Guest User
December 14, 2023
I just don't give it ZERO because it doesn't have ZERO stars. Not to be unfair, good rooms! Comfortable, however, no peace of mind to rest (rooms facing the airport). Extremely poor and disgusting customer/guest service. ZERO EMPATHY, especially service from Gustavo and Cris (who only gave their surname) and they refused to send me a copy of the accommodation contract and exchange regulations that were not presented at check-in. These are two people who need to be seriously reoriented on how to work on the front line in terms of “quality of care”. They take a long time to respond and when they do respond, they type rehearsed copy-and-paste responses. You type a huge text explaining a certain problem and they don't show the slightest concern about solving that problem. I was allocated a room facing the Congonhas airport apron without a choice. It's impossible to sleep with the thunderous decibel levels on planes. To change rooms, they require payment of cleaning fees, given that we had been in the room for less than 2 hours. The service provided goes completely against the basic items of the Consumer Protection Code. The system practiced by the hotel violates basic premises of consumer rights. Anyway, I highly don't recommend it, stay away as you will be completely alone and helpless in this place, given the incompetence of the attendant team to deal with the most basic situations possible, from asking for a pillow to even changing rooms where they will want to shove you in. abusive fees without the slightest legal meaning.
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