Ilha Flat Hotel Ap 2202

The sauna was not active as advertised. The pool is unfortunately too cold to enjoy.

Unfortunately, the mattress on one of the beds was so sagging that it was impossible to sleep on it, as we actually slept on wood. I informed the lady at the front desk who offered us another room for an additional fee. We were willing to pay the difference even though we had already booked a different rate; However, we have to cancel the booking for that night via booking: unfortunately this is not possible. I assume the cancellation charges are the same as the room rate. So I suggested that the owner of one room transfer the balance to another, and we settled the difference on the spot. She said it was not possible and I would have to call to request a cancellation through the booking. I booked a room with 4 beds and got mostly 3. I really assumed that the hotel would take care of such matters and not me as a customer. The difference, according to the lady on the phone, was 25 reais. In addition, the price for the previous night should be increased by 25 reais, as the price for one night is higher than for two. It seems to me that comments like "well, 25 reais is nothing for you" are more than inappropriate, especially for a 4 star hotel. After we handed over the whole thing to booking, the "surcharge" for changing the number increased to 250 reais. **Helena V. from Customer Service** Thanks for waiting. The property has advised that an additional BRL 250 will be charged for the replacement number instead of BRL 25. The accommodation invites you to leave the accommodation today. 1 night will be charged BRL 250 plus BRL 65 bed linen. You will receive 300 BRL back. Should we make changes to the booking? Such absolute impudence! I have really never experienced such bad service!