Malai Manso Hotel Resort S/A #C977

08 июля 2021

SaoPauloGringo

2

Standards have dropped

I’m here at the Malai right now. How standards have dropped in a short time. The quality and variety of the food has dropped. The staff are very quick to not be helpful. The redeeming feature in winter of this resort is the large heated pool. Which is really cold. And every time over 3 days that we report that the pool is cold, the staff deny even knowing about it. It seems the staff are trained to deny and lie and not be helpful beyond “please call the reservation phone line with your comments” I’m here at the Malai right now. How standards have dropped in a short time. The quality and variety of the food has dropped. The staff are very quick to not be helpful. The redeeming feature in winter of this resort is the large heated pool. Which is really cold. And every time over 3 days that we report that the pool is cold, the staff deny even knowing about it. It seems the staff are trained to deny and lie and not be helpful beyond “please call the reservation phone line with your comments”

25 января 2021

SaoPauloGringo

3

Very good, needs to improve key areas

After about 4 stays here: What´s good: Food - Quality and quantity. The main restaurant buffet. The People - Especially the staff looking after the kids Accomodation - spacious, good air com Covid precautions - Hotel What´s not so... Check in. Reception. Check out. Music. (taste depends) Covid precautions - events Organisation and training of staff. Food is beyond what you would expect for a buffet resort. Quality, variety, cannot be faulted. Extras of constant supply of burgers, fries, fruits, you name it For families, great. Kids club is well run, safe, secure. Lots to do. Rooms are really small suites. Separate lounge, bedroom, bathroom. Watch out for them sending you to the furthest rooms away - when the closest are empty! Hotel covid precautions and orientations are good. Gloves, masks, staff reminding people how to behave. Top marks. Reception and check in is a joke. Whether it´s lack of training or incompetence, it should not take 90 minutes for a queue free check in! Multiple stays here, and always the same disaster of a check in. Same at check out. Otherwise a great place, but reception service is a disaster especially at ¨peak times¨, where no extra staff are on duty. If only they were better trained it would be so much easier. Some of them run around like headless chickens, clearly with no idea what to do. Music, well it plays to the audience. If you love our certaneja, you will love it here. If you think certaneja sounds like animals being tortured, you´ll be happy that there is a big quiet pool area too. Covid for events, what a joke. They do so well in the hotel and then ruin it at events. The main function hall must have 10 entrances, so why funnel everybody through one entrance? Just plain stupidity.Group hugs and group photos? Hello, agglomeration. It must be tough reopening after so long being forced shut, so it´s ok to make mistakes. But please teach housekeeping how to make a bed, please answer the phone, please check that kids beds are made before the tired sleepy kids arrive, please make sure the rooms have hot water at night. Event hire not covered in this review, but be aware it can be complicated and there is a risk of some double charging. ( Event attendees are all staying into the hotel but you want to charge extra for the same drinks in the event space? Seriously?) Conclusion - great food, accomodation, location, gym, entertainment (if you want it), loads to do or do nothing, you choose. Just a few really, really frustrating things to fix. After about 4 stays here: What´s good: Food - Quality and quantity. The main restaurant buffet. The People - Especially the staff looking after the kids Accomodation - spacious, good air com Covid precautions - Hotel What´s not so... Check in. Reception. Check out. Music. (taste depends) Covid precautions - events Organisation and training of staff. Food is beyond what you would expect for a buffet resort. Quality, variety, cannot be faulted. Extras of constant supply of burgers, fries, fruits, you name it For families, great. Kids club is well run, safe, secure. Lots to do. Rooms are really small suites. Separate lounge, bedroom, bathroom. Watch out for them sending you to the furthest rooms away - when the closest are empty! Hotel covid precautions and orientations are good. Gloves, masks, staff reminding people how to behave. Top marks. Reception and check in is a joke. Whether it´s lack of training or incompetence, it should not take 90 minutes for a queue free check in! Multiple stays here, and always the same disaster of a check in. Same at check out. Otherwise a great place, but reception service is a disaster especially at ¨peak times¨, where no extra staff are on duty. If only they were better trained it would be so much easier. Some of them run around like headless chickens, clearly with no idea what to do. Music, well it plays to the audience. If you love our certaneja, you will love it here. If you think certaneja sounds like animals being tortured, you´ll be happy that there is a big quiet pool area too. Covid for events, what a joke. They do so well in the hotel and then ruin it at events. The main function hall must have 10 entrances, so why funnel everybody through one entrance? Just plain stupidity.Group hugs and group photos? Hello, agglomeration. It must be tough reopening after so long being forced shut, so it´s ok to make mistakes. But please teach housekeeping how to make a bed, please answer the phone, please check that kids beds are made before the tired sleepy kids arrive, please make sure the rooms have hot water at night. Event hire not covered in this review, but be aware it can be complicated and there is a risk of some double charging. ( Event attendees are all staying into the hotel but you want to charge extra for the same drinks in the event space? Seriously?) Conclusion - great food, accomodation, location, gym, entertainment (if you want it), loads to do or do nothing, you choose. Just a few really, really frustrating things to fix.

