PortoBay RioInternacional

We are currently staying at the hotel and, while the setting is extraordinary, the operational execution has been disappointing for a property like this. The view from our balcony is breathtaking, with a sweeping panorama of the beach. It is truly exceptional and one of the best aspects of the stay so far. Unfortunately, several service issues have detracted from the experience. Our stay was prepaid in full months ago. Upon arrival, we were initially refused check-in because I did not have the original Visa card used for the booking, as it had been lost and replaced. We had to show our Visa statement from July last year to prove the transaction. The process felt unnecessarily rigid and transactional rather than solution-oriented. We were informed that our room was not ready and that we would be notified via WhatsApp once it became available. When I returned at 3:00 pm, I was told the room had been ready but no one had contacted us. When I was given the room key, they had the wrong name written on it. When retrieving our luggage, I was initially refused access because I could not immediately locate the claim tickets. While I understand security protocols, the interaction lacked flexibility and basic customer judgment because they have just seen me leave the luggage earlier. Additionally, charging for Nespresso capsules in-room, when they are the only coffee option provided, feels inconsistent with the level of hospitality expected from a property like PortoBay. The hot water tap in the bathroom is producing brown water! The location and views are world-class. The service standards, however, needs refinement.