Beach Class Conselheiro by Nobile

Despite all the prior arrangements and confirmations, my 80-year-old mother was left stranded late at night because of a severe miscommunication on the facility’s end. The security guard refused her entry, claiming that the reservation was incomplete and that he had no record of the apartment number. This was entirely inaccurate, as the reservation had been fully paid for two weeks in advance. Fortunately, my aunt was able to accommodate her for the night, but the stress and inconvenience were completely unnecessary. The next day, the misunderstanding was finally clarified, but the issues did not stop there. Since the facility did not allow a late checkout for an additional fee, I had preemptively paid for an extra full night to ensure a smoother departure. However, due to their flawed system, they failed to register this payment properly, leading to an overbooking situation that caused trouble for another guest. This was a clear indication of the disorganization and inefficiency of their management. The state of the apartment itself was appalling. Numerous appliances were broken, one of the bathrooms was rendered unusable due to an unbearable smell and lack of hot water, making my mother’s stay far from comfortable. Given the amount paid and the expectation of basic hospitality standards, this was unacceptable. To make matters worse, upon her scheduled departure, the facility had the audacity to question whether she would indeed leave at 7 PM. They even requested that she tidy up the apartment so the next guest could check in without housekeeping assistance. This level of unprofessionalism was beyond belief—asking a paying guest, especially an elderly woman, to clean up due to their staffing failures was completely inappropriate. This entire experience highlighted a severe lack of customer service, poor communication, and a failure to uphold even the most basic standards of hospitality. Not only did it create unnecessary stress and inconvenience, but it also revealed a deeper issue of negligence within the facility's management. An establishment that treats its guests in such a manner is one that should be held accountable and reconsider its operations if it wants to continue in the hospitality industry.