Our recent stay at the Cumberland Hotel had mixed experiences. Check-in was smooth, thanks to the excellent assistance from Leandro, who made us feel welcome upon arrival. Unfortunately, our positive initial impression was overshadowed by a noticeable unpleasant smell in the entrance foyer, which consistently made returning to the hotel uncomfortable.
The original room allocated to us was considerably smaller than depicted in the photos on Expedia. We chose to upgrade our room at an additional cost, and the upgraded accommodation was satisfactory.
Our primary disappointment was with the service at the bar and restaurant, which we found consistently poor and, at times, bordering on rude. We expressed these specific concerns regarding the bar and restaurant service to the manager, Rafael, who was genuinely understanding and helpful. He acknowledged the service issues and informed us that he was actively working on improving the team's performance.
Additionally, when we called reception for room service, we encountered very rude service. The barcode provided in the room for accessing the menu was not working, yet the receptionist rudely insisted that it was functional and implied we were incapable of scanning a barcode properly. After insisting, she sent a technician who confirmed the barcode indeed was not working; however, we received no apology for the inconvenience.
Overall, while there were some positives such as Leandro's assistance and Rafael's responsiveness
