A horrible experience!
At the hotel reception there is a tall young man with glasses who is clearly not suited for this job. During check-in, I was required to scan a QR code in order to register at the hotel. Of course, the internet was not working, and I needed to leave shortly after arriving. I asked this gentleman what I was supposed to do if the internet was not working, and he told me that I had to wait in the lobby until I could get a good connection. I replied that I needed to get to my room, change my clothes, and take a shower. He suggested that I could change in the bathroom instead!
At that point, I told him that if I was not given my room, I would book another hotel. Only then did he suddenly find another way to complete the check-in process.
Later that same day, I found out that I could go shopping in Paraguay. A receptionist told me that the only way to get there was by taxi. I agreed, and she arranged a taxi that belonged to the hotel. From the beginning, I was told the fare would be R$400, which I accepted.
When the driver arrived, he drove me around for about 10 minutes before telling me that he did not know how to get there and that another driver would pick me up from a different location. A second driver arrived, and I asked him to take me somewhere I could buy a rain jacket. Instead, he took me to a mall that only sold electronics, cosmetics, and food. After leaving that mall, I asked him to take me to a clothing mall nearby because it was raining. Most of the stores there were already closed.
I then asked to be taken back to the hotel. Upon arrival, the driver told me that the fare was actually R$425.49. He gave no explanation, and I assumed he was asking for a tip, which I was willing to pay.
I paid with my first card, but the driver told me the payment had failed. I then paid with a second card. When I checked my banking apps, I discovered that both cards had been charged. On the second card, the transaction was showing as pending, but the money had already been deducted. The driver refused to refund me because the transaction was still marked as pending. The hotel reception assured me that once the transaction was no longer pending, they would refund the duplicate charge.
The next morning at check-out, the same tall man with glasses was at reception together with another employee. I refused to speak with him because of his previous attitude. While I was discussing the issue with his colleague, he interrupted and aggressively told me that he had not forced me to take the taxi and that it was not his problem. His colleague was trying to help and offer solutions, but this individual repeatedly interrupted with rude and aggressive comments.
At that point, I asked for the hotel manager’s email address. He refused to provide it, saying that I had no reason to contact the manager and that any complaint should be sent to reception, where he himself would respond.
I sent an email to reception, and it has now been almost two weeks without any response.
This was one of the worst hotel experiences I have ever had. I do not recommend this hotel to anyone. Do not use the hotel’s taxi service they are scammers.
