Utente ospite
31 gennaio 2023
One week before the stay we wanted to change of reservation, reducing the stay one day. Booking website only allowed cancelation (for free at that time), but without guaranteeing a new room availability. I had multiple calls and messages with the booking, hotel chain reservations central and the pousada itself for many days, all saying the changes could only be done by the other two stakeholders... Finally they suggested to better talk with the property management on arrival. When I did the check-in, the team there had no clue and forced me to pay the full stay (for our multiple rooms), saying that only the hotel chain office can do changes and must ask them for a possible refund. Since then, they are neither answering my emails nor the ones Booking is sending them. Worst customer service ever, totally scammed me.
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