Marcos Leandro Bildhauer

Review of Imperatriz Hotel

I made the reservation at Imperatriz Hotel, Premiu...

I made the reservation at Imperatriz Hotel, Premium Room (best available room), initially to stay from 19 to 24 Feb 20, however we had to cancel the reservation because the Hotel conditions were TERRIBLE as described below:
- We arrived around 02:00 in the morning of the 20th, when we removed the covers from the bed, they were, with a wad of hair, and the comforter dirty with stains that looked like coffee or blood;
- When activating the receptionist, he changed the sheet but it was changed to a single, the bed was a double, therefore much smaller than the bed, showing the poor quality and the ignorance of the processes on the part of the employee;
- The shower was cold, and there was no hot water to bathe;
- The bed was terrible, the mattress was old, and it was tilted outwards, having to be careful not to fall off the bed;
- In the morning, I went again to speak to the reception, with the dirty comforter to personally show the attendant requesting to speak to the Manager in a separate room, and I was not answered. At this moment, I asked them to change the bedding and solve the problems, which at no time was there any intention to attend.
INCREDIBLE THAT IT LOOKS LIKE THE SERVICE THAT HAS IDENTIFIED AS RESPONSIBLE FOR THE HOTEL, I TELL ME TO LOOK FOR ANOTHER HOTEL, IF I WAS NOT SATISFIED WITH THE SERVICE.

- In the afternoon, when checking out, as there was no way to stay at the Hotel, a Mr. called FERNANDO came to talk to us, who identified himself as the Hotel Manager. He tried to justify why the laundry was dirty, when I said I had no interest in knowing about the Hotel's processes, and I also told him that the employee told us to look for another hotel if we weren't satisfied, when he said lie and that she hadn't said it, calling me a "liar". Still, he accused me of having removed equipment from the room , where I said that I removed the comforter to show the dirt to the receptionist. I also invited him to watch the recording to find out exactly what was said, where he, Fernando said that he would not authorize the recording, and that from that moment he would no longer be allowed to pass on any name or information related to the hotel.

In this way, I highlight the extreme unpreparedness, lack of hygiene, lack of care for the guest by the entire team of Hotel Imperatriz, from the receptionist to Mr. Fernando Gerente. I emphasize that at no time did they try to resolve the issue, just trying to justify the unjustifiable.