Exmos. Senhores,
I am writing to formally complain about the discrepancy between the amenities advertised and paid for compared to what was provided, and additionally the treatment we received by management when we voiced our complaint in person.
I stayed at your hotel with my partner on the night of August 10/11th 2024. The air-conditioning in our room was not adjustable as it was controlled by a computer at reception. We could only have it on at 16°celsius (below room temperature) or off completely (in August temperatures) . As a result we lost our night's sleep. We brought this to the attention of staff (who were not available at reception) in the evening of the 10th and assured it would be seen to. It was not.
The following morning we spoke directly with your management about the issue and received confrontation and defiance in response to detailing the general state of disrepair of the hotel - missing fire extinguisher, hole in wall, bedroom curtain ripped in half, shower head broken off wall, hand drier hanging off wall, unclean shower, insufficient breakfast delph and clean seating, amongst other details.
I hereby request a full refund of our uncomfortable night's stay and hope that you promptly replace your absent maintenance staff and see to the necessary repairs.
Cumprimentos.
E B
