Disappointing Experience at Pestana Rio de Janeiro
Unfortunately, my experience at Pestana Rio de Janeiro was far from what I expected from a hotel of this category.
From the moment we arrived, the welcome was disappointing. The staff saw us getting out of the taxi with our luggage, yet none of the bellmen came to help. They simply stood there watching. In a luxury hotel, I would expect a much more attentive and proactive arrival experience.
Communication was also a major issue. Very few staff members seemed to understand English. When I spoke to them in English, they often replied in Portuguese, which I do not understand at all. The reception staff were generally not very welcoming or friendly, and whenever I asked for assistance, the most common answers seemed to be “we don’t know” or “it’s not possible,” rather than actually trying to find a solution.
The food and beverage service was particularly disappointing. After an intercontinental flight, I tried to order something from the rooftop because I was hungry. I was told that the kitchen only opened at 12:00. In a hotel of this standard, guests should have some option for food or at least a light meal outside of those hours. Then, when I returned at 12:00 to order, I was told that the chef had not arrived yet.
I also ordered a fresh mango juice from the bartender near the pool. It took approximately 40 minutes to arrive, and the bartender seemed almost annoyed that I had asked for it, even though serving guests is simply part of his job.
I booked a Standard Suite, but unfortunately even the basic amenities and level of comfort I expected were missing. The rooms themselves feel old and dated and clearly require significant maintenance.
One positive exception was Mr. Marcos, the bartender at the lobby bar. He was the only member of the service team who consistently greeted me with a smile, served my coffee with genuine kindness, and showed real attention and professionalism. He was always friendly, attentive, and willing to help. His attitude was exactly what I would expect from someone working in hospitality.
The housekeeping team was reasonably good overall, although the cleaning was not particularly thorough in hidden areas, such as underneath the bed and in corners that are less visible.
I work in the luxury hospitality industry myself, so I understand very well the standards of service and attention that should be offered to guests. Unfortunately, I also noticed something that concerned me: we had a friend staying at the hotel in a more expensive suite who was accustomed to tipping generously, and the treatment he received from the staff was noticeably different from the treatment we received. This gave the impression that guests who tip are treated with considerably more warmth and attention, while those who do not are treated in a more abrupt and less helpful manner. If this was indeed the reason for the difference, it is particularly disappointing for a hotel that presents itself as a luxury property.
Overall, I expected much more from Pestana Rio de Janeiro. The property has potential, but the service, attitude of several employees, communication, food and beverage experience, and the condition of the rooms did not meet the standards I associate with a luxury hotel.
The one person who truly stood out was Marcos, whose professionalism and genuine hospitality deserve recognition. Unfortunately, one exceptional employee cannot compensate for an overall experience that was disappointing
