Othon Palace Copacabana Rio

“Customer service of employees were excellent but management needs work”

Dear General Manager Ruben Dino, I am writing to formally express my disappointment regarding several aspects of our current stay at the Rio Othon Palace. My family, friends, and I are staying for 11 days, with our accommodations fully paid in advance and breakfast included. Given the hotel's pri… more

Dear General Manager Ruben Dino, I am writing to formally express my disappointment regarding several aspects of our current stay at the Rio Othon Palace. My family, friends, and I are staying for 11 days, with our accommodations fully paid in advance and breakfast included. Given the hotel's prime location along Copacabana Beach and its strong reputation, we expected a memorable experience that reflected the beauty, hospitality, and culture of Rio de Janeiro. Unfortunately, by our fourth day, we have found that the breakfast offerings remain exactly the same each day, with very little variation. For guests staying for an extended period, it would greatly enhance the experience if the hotel rotated breakfast selections every few days and incorporated more local specialties that showcase the unique flavors and culture of Rio de Janeiro. In addition, we visited the beachfront service counter across the street and were disappointed to learn that both specialty coffee and regular freshly brewed coffee were unavailable at approximately 4:00 PM. We had hoped to enjoy coffee before sunset and before afternoon cocktails. We were informed by staff that coffee is only served during certain time periods. If coffee is not available throughout the afternoon, this should be clearly communicated or removed from the menu during unavailable hours. Coffee is a staple offering in most hotels and restaurants and is also an important revenue-generating item. I also believe hotel and restaurant management should pay close attention to customer feedback. Based on the response we received, it did not seem as though this was the first time such concerns had been raised. Guests travel from around the world not only to stay in a hotel, but to experience the culture, warmth, and hospitality of the destination they are visiting. Employees of a well-known hotel should ensure that guests have an enjoyable and welcoming experience that reflects the spirit of Brazil and Rio de Janeiro. Additionally, all guests, especially VIP guests and long-stay customers, should be treated with the utmost respect and courtesy regardless of their background, nationality, or appearance. Travelers work hard and spend significant amounts to enjoy quality experiences, and it is disappointing when that level of service is not provided. I respectfully ask that these concerns be reviewed carefully by hotel management and not dismissed. I hope that by bringing these matters to your attention, improvements can be made for both current and future guests. Positive guest experiences often lead to strong word-of-mouth recommendations, repeat business, and increased revenue for the hotel. I would also like to acknowledge that there have been employees during our stay who deserve commendation for their service. However, there have also been several interactions where the response provided felt limited to an apology without meaningful action or resolution. The following areas of concern should be reviewed further: Beachfront service staff supervised by Enoki at Wave Beachfront during the mid-shift on March 29 at approximately 4:00 PM. The included breakfast has remained the same since the first day of our stay, and we are now on our fourth day. The menu has consisted primarily of the same pork sausage, scrambled eggs, and coffee that often tasted overcooked or not freshly brewed. Our room toilet overflowed, and we waited approximately 1.5 hours without receiving any update from the engineering department regarding the status of the repair. I would also like to recognize the following employees who demonstrated professionalism, courtesy, and a willingness to make our stay more memorable: Marco from Reception, who assisted us during check-in. And upgraded us to a beautiful room Pablo from VIP Reception, who was very helpful regarding the clogging of our toilet in room 1819 and assisted in the expedited transition to our new room 2002, along with Carla. Joao from Concierge, who assisted with rebooking our Roxy show and securing our football game tickets for April 1. Nejani, who listened carefully to the concerns I raised regarding Wave and the breakfast included with our stay. Enoki, who was very apologetic regarding the inability to serve coffee that was listed on the menu at The Wave. Gabriel - assisted us with regards to making sure that our stay was as expected Tiago - made sure our luggage’s were in tuck and secured I strongly believe that additional customer service training for frontline staff and management would be beneficial. Frontline employees represent the hotel and are essential in creating positive guest experiences. I do not travel seeking compensation or credit. What we value most is having a wonderful experience that I can share positively with others. Unfortunately, this has not been the case during this stay, but commendations to employees who have excelled that are deserves commendation: Marco, Gabriel, Joao and Tiago ( Reception, Concierge and Bell Hop) Thank you for your time and consideration. I look forward to your response. Sincerely, Eileen E Dizon/ Adora C Soriano Room 1819, moved to Room 2002

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“Ideal location, good service in Copacabana”

I spent a long time choosing a hotel for my vacation in the city of my dreams (Rio). I chose the Othon, and I haven't regretted it: Positive at the Othon (my personal opinion): 1. The hotel is clean, with plenty of staff and security. Yes, the hotel is not new, but it is well maintained. 2. I had a… more

I spent a long time choosing a hotel for my vacation in the city of my dreams (Rio). I chose the Othon, and I haven't regretted it: Positive at the Othon (my personal opinion): 1. The hotel is clean, with plenty of staff and security. Yes, the hotel is not new, but it is well maintained. 2. I had a problem paying with my credit card at check-in, but the issue was resolved quickly; the reception staff sorted it out, and I was satisfied, thanks! 3. The hotel staff are friendly and helpful. Personally, I had the most positive impressions. Special thanks to the professionalism and understanding of Vitoria and Pedro. They treat tourists wonderfully and offer a personalized approach. 4. The rooms are cleaned daily, and they cleaned mine very well; I left 5 reals each day. 5. The corner ocean view in the room is beautiful. But the views of Rio are a special treat. 6. Breakfast was included in the price, and I had everything I needed. Fresh orange juice is included in the price, seasonal fruit is always available, as well as omelets, ham, cheese, toast, jams, yogurts, sweets, corn, couscous, tea and coffee, as well as tomatoes and cucumbers. I always liked everything, and I am very happy with the breakfasts! 7. The rooftop bar and pool offer perfect views. The bartenders were friendly and accommodated my cocktail requests. 8. The hotel prices are reasonable, and the quality (both the drinks and the food) matches that. 9. It's important that the hotel provides sun loungers, towels, and umbrellas on the beach. Of course, they might not be enough for everyone, but the sand is soft as flour, and it's a pleasure to lie on a towel on the sand. 10. The staff at the beach bar was also very friendly; they were helpful with any questions. They showed me things, explained things I didn't understand, and warned me when needed. 11. I had no problems with hot water (I was on the 16th floor out of 30). The bathroom doesn't have miniature soap, but it does have liquid soap, lotion (cream), and shampoo, gel, and conditioner in the shower. If you don't like them, bring your own. 12. There were no mosquitoes, flies, or insects in my room!!!! 13. The WiFi worked for 9 points of 10! And on the beach too!!! And sone disadvantages of the hotel: - The shower head could be replaced with a new one in the room (my room!!!). - There was only a kettle in the room, but no tea, sugar, a cup, or a spoon. But I was prepared for that. - There was no shaving kit in the room, but I bought one myself. - There weren't enough sun loungers by the pool and on the beach. But I was prepared for that too, and it wasn't a problem for me. And that's it! Honestly, I personally had no problems. The location is perfect, right on the oceanfront, with stunning views of Rio. And thanks to Hotel for birthday cake, it was very nice. I was friendly to the hotel and Rio, and they responded in kind.

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“Good location, breakfast, rooms could be better”

Thiago who works at the hotel and speaks french was the most agreeable and helpful staff member! We asked for a room with one bed and got one with 2 that smelled super moldy but the staff at the reception was very helpful and changed us to another room without hesitation.