Sandra Botelho

Review of Lake Villas Charm Hotel

The place is very beautiful. The decor and details...

The place is very beautiful. The decor and details are very well done, there is nothing to comment on!
In part of events .... Unfortunately the service, attention to the guest and that "extra" going by the customer does not exist. I am the mother of the bride of the first wedding held at Lake Villas, I witnessed my daughter's frustration and despair in every problem in that place!
They are not prepared to receive the full capacity of guests (24 people).
-Management without communication, on the visit that preceded the wedding, manager Andreia told us the possibility of hiring extra beds. When the extra guest arrived the manager Lucas stated that this service does not exist at the hotel. My daughter had to leave the breakfast table and go to the reception to suggest solutions, which was resolved after an hour of arguments.
- the space rental includes rent with all facilities including the beauty salon. On the wedding day when the team that prepared my daughter started to tidy it up, they found that the hot water in the room was not working (it was 10 degrees cold). My daughter had to go back to the village and wash her hair there and go back to the salon which caused her to be late for the ceremony.
- ceremony, Wi-Fi stopped working and one of the power boxes was not working! The ceremonialist contacted manager Andreia who brought in a technician who simply said that he could not do anything. (Apparently he doesn't hear a checklist on the spot before the event). The event decorator brought his own technician to pull energy from another distributor. Even so because of that, one of the party's chandeliers didn't work.
- check out, the hotel wanted to charge an absurd tourist tax on top of the daily rates (17%), which by law is optional and does not exist in the municipality of Amparo (we called the city hall and they advised us to make a complaint at PROCON). They also wanted to charge the ISS separately, which should already be included in the daily rates and in the contract.
- also at check out we were wrongly accused of cracking a piece of plastic on the treadmill at the gym, they wanted my daughter to pay for it. No evidence. Manager Lucas said he had footage from the security camera, my daughter asked to see these images and he said he didn't.
Unfortunately the management and service left a LOT to be desired, even after so many mistakes from the hotel to the contractor they still wanted to take more money!
We gave all our feedback to the hotel to save the next couple from so many problems! They promised to pass everything on to the hotel owner (who was watching the event closely all the time, he lives there, but he never introduced himself or simply apologized personally for the inconvenience.)
The manager Lucas tried in his powers to help us, but apparently the owner of the hotel is adamant. Manager Andreia, well informed and completely useless.