leaking right at our door. The floor was covered in water, we called staff and they said it was due to an AC problem. They got us move the room. The next room was cleaner than the first, however the AC wasn’t working the whole night and note, it was summer in Brazil at that time. We had to open the windows to be able to sleep (we didn’t want to change rooms again since we would leave next day). Additionally, the room has the bare minimum and does not offer to much more than bed, tv and shampoo/soap. The breakfast has a good variety of options. However, when I tried eating the ham it had an old taste and texture (slimy). I immediately stopped eating it. Very disappointing with this experience even more since this is supposed to be one of the best hotels in the city! I will not return.

I just checked in and had to switch rooms. Everything is very old and the room was unclean. On the second room the A/C was not working. All I wanted was a clean functional room and this hotel did not deliver. The whole hotel is in need of an urgent update! Staff is being very nice though.

We booked 10 nights in this "hotel" therefore this is a comprehensive review. Only good things here are the awesome breakfast and the garage with smiling and helpful guys. 1. Check in was the first red flag as we were asked to pay the whole amount in advance and that really felt out of place in a (supposedly) 4 star hotel 2. One elevator was out of service for the entire duration of our stay: only one elevator in service for 18 floors 3. We were lucky enough to be on the 4th floor so we used the stairs on a regular basis, even if that meant everyday going thorugh rubbish, carts, boxes and food leftovers. Never seen hotel stairs in such a bad shape 4. Bed sheets were changed only ONCE and that should be illegal. We know that for sure as I had a little wound in the right ear on the first day so we were wondering how many days would pass before they would actually change the bed sheets. When we complained, we were told that we didn't put the dedicated tag on the bed in order to ask for a change (not true of course) and how is that even possible in a 4 star hotel? 5. Cleaning staff is not professional, we had to ask three times for the right amount of towels and they will give you only one face towel per room anyway 6. The suite was out of the 80s and a scam. City view? Just a rooftop. Kitchen? No dishes, no pots, no pans. Absolutely useless. Bathroom? No beauty kit, no glass for toothbrushes, mold in the bath tub. Air conditioning? Only on/off and freezing cold that meant switching it on and off every 30 minutes in order to survive 7. Swimming pool just for decoration, we understood that as soon as we saw a hose to fill it. 8. We decided to make two nights on the seaside and we asked for a little discount, given their mishaps and the simple fact that they didn't have to clean the room for two days. Denied