Hotel Italia

Hotel says that children up to 5 years old do not pay, however the bed is too small for 2 adults, the child does not fit, there are no towels for children, there are no pillows, in other words, there is nothing, terrible service and the room is smelly and dirty.

I booked a room with a double bed and a single bed for a weekend stay and they put me in a room with three single beds, positioned next to each other with a space in the middle to simulate a double bed. I asked to change to the room I had paid for and they told me that there were no more rooms with double beds, that the ones that were available were already occupied by people staying longer than me and even though I explained that the description of the room I had paid for was different from the one they were making available to me, they said that was what they had. I asked to speak to the manager and sent an email explaining what had happened. They called me by phone and informed me that the room I was asking for was only available at another hotel, in the same chain and that they could put me there, as long as I paid the difference of R$700 per night!!!!!! I was outraged and asked if they were serious, then she said, "Well, it's okay as long as you come right now, we can change the room for one with a double bed, but you need to come now, because we're going to clean and free up your room to make it available to other people." Finally, after considering that I should pay 700 more and go to another hotel, they found a room compatible with my reservation at the same hotel where I was staying and changed our room. To do this, we canceled the order at the restaurant where we were staying and ran back to the hotel. The receptionist was arrogant and mocking, she laughed when I said that I wasn't asking for a favor but rather for a room with the same description as the room I had booked in advance and that I had also paid for in advance. At no point did they apologize for what had happened and I felt disrespected as a consumer. It was a situation that caused me unnecessary stress and ruined my trip, which was short, and I still had to deal with the situation. The hotel's location is excellent and the other staff are very helpful and polite.

I had a problem with my reservation because I changed my arrival date...but I made it in advance and everything was fine...I arrived at the Hotel Itália and they said I had been transferred to another hotel in the chain...when I arrived at this other hotel in the chain, the guys at the reception said my reservation was for another day and that there was nothing they could do. I asked them to contact Trip and they said that was my responsibility...anyway, they left me hanging and I thought their service was terrible...I went back to the Hotel Itália and a very nice gentleman was very kind to us and we ended up staying there because this gentleman resolved the reservation problem...so, except for this nice gentleman from the Hotel Itália, it is impossible to give a good review for the service...the hotel was not organized...I also discovered that they have a reservation center, but it is not open on Sundays (exactly the day I arrived)...so it was difficult to resolve, but Trip helped me...

The location is great, right next to the beach, but the hotel is not very luxurious, even though it is part of the Pires chain, it is a more affordable hotel. I believe it meets the needs, but details like not having a hair dryer or a shower stall take away some of the enjoyment of the experience. Parking is paid, with valet parking from the hotel itself, but they did not take care of the vehicle and returned it with scratches, but they soon offered to pay for the damages.

Meu sincero agradecimento a Receptionist Victoria em especial que resolvel uma demanda de minha parte com profissionalismo e muita gentileza. Muito obrigado

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