I was deeply disappointed when I arrived to see how misleading the online representation of the building and the accommodation was. The room was horrible - according to the website and to reception, it was one of the better rooms. Calling it a shared bathroom was ridiculous. The number of bathrooms per room was concerning - with babies also present in the hotel. There are 3 toilets for 14 rooms (most with double or triple occupancy), with only 1 shower.
The room itself was dirty, the walls were heavily cracked and discoloured, likely from water damage. It did not match the photo. The bed was warped and mattress unusable.
Perhaps the most concerning part was the weird cover (a painted sock?) that was put over the fire alarm/sprinkler in the room, causing us to feel unsafe with the number of guests, the heat, and the altered fire safety. Reception shrugged his shoulders and was unconcerned.
I requested a refund which was met with I cannot do anything, I requested to speak to management and was given an email as the only way to contact management. The reception (Diogo) was rude, completely unwilling help, and offered no customer service.
When told we couldn’t stay, reception said if we weren’t happy he wanted the key back, meaning he is going to resell the room. I explained that it was problematic the he was doing nothing to help fix the situation. I was sworn at and belittled for renting “such a disappointing room.” I was told, “we’ve been here 20 years. We’ll be fine.”