The location was great, the community was wonderful and very welcoming, but the experience after we requested a refund for the time we didn’t use was not good enough to avoid leaving this complaint. I want to file a formal complaint about my reservation because we had several problems that significantly compromised the stay. One day before arrival, I contacted the owner who said she had no knowledge of the booking, even though the reservation was confirmed by Booking. After further contact, the situation was partially resolved. Upon arrival, the first issue was that the garage gate lock had no key; my husband had to saw through the existing lock to access the garage, after which the owner arranged a new one. Additionally: the power would cut out whenever the shower in the third bedroom was turned on; a bedroom was practically unusable because of a strong mold odor; the shower drain was clogged; the pool’s waterfall was non‑functional, leaving stagnant water that looked dirty with an oily residue on the surface; the water was extremely cold, making the pool unusable during the stay; a tile board detached near a bedroom door, posing a safety risk; there were several dogs roaming freely, entering the house, tearing trash bags, and spreading their mess throughout the property. We love animals, so the presence of dogs alone wasn’t a problem, but the lack of control caused us to have to clean up after them. Moreover, our reservation was for a 5 pm checkout, but the owner asked us to leave at 12 pm, promising a refund for the early departure. We complied and left at 11:10. After we left, despite being charged a cleaning fee of R$ 290.00, the owner claimed we left the house “completely dirty,” which does not reflect what happened.
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