Overall the resort is nice quality. Room was OK but not at 4 Star US level. good service at the front desk and morning buffet. The major issue came during dinner at their casual restaurant. I ordered 1/2 bottle of red wine from a respectable vineyard. When it was opened it clear that it had gone bad. Air had leaked into the bottle past the cork and made the wine smell like horse manure. It was totally and positively awful... I mentioned it to our waiter who then sent over another supervisor. We explained that the wine was bad but he simply explained that they do not accept returns and would not replace or refund our money. He didn't even want to test it himself. It said it was hotel policy that I pay for it even if I didn't like it.
In my extensive travels around the world it is common to have an occasional spoiled bad bottle of wine due to the cork. There are typically between 5-6% of corked wines go bad if they are not stored properly. Its not a big deal...simply get me another one that is good. In the past the restaurants have been very apologetic and quickly replaced it. For the Wish Serrano hotel to charge me and act like it was my fault is not acceptable.
Traveller from Atlanta
This family-friendly Gramado hotel is located on a lake, within a 10-minute walk of Etnias Square and Mini Mundo. Black Lake …More