"I would like to formalize my complaint and request for a refund regarding my accommodation at the Rede Andrade Cecomtur Hotel, between 17/01 and 19/01, which was made through Trip.com. Upon arriving at the hotel and checking in, I realized that the room provided did not correspond in any way to the images and information presented on the hotel's website, which were the basis for my choice. The photos of the room indicated an environment in much better condition than what I found, which caused me great frustration. Furthermore, the room was in unsanitary conditions, with moldy and peeling walls, moldy and leaky wooden furniture, which would not only compromise the comfort of the stay, but also put my health at risk, given the potential for worsening respiratory problems. related to mold. In the bathroom, there was also the presence of insects, including spiders, which demonstrates a total lack of care and cleanliness in the hotel premises. When questioning the receptionist about the discrepancy between the room and the images on the website, I requested an exchange for the room that had been shown on the website, but I was informed that this room did not even exist in the hotel, since, according to her, the photos were merely illustrative. In other words, I was not given the option to exchange. Therefore, immediately after noticing the inadequate conditions and not receiving a solution, I checked out of the hotel and had to look for another accommodation, incurring significantly higher costs, as I had to make the reservation on the spot. Therefore, I request that Trip.com contact the hotel so that a full refund of the amount paid can be processed, as the service was not provided as advertised and, in addition, I had to bear extra costs to resolve the situation . I await urgent feedback on the resolution of this case."

"The hotel is well located, only the service needs to improve. I asked for a towel because we were in the family and had no towel for everyone, but they said that they would take it and did not take it."

"The location and the service from the staff are spectacular."

"We rented through Quartum. The apartment was beautiful and had top-notch amenities, but... getting in and out of the garage by car was TORTURE! The QR code they give you for entry and exit only works for one day! After that, you have to deal with the hassle (calling the main office, who don't speak Spanish) to be able to get in and out. If it weren't for the security guards' goodwill, we would have slept outside. And Quartum didn't resolve it quickly; it took 5 out of 7 exhausting days. It could be a 10, but so much trouble..."

"Great apartment and it's very convenient with the facial recognitio!"

"Friendly staff and nice hotel."

"The only negative point of the hotel is the acoustics, we spent the weekend and there was a party next door, which is not a problem at all, but what bothered us was that we couldn't sleep due to the noise, doors and windows don't isolate the sound coming from outside! The hotel service is very good, we liked it a lot."

"Very good hosting, with garage, wonderful breakfast and super comfortable the location"

"The hotel was very friendly and very friendly."