Kastel Pedra Bonita

My refund so far nothing! I stayed on 02/04/2022 and so far they haven't refunded the amount. Your administrative efficiency is the same as the maintenance of your facilities, that is, TERRIBLE! Once again, follow my story. I come here to record my indignation regarding my accommodation at this inn on the date of 02/04/2022 to 02/06/2022, taking the opportunity to warn people about the choice of the same. I made the reservation through Booking and we were installed in room 15, which I could notice, during the time I was there, the poor conditions of the room, namely: the door handle of the room came loose in my hand, the bedroom door did not stay closed, the curtain room fell when opening, with the pipe reaching me, TV with noise and turning off by itself, stained and dirty floor, air conditioning did not work in the refrigeration, bathroom in poor condition. On the day I arrived (04/02/2022) we had no water in the room and I was only able to take a shower at 01:50 am on the 5th, after many complaints. The group that went with me also complained about the rooms they stayed in, but I didn't go into details due to my dissatisfaction and indignation. This situation is absurd and unacceptable, since the advertising shows another reality, which I understand as false advertising, in addition to the absurd prices of food at the establishment. I don't know if it's correct, but every time I book hotels or inns through booking, it always happens that we don't get the same treatment as when booked at the hotel itself. Proof of this was that I booked a room for my son at this inn, on the same date we went, through the hotel's reservation center, and his room was much better than mine. This distrust stems from other experiences I had, such as when I went to Campos do Jordão by booking and we were also installed in a strange way and with uncomfortable treatment. I have photos and footage that show my experience and I'm willing to share if necessary. The management of the inn should better observe its internal processes, since we, the customers, support their business, and the least they owe us is respect. I felt offended and insulted by this hostel, which promised a refund that was not made until today, 02/16/2022. I hope that everyone who reads this message will evaluate if this is a good choice when going for a walk with your family. Here is my protest and indignation!