Windsor Oceanico in Rio De Janeiro

Update (in response to the hotel's reply):

After reading the manager’s public response, I feel it’s important to clarify a few points to ensure accuracy and transparency for future guests.

- EARLY CHECK-IN WAS NOT "OFFERED"
It was only mentioned after I contacted both Booking.com and the hotel, citing my consumer rights under the Brazilian Consumer Protection Code (Código de Defesa do Consumidor, Art. 30 e 35). Had I not escalated the issue, there would have been no early check-in consideration at all.

- THERE WAS NO ROOM UPGRADE
If an upgrade had truly been provided, it would appear on the invoice, reservation details or check-in documentation. None of these indicate any upgrade.

- CHECK-OUT WAS AT 12H17PM (OFFICIALLY AT 12HPM)
There was no “late check-out”. This is simply not factual.

- REGARDING THE "RIGOROUS SECURITY PROCEDURE"
The issue was never the rule itself, but the discourteous tone used by the staff member. Calling it “rigorous” does not change the fact that the interaction was disrespectful and far from what is expected in the hospitality industry.

- CUSTOMER TREATMENT MATTERS
The hotel’s reply does not address any of the concerns about the long check-in line, understaffing, or lack of courtesy — which were the core issues of my stay. There are many hotels in Rio with similar or better facilities and much stronger training and customer experience standards, such as Mercure Copacabana, Marriott, Fairmont, Sheraton and others.

I stand by my original review.

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Inicial review: My stay was unfortunately below expectations, not because of the facilities, but due to issues in service and staff behavior that significantly affected the experience.

When I arrived, there were more than 15 people waiting in line for check-in, with only one staff member attending. There were six available desks, yet just one was being used for check-ins while another staff member handled check-outs (with no line at all). I waited around 40 minutes, even though the manager Gilcimar had kindly released my room early at 1pm and I arrived at 2 PM.

Only after I approached someone who seemed to be coordinating the staff did additional attendants appear. Others in line also expressed frustration. And to be clear , this is not about the price of the stay, but about the experience itself, which should reflect the hotel’s standards.

During the stay, I also noticed some staff members showing clear signs of irritation or lack of courtesy. One employee, Raphael, responded to a simple request for a charger with visible disdain and without making eye contact. The next day, he approached me again in an unnecessarily arrogant tone when I momentarily stepped outside to drop someone off and left my backpack on the table next to the bar. He said security would remove it and spoke as if he were doing me an extraordinary favor.

When I came back less than a minute later, a security guard was already carrying my items away. I understand if the hotel has rules due to previous incidents, and I respect that , the issue was not the rule itself, but the way it was communicated. The tone felt dismissive and disrespectful, not aligned with how guests should be treated.

This was, unfortunately, the most uncomfortable interaction I’ve ever experienced in a hotel in Rio. I’ve visited at Copacabana Palace, Fairmont, Sheraton, Fasano and other 5star properties, and even considering the different categories, I expected a higher level of courtesy and basic training.

I strongly encourage the hotel to review staff training and support their teams’ well-being. Guests notice when employees are overwhelmed or unprepared, and this impacts the entire experience.