Oceano Copacabana Hotel

I want to congratulate you on the hotel, the wonderful staff, and the excellent service. We will be back soon.

My experience at this hotel was, without exaggeration, the worst I've ever had in any accommodation. A complete absurdity from beginning to end. Upon arriving at the room on the first night, I found and killed a brown recluse spider. I returned later and found a cockroach. I killed it and went to reception to ask for help. The receptionist treated the matter with total disdain, saying that "it's just like our own home" and sent an employee to spray poison in the room. We returned and there was another cockroach. I went to complain again and asked for a relocation. They said the hotel was full and there was nothing they could do. I asked what the solution would be, since it was the third insect. The answer was simply unbelievable: "Go back to the room and kill the bugs as they appear." Even so, they sent the employee again. Upon applying the poison, he found another cockroach, which he killed right there and then. It was already past 1 a.m., we were exhausted and had to wake up early. We waited for the poison to take effect and returned to the room, finding another cockroach, the fourth of the night, not counting the spider. I went back to reception and said I wouldn't return to the room. The response was, "You have to come back." I asked several times to speak to the manager. The receptionist refused. I asked for a change to another room or another hotel. Nothing. I asked for a complete cleaning and a change of bed linens. He said he could only sweep, but couldn't change the linens, even after applying poison and finding dead insects. With no solution, I informed him that I would spend the night in the reception area. He thought this was perfectly normal. After much insistence, he finally mentioned a single room, which until then "didn't exist." We rushed to that room. When I went to get shampoo in the shower, a cockroach fell on me. That's when I realized the hotel is simply filthy, rotten, and despicable, with service worse than the facilities. Furthermore, the pool was dirty, the elevators were very old and unsafe, and the room's air conditioning sounded like a tractor – it was impossible to sleep with that noise. The next day I spoke with the manager. She moved us to a luxury room, which honestly seemed like just a normal hotel room. The difference with the luxury room, apparently, was the absence of cockroaches. Conclusion: dirty hotel, poorly managed, unhygienic, disrespectful to guests, and unprepared to deal with basic problems. I wouldn't recommend it to anyone. It was a traumatic experience.

Cockroaches in the Room We arrived at the hotel and immediately went out to do our activities. We returned around 11:30 PM and there was a cockroach in our room. We went to the reception where the receptionist simply said, "Oh, it's just like our house, right? Just spray some insecticide and wait," and informed us that they were fully booked and couldn't change our room. Even though we were very angry about the situation, we sprayed the poison and waited for it to work in the room. After we returned, another cockroach appeared, and then another. After arguing a lot with the receptionist, who seemed to be doing us a favor, wasn't at all attentive, didn't make any effort to solve the problem, and didn't seem to take the situation seriously, we refused to return to the room without resolving the situation and stayed at the reception. We asked several more times if it was possible for him to at least call the manager to resolve the issue, since he didn't want to or didn't have the power to do so. We refused to return to the room full of cockroaches and said that if this wasn't resolved, we would spend the night in the reception area, which seemed very reasonable to him, and we stayed there. After some time without anything being resolved, we informed him that we would report everything that was happening to PROCON (Brazilian consumer protection agency), and he "miraculously" found a vacant room. By then it was 3 am. Not to mention that before informing us that there was a room, we asked that they at least clean the room and change the bed linens so we could rest, as it was late and we had an early appointment. He informed us that there was no one to do that and there were no other bed linens to change into. In short, we spent the first night in another room with a single bed. The next day, the manager called us at 8 am and changed our room to one with a double bed, which was clearly unoccupied the whole time because it was impossible for someone to have left and for them to have cleaned it in such a short time. In addition to all this, the staff is unprepared (especially the breakfast staff with foreigners), the hotel doesn't match the photos at all, the air conditioning is very noisy, the pool was dirty, and the receptionist who dealt with the cockroach problem is the worst in the profession! As I said, uninterested and not at all empathetic, terrible service. The only positive point of the hotel is its location.