Art Bbq Lodge

We were left looking for somewhere to stay late at night with three exhausted, crying children after a long trip we had planned for months. We live abroad and had reunited with family in São Paulo before traveling to Campos do Jordão. Our booking had been made months ahead on the official website, confirmed by email with a reservation number, and marked non-refundable, yet staff at the property said it did not exist even after we showed the documents. There was no useful response from the people there or the supposed customer service. On site, they said they weren't official employees and kept telling us to leave. At one point they locked themselves in a room beside reception while we tried for hours to sort things out calmly. Nobody investigated, took responsibility, offered another place to stay, or even apologized. The property also seemed badly maintained. The bathroom smelled strongly, and parts of the ceiling looked as if they were coming down, which worried us about safety. It was an incredibly distressing experience. The disorganization, lack of empathy, and neglect were unacceptable, and I wouldn't wish this on another family.