16 августа 2020

Prfigueira

5

Better than expected

Me, my wife and 7 year-old son stay for a week at Malai and the stay was simply perfect. The room, the pool, the view, the food, the service, the kid activities were all amazing. We cannot wait to be back. Definitely one of best family resorts we ever stayed in Brazil. Me, my wife and 7 year-old son stay for a week at Malai and the stay was simply perfect. The room, the pool, the view, the food, the service, the kid activities were all amazing. We cannot wait to be back. Definitely one of best family resorts we ever stayed in Brazil.

26 сентября 2019

alexedeborahz

1

Extremely mad with guest services!!

So here we go with the story!!! Got to the hotel today around 4pm. Checked in, kids ( 7 and 3 year old) and my mom (70 year old) were thrilled with the amenities!! We’ve been here last year and the year before so, we kind of like it! Got to the room, starter to settle in and my husband noticed that all the 3 air conditioning units were not working ( we are in a 2 bedroom one living room apartment), so we call guests services and they tell us to settle in and enjoy because they are going to take care of it. We got the kids to the pool, stood there for a couple of hours, came back to the room to find the same problem with the air conditioning units. Called guests services again, they said they were still trying to figure it out ( this was a couple of hours later)!!! Here we are, 4 hours later I called again and after I kind of yield over the phone because they couldn’t give me an answer, they called me back to say I have to switch rooms because the problem can only be fixed in the morning... I was just wondering, and I asked them that, what kind of check list do they do before a guest gets into a room? Now I have to repack all the luggage and the kids and the grandma to go to another room!!! They only returned the call with an “answer” to the problem after we called many times and they relocated us to a lower standard room... So here we go with the story!!! Got to the hotel today around 4pm. Checked in, kids ( 7 and 3 year old) and my mom (70 year old) were thrilled with the amenities!! We’ve been here last year and the year before so, we kind of like it! Got to the room, starter to settle in and my husband noticed that all the 3 air conditioning units were not working ( we are in a 2 bedroom one living room apartment), so we call guests services and they tell us to settle in and enjoy because they are going to take care of it. We got the kids to the pool, stood there for a couple of hours, came back to the room to find the same problem with the air conditioning units. Called guests services again, they said they were still trying to figure it out ( this was a couple of hours later)!!! Here we are, 4 hours later I called again and after I kind of yield over the phone because they couldn’t give me an answer, they called me back to say I have to switch rooms because the problem can only be fixed in the morning... I was just wondering, and I asked them that, what kind of check list do they do before a guest gets into a room? Now I have to repack all the luggage and the kids and the grandma to go to another room!!! They only returned the call with an “answer” to the problem after we called many times and they relocated us to a lower standard room...

10 января 2019

alexedeborahz

5

Awesome!!!

Super family friendly! Lots of parties too!! You can choose from many activities from young to old! Children age 3 and up can have lots of fun morning, afternoon and night. Guest service was really good, everyone really attentive, carrying and happy all the time. I went on a time that it wasn’t full and still had the awesome buffet, really good food and beverage service. Can’t wait to go again. Super family friendly! Lots of parties too!! You can choose from many activities from young to old! Children age 3 and up can have lots of fun morning, afternoon and night. Guest service was really good, everyone really attentive, carrying and happy all the time. I went on a time that it wasn’t full and still had the awesome buffet, really good food and beverage service. Can’t wait to go again.

Malai Manso Hotel Resort S/A #C977

Отзывы