This hotel is completely overpriced. We stayed there for four days and we went from a disappointment to another. The rooms are outdated and underequipped. The food is overall terrible. Even the fruits were tasteless. Service is only in Portuguese. The only good part of the hotel is the beach and the spa. Other than that, it shouldn’t be part of the Relais & Chateaux group.
Dear Mr. Benjamin,
I would like to express our appreciation for the feedback submitted and registered that we received your review with sadness, we love to hear from our guests. Only with their honest and fair opinion can we continuously strive for more and better services towards our beloved clients.
It is of utmost importance to us that each experience in our Resort reflects the high standards of excellence by which we are guided. Therefore, I deeply regret that your impression did not live up to these expectations and we apologized for any inconvenience or that we were unable to somehow meet your specific needs.
I personally spoke with you regarding your intention to check out early and obtain a full reimbursement of you stay stating that you did not like the Resort because we asked you to fill out the Guest registration form, which is a required documentation by our national authorities for every guest who is staying with us. You also mentioned that our staff did not speaking English and we charged for bread during our meals. Some other comments expressed by you during our interaction were irrelevant since you received all the information regarding your stay prior to your arrival.
Our front desk staff and management team are bilingual and had the chance to interact with you in several occasions not only in English but in French as well. We do not charge for bread however, in our dinner menu we have our signature covert, which includes natural fermentation breads, biju crackers, and three options of our delicious pates. The covert is optional as any other dish in our menu.
We investigated your booking details and realized that you have selected trough an on line booking engine a non-refundable rate therefore a full reimbursement of your stay was not an option. We kindly explained to you that you have received an upgrade for your booking prior to your arrival and I personally offered a second upgrade to a premium bungalow to compensate your arguments but unfortunately, you denied it. I also asked you to please give our team another chance to impress you and asked you to keep you stay with us that I would personally take care of you stay but we did not succeed in our offer either.
It was with great regret that I read your comments especially when I personally made myself available to assist you with your Resort needs. As you realized we had always some Front office English speak staff members ready to assist you during your meals. We were pending of your satisfaction at all times.
Please accept our sincere apologies for your disappointment, but we always act with sympathy, empathy and politeness, reconciling the integrity of our business while also satisfying our guests and customers.
Thank you again for the comments and be assure that we loved to have you with us!
Best regards,
Txai Resort Itacaré Team
This resort is very nice. The rooms are awesome. Hospitable staff but the management wasn't very professional. They should brush up on their customer service skills . The beach at this resort is one of the best i have experienced. Pri t out your reservation to avoid the issues we encountered.
Dear Mr. Road,
we are happy with your comments about the structure of the Hotel and also about our hospitality, which is one of our most important points, welcoming our guests in the best possible way from the moment of check in to check out. , being attentive to any and all types of requests.
Our management has undergone a change recently and we would like to emphasize that improvements are gradually happening with all processes within the Hotel, both in relation to the service provided and in relation to the service offered to our guests.
We sincerely apologize if you had any setbacks upon arrival at the Hotel, this is definitely not our standard for receiving and welcoming those who stay at Txai and we will deal internally with all employees on our team, reinforcing our care and hospitality for everyone.
We hope that you will have the opportunity to have another experience with us and that this first impression can be positively reverted.
Best regards,
Txai Resorts Itacaré Team
This resort is very nice looking and has a very impressive beach front. The food choices were okay. The room and amenities were good. Excellent bathroom space. Breakfast was nice. My biggest grievance was the customer service throughout was not up to par for their rates. For starters they couldn't find our reservation when we arrived, although we called prior to confirm. Then took forever trying to locate it. After a while i asked "Do you have rooms available?" The answer was yes (low season .. plenty of rooms) We eventually got a room. Most of the front desk personnel I encountered.didn't seem to know the protocol.
Dear JB,
We appreciate your feedback, Please note that we are truly frustrated by your disappointment. Such topics do not meet our high standards of quality and service. For this, we would like to express our most sincere apologies.
I really regret that you have left the Resort with such a perception. Training is one of the main priorities we have and all the new recruits are welcomed with a 2 day induction apart from quality and excellence compulsory training delivered throughout the year. I would be very grateful if you could share with us further information about your experience at our Resort, so we could act accordingly. I will contact your directly to express my apologies.
Please note that your constructive feedback, which had my immediate attention, will be shared and discussed with our department heads.
I hope we will have the chance to welcome you again in the future, so we can hopefully change your perception.
Best Regards,
Txai Itacaré team
Best hotel to have contact with the nature .
All the team is great , only remarkable is the team of the reception, they need to change .. I have stayed 6 times on this hotel and the reception is the only problem in Txai resort ..
Prezado Dr. Ricardo,
Agradecemos a mensagem e aproveitamos para reafirmar nosso compromisso com a excelência e qualidade. Posso assegurar que todos os feedbacks são muito valiosos, bem-vindos e amplamente discutidos, ajudando sempre para que possamos melhorar a experiência para os nossos clientes. Iremos rever as áreas que comenta e atuar com as devidas correções.
Esperamos que futuramente possa nos escolher novamente e, assim, haver uma oportunidade para recuperar sua confiança em nosso atendimento e produtos. Estamos reforçando o treinamento na Recepção e promovendo uma cultura de etiqueta com foco na excelência dos nossos serviços.
Com os melhores cumprimentos,
Everything great except the food was very good but not great. I would recommend the local dishes.
The staff are lovely and accommodating. Great places for a long weekend.
Dear Juje 71,
Thank you for being our guest recently. We want every guest who stays with us to have a magnetic, vibrant experience and to depart with a lasting favorable impression.. We are grateful for the feedback and will share your observations with our team. We loved having you and could not be happier that you had an exceptional experience at Txai Resorts. Please come back and see us again soon.
Sincerely,
