Gran Hotel Stella Maris Urban Resort & Conventions

Recent Reviews: 4391

• User:Jackroo

  Trip type: Family

  Expensive Hotel that delivers budget hotel quality

  16 Apr 2026

  Horrible hotel, there was no queue but still had to go to 3 different areas to check-in. Lots of staff standing around but nobody helped my family with 2 small kids and all of our cases. Bathroom floor was wet / toilet leaking ?, No hand towels, no shower gel, no shampoo, no conditioner. Dirty and run down. As soon as we got to the room, the staff was knocking at the door saying they needed to take all of the water out of the fridge as we haven't paid for it. Absolutely disgusting levels of service.They clearly use the fact it's on the beach as the primary selling factor and don't bother to maintain it to a high standard.Stayed all over Brazil over the last 20 years in various standards of hotel and this is 1 of the worst hotels we have stayed in and its also 1 of the most expensive hotels we have stayed in as well.It rained and lots of people went outside to go in the pool so we asked 1 of the staff about drying some of the chairs under an umbrella and he just shrugged his shoulders, they want you to buy / rent a towel to dry a chair to sit down.Breakfast restaurant is dark, old and allot of variety but not great quality.Regarding a late checkout request, we got told it's impossible to provide a late checkout as there are no rooms available. However we can pay for another night at the hotel. It's just a scam to get you to pay for a full day when you only need a few extra hours. Never seen this scam in Brazil before. We ended up having a shower in the only toilet in the hotel which had overflowing drainage problems.We stayed in a superior room which meant we had a balcony which came with an unstable handrail and a sign saying only 3 people allowed out on the balcony at anyone time for safety.It's a premium cost hotel that delivers budget hotel quality.Just Avoid, there are far better alternative hotels in the area. Gran Hotel Stella Maris Urban Resort, Marketing at Gran Hotel Stella Maris Urban Resort & Conventions, responded to this review Prezado Sr. Jack,Agradecemos por escolher nosso hotel em Salvador e por compartilhar suas impressões conosco. Valorizamos muito o seu tempo, pois feedbacks como o seu são fundamentais para nossa melhoria contínua.Lamentamos sinceramente que sua experiência não tenha sido plenamente satisfatória. Nosso objetivo é oferecer uma hospitalidade acolhedora e eficiente, e seu relato sobre o atendimento, foge do nosso padrão e já foi encaminhado à nossa Gestão de Qualidade. Gostaríamos de ressaltar que nossa Central de Atendimento ao Hóspede (CAH) está disponível 24 horas por dia. Nossa prioridade é resolver e dá suporte ao nosso hospede a qualquer questão durante a hospedagem.Por fim, reforçamos que suas observações foram encaminhadas ao nosso setor de qualidade. Elas são fundamentais para o nosso aprimoramento constante. Estamos comprometidos em evoluir diariamente e é por meio do feedback de nossos hóspedes que conquistamos reconhecimentos e prêmios no setor, impulsionados pelos comentários positivos

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• User:Jellydino

  Trip type: Couples

  Avoid!

