Santa Rosa Pantanal Hotel

From 18th to 22nd of October 2024 we had the 5-days-Jaguar-Safari and stayed at Santa-Rosa-Pantanal-Hotel. The hotel's comfort was ok and it's probably one of the best hotels in the area. Our room was comfortable, but not big enough to handle our luggage. The pool area was completely on work during our days (Palmtrees were planted all over) and not proper to relax when coming back from the boat trip. There was only one chair in front of an apartment. Food in the restaurant was good, but the breakfast had mostly the same items. My heading: Animal area at Pantanal was really amazing and absolutely worth the money, but the hotel was overpaid.

We stayed three days / two nights at Hotel Santa Rosa as part of our visit to Pantanal that we booked thru “Pantanal Safaris” tour operator. The Hotel is located in Porto Jofre, along the river Sāo Lourenço, approx. 150km south from Poconé at the end of the Transpantaneira gravel road. Depending on road / weather conditions the drive from Poconé usually takes between 3 and 4.5+ hours and will cross some 120 wooden bridges. The lodge features a pool, an external lounge-like area and a garden which was virtually rebuilt with new palm trees and flowers while we were there. Rooms are scattered around in various cottage-like concrete buildings of various sizes and shapes. We were housed in a block of 8, facing the river. Santa Rosa is known for spotting jaguar while venturing on the river, and we can confirm its fame, as we saw 12 of them in a day. The room was a bit on the smallish side, cramped with 4 beds. Nevertheless clean and comfortable and with air conditioning. All meals are served as buffet in the restaurant hall. The offer is sumptuous: meat, fish, vegetables, rice, beans and several Brazilian specialties with even vegetarian options, with all staff very kind. We left quite satisfied with our stay.

A nice hotel with good common areas, including a restaurant, bar and swimming area. Just be careful to book a room with the glass doors. The standard room is horrible. Staff is friendly and the food is good. Nice location on the river. As long as you book the right choice, this place is solid.

We booked here on our own which was a little bit confusing but it worked out okay in the end. The rooms are a bit spartan and the grounds are a bit wild but considering the location, well into the Pantanal 2-3 hours from the nearest city (if Pocone counts as a city) it's a pretty nice place. The only furniture in our room were the beds (three of them) which makes it a little awkward to set anything down but they had steady electricity, running water, and decent wifi. The restaurant was very nice, excellent food offerings. There are animals all over the property especially after dark. Besides the capybaras (which are everywhere) we saw toucans, parrots, owls and several (non-venomous) snakes. We also booked a boat tour through the front desk and that was a good experience as well. Of every place we went in Brazil I had the most difficulty communicating here as there was no English, no Spanish spoken and my Portuguese is terrible (sorry). Despite all that we muddled through it and enjoyed our stay.

We had a terrible experience with this hotel. We were to have stayed here for three nights in late June, and this was supposed to have been the highlight of our trip to the Pantanal. First, it is not as nice as pictured online or as indicated by some of the other reviews on here and elsewhere. The hotel appeared run-down and poorly managed (it is an extension of a farm and there were horse droppings, litter and other debris all over the grounds of the property). Second, the room reeked of an overpowering chemical smell. We had to argue with the staff to be given another room, but that room also smelled, as did the third room we were shown. By then, it was late and we were hot and tired from our long drive down the Transpantaneira, and so stayed in the third room, despite the smell, hoping it would dissipate. By the next morning, I was having difficulty breathing and was wheezing (I do not suffer from asthma ordinarily). There was no hotel manager on site, the staff was unable or unwilling to remedy the situation, and we tried in vain to contact someone in hotel management via their Customer Service number (which is run by another company through WhatsApp) and even called their finance office (off site) where we were treated in a rude, dismissive and highly unprofessional manner (the woman yelled at my Brazilian friend who was trying to explain the situation because I do not speak Portuguese). We felt we had no recourse but to leave, and ended up staying the next night at a neighboring property. The hotel demands full payment (minus the 30% deposit we had already paid) immediately upon check-in, but as we had not yet seen the room, we could not possibly have known about the room conditions. Since they charge per person rather than per room, this is a rather large sum for 3 guests over two nights. We have tried to contact the hotel or its management company repeatedly--before we left the hotel, later that day, and in the days the followed--about issuing a refund given that we were unable to stay (because they were unable to provide a safe and comfortable room as promised on their website), but they refuse to respond and the only information I've received is through an agent on WhatsApp who said the hotel claims we "left without justification" and that no chemicals were sprayed in the rooms. I do not know what was used in the rooms, but it made me ill enough that we had to leave. Given the pains we went to report our concerns, it is unconscionable that the hotel should claim that we simply left without explanation. We did not encounter this sort of issue (overpowering chemical smell within rooms) or rude, indifferent behavior anywhere else in the Pantanal, or in Brazil more generally. Why would we leave after paying only to stay at a neighboring property if the situation wasn't so dire? What kind of business treats their guests in this manner, especially one in the hospitality business and that caters to ecotourists, including international ones? At

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