Pousada Ronco Do Mar Cumbuco

The setting is naturally beautiful and the marketing is very appealing, but the customer service needs a lot of work. I hope the owners take this as a constructive chance to prepare the team better, because clear, professional, and humane service matters, and poorly handled interactions can hurt a business over time. This isn't meant as an attack, just a warning and a sincere hope for improvement. I booked with Ronco do Mar through WhatsApp, but there was never a clear confirmation of the date and month. That communication mistake could have been avoided, especially with a booking made remotely. I tried reaching the people in charge through the SAC and by email, but couldn't find a direct contact on the website, so I'm posting here in the hope that management sees it. When I raised the issue, the service was very poor: unclear, lacking empathy, and with no real effort to find a solution. The attendant kept repeating the cancellation policy instead of considering that this was my first booking and that the confusion came from the communication failure. There was no guidance or reassurance, and the conversation turned defensive and argumentative. Even though I was within the legal 7-day cancellation period guaranteed by the Consumer Defense Code, the inn refused to cancel and refund me, trying to keep the full amount. We only got the refund after contacting the bank, which followed the law correctly.