  22 Nov 2024

  Never in my life have I had to take a numbered ticket to wait to check in to a hotel like I’m at the DMV(department of transport). Waiting to check in takes over an hour. This is NOT a resort. The rooms don’t even have a quilt or blanket of any kind, not even in the cupboard. You get a top sheet and that’s it so good luck trying to adjust your temperature while you are sleeping. The rooms are very very old and even our doors were falling apart. We stayed at much better places for a cheaper price. Gran Hotel Stella Maris Urban Resort, Marketing at Gran Hotel Stella Maris Urban Resort & Conventions, responded to this review SRº Jellydino,Agradecemos por escolher o Gran Hotel Stella Maris como sua opção de hospedagem em Salvador. Nosso compromisso é proporcionar um atendimento de qualidade, visando à máxima satisfação dos nossos hóspedes. Investimos continuamente em treinamentos e boas práticas para garantir a excelência no atendimento e nos serviços oferecidos. Dispomos de uma infraestrutura diferenciada de club resort, oferecendo uma rica variedade gastronômica, opções de entretenimento e conforto, sempre buscando agregar valor à experiência dos nossos hóspedes.O hotel possui 334 apartamentos e, para evitar filas no check-in e check-out, reorganizamos nossos processos. Adotamos o padrão internacional de horário para check-in, que começa a partir das 14h. Quando há disponibilidade, liberamos o acesso antes do horário previsto. Nosso sistema de check-in é automatizado, substituindo o preenchimento manual da Ficha Nacional de Registro de Hóspedes (FRNH) da Embratur. Além disso, utilizamos um sistema de senhas, proporcionando maior conforto e conveniência aos nossos hóspedes.Atualmente, os hóspedes podem abrir uma conta nos pontos de venda administrados pelo hotel e, ao final do dia, conferir e efetuar o pagamento sem precisar retornar à recepção, tendo uma saída imediata e aproveitando mais tempo com comodidade. No momento do check-in, reforçamos os serviços oferecidos. Não operamos em sistema all inclusive, o que permite maior flexibilidade e uma tarifa mais acessível, ficando a critério do hóspede a contratação de qualquer produto vendido dentro do hotel.Nosso enxoval é renovado regularmente segundo os padrões de hotelaria. Qualquer relato é prontamente verificado por nossa equipe, já reportamos o relato para o setor competente. Intensificamos as ações de manutenção e modernização da nossa estrutura física, mobiliário e equipamentos, visando o bem-estar dos nossos hóspedes, sem perder a identidade rústica. Realizamos manutenções preventivas constantes para oferecer a melhor estrutura e serviço. Nossa Central de Atendimento ao Hóspede (CAH) está disponível 24 horas para atender qualquer necessidade.Suas impressões foram encaminhadas ao nosso setor de qualidade e serão monitoradas junto às lideranças, reforçando nosso compromisso com a entrega de qualidade. Lamentamos não ter alcançado 100% das suas expectativas, mas estamos empenhados em oferecer uma experiência cada vez mais positiva.Atenciosamente,Gran Hotel Stella Maris

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• User:UALsandiego

  Trip type: Friends getaway

  Poorly trained staff, customers taken for granted, at best a 3-star hotel

  12 Nov 2024

  Approximately 10 calls needed until someone picks up. Then told "No English no Spanish" by the so-called reservation department.Then given incorrect information regarding the buffet, inconveniencing myself and another group.Someone not staying there may NOT pay the 100BRL fee to eat at the buffet. Because apparently we don't want money, and prefer throwing away leftover food. Place is old-fashioned and staff poorly trained. Stay away. Superior other options nearby. Gran Hotel Stella Maris Urban Resort, Marketing at Gran Hotel Stella Maris Urban Resort & Conventions, responded to this review Dear Mr.Thank you for your stay at the Gran Hotel Stella Maris. Our commitment is to offer precise service, aiming for the maximum satisfaction of our guests. We would like to clarify that 20% of our employees speak other languages, including English and Spanish, to better serve our diverse clientele. We are attentive to every feedback received through the satisfaction channels, using this information to enrich our services and promote constant improvements.We continually invest in training and good practices. Our differentiated club resort infrastructure offers a variety of cuisine, entertainment options and comfort, all designed to add value to our guests' experience. Our buffet, with a double mirrored design and large space, is supervised daily by our chef, who prioritizes regional cuisine and typical seasonal dishes to suit different palates. In addition, all of our employees participate in periodic training aimed at providing quality service, based on hospitality. We value quality service and continually monitor satisfaction levels, which have made us stand out positively in the tourist trade.Your impressions have been forwarded to our quality department as a contribution to improvements. We regret that we did not reach 100% of your expectations, but we assure you that we spare no effort to offer a quality service. We will monitor this report internally to intensify our aim to better serve you. Yours sincerely,Gran Hotel Stella Maris

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• User:Gianlucabaldini

  Trip type: Family

  Never ever book a room there

  31 Aug 2024

• User:Nicolas H

  Trip type: Family

  Great Stay for Great Value

  07 Aug 2024

  This is a great hotel and great value for the price! The rooms are big with everything needed. The hotel staff are polite and effective, answering everything we needed from early check-in and late check-out to extra towels. We also really enjoyed the breakfast which has all kinds of food and enjoyed it thoroughly. Really enjoyed my stay! Gran Hotel Stella Maris Urban Resort, Marketing at Gran Hotel Stella Maris Urban Resort & Conventions, responded to this review Hi Nicolas!Thank you for your kind words and wonderful review! We're thrilled to hear that you had such an enjoyable stay with us. It's great to know that our spacious rooms, attentive staff, and breakfast offerings made your visit comfortable and memorable. Your feedback means a lot to us, and we hope to welcome you back to Gran Hotel Stella Maris for another great stay in the future!Best regards,Team Gran Hotel Stella Maris

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