@HotelChilli - Sauna Gay

It's been 6 years since the last time I went, and how can such a sought-after place not evolve? It was supposed to be a modern sauna, tastefully renovated, extremely clean and beautiful, and it's still awful, dirty. They did a terrible renovation, with ugly, decaying finishes… The owner has no idea about luxury finishes, good quality, a refined, fragrant place, etc… that's all it can be!!!! Here's a tip: open your eyes and evolve to something that meets the expectations of those accustomed to a high standard…

I went on a Monday afternoon and everything was very dirty. However, pay attention, I actually saw at least two people cleaning. Even when I left, I was already in the bathrooms near the steam sauna, which was terribly dirty and hot. The dry sauna, besides being very dirty, was weak, almost turned off (but it wasn't, just weak). But both were very dirty. The heated pools are a highlight, but the small pool had a very bad smell. I couldn't stand it because of the strong odor. They could set aside time to empty each one and wash them thoroughly with bleach and soap and then refill them. On Saturday, June 6th, there was no water in the afternoon, and even so, there was no discount for those who wanted to enter. Deafening music made the first floor almost unusable – this, for me, worsened the experience. I intend to return to see for myself. But this first time wasn't good.

The biggest rip-off is going to a place like this. The environment is spacious and with diverse options, but the management's disregard for customer service is ridiculous. My cell phone and my eyeglasses were stolen from a locked locker with a personal password (surely there's a universal password for staff access in case of emergency). I asked them to check the footage from the last 2 hours and, believe it or not, in 20 minutes they told me there was nothing. In other words, it's humanly impossible to check 2 hours of footage in 20 minutes, they didn't check anything! I explained that I only had Pix (Brazilian instant payment system) at that moment and they called the police; if I hadn't known my rights, the abuse would have been even greater. The manager, Guilherme, treated me with absurd arrogance and rudeness. Total lack of preparation and customer service skills; this place is pure banditry. Finally, I contacted my supervisor via WhatsApp, and he simply replied that for payment (since I'm not dishonest) I should go to reception. When I politely inquired about my belongings and what could be done, believe it or not, they stopped responding to my messages. From what I've seen in other accounts, I'm not the only one experiencing this outrageous situation at this place. As for me, this won't be the end of it.

Hotel Chilli used to be great a few years back, but it has become an expensive, downhill experience. ​A couple of years ago, during Pride, I visited the place with a friend. There was a massive two-hour queue to enter. Once inside, there were no flip-flops available, the second-floor bathroom was flooded, the place was dirty, and it was packed. The bar only had two people working, and to make things worse, the lockers glitched and would not open. When the manager reset the system, ALL the lockers opened at once. Luckily, I was next to mine when this happened, but many people weren't, leaving their belongings completely exposed. ​I returned a few other times, and there was always an issue: cabins with non-functioning lights, perpetually flooded showers, slow checkouts, and bad attitudes from the staff. ​I went again during this year's Pride, and what a miserable experience: * ​A two-hour queue just to enter. * ​There were around 450+ people inside and NO WATER in the upstairs showers and bathrooms. * ​There were only two functioning showers for 450+ people on the ground floor. And only because management had converted two private cabins to open shower rooms. * ​The place was filthy; the toilets on the upper floors resembled latrines. ​I went back to reception just 10 minutes after walking in. I stated that I did not want to stay in a venue where I couldn't even shower, that I wanted to leave, and that I shouldn't be charged. The receptionist simply replied, "That will not be possible." ​For that dismal experience, I paid around R$450. ​The place has become an overpriced establishment that fails to deliver the basic services you pay premium money for.

Chilli Hotel has an excellent structure and a very diverse clientele, with options for all tastes. The facilities are the highlight of the place and justify part of the price charged. On the other hand, I had an unpleasant experience at the entrance with a security guard who, in my perception, was unnecessarily rude and unfriendly to some patrons. Furthermore, the prices of drinks are extremely high—paying R$25 for a can of Brahma (?) seemed excessive. Overall, the space is very good, but the service at the entrance and the prices of drinks could be improved.