Pousada Visual do Porto

Great.

The breakfast was very poor: just coffee, French bread, ham, cheese, and eggs, with no fruit, juice, or yogurt. The room was damp, with ants crawling on the walls and falling onto the sheets. There was no room service, and the woman who dealt with us seemed unprepared and uninterested in guests’ well-being. The inn is in a dusty, rough street that’s hard to reach, and the old building needs a lot of repairs. When we arrived, we were told there was no water because the whole area of the island had none. We later found out nearby inns had water, and that the actual problem was a broken pump feeding the water tank. They had lied to us and hadn’t told us beforehand, so we could have moved to another inn before it affected our stay.

I’m filing a complaint about my stay at “Visual do porto” in Fernando de Noronha. The problems made the accommodation we booked inadequate and unsafe, affecting guests’ health and safety and, in my view, violating consumer rights under articles 6, 20, and 22 of the CDC. When I arrived on 03/12, my room wasn’t available. We left our bags in a smaller room, and I was made to switch rooms repeatedly. There was only one air-conditioning remote shared among several rooms, so we had to keep tracking it down to use the units properly. Water was cut off from 5:00 p.m. on 05/12 until 10:00 a.m. the next day, and again on 07/12 from 7:00 a.m. until 4:00 p.m. There was no assistance or solution. Reviews on its own Google page also mention water shortages, which suggests the problem is ongoing and shows disregard. A dead animal in the water tank also posed a contamination risk. Basic accommodation items and services were missing: towels weren’t changed, there was no toilet paper, and the room wasn’t cleaned or rubbish removed. Only a pillowcase was provided. The kitchen was extremely dirty and food was stored improperly, creating a contamination risk. The shared area was dirty and poorly maintained, and the listing photos didn’t match reality, which I consider misleading advertising under article 37 of the CDC. There was no visible inn identification, no CNPJ, and no Consumer Defense Code available, contrary to required rules. An exposed electrical outlet and a leaking bathroom also put guests at risk. The only contact channel was WhatsApp, but nobody replied when the water was off, leaving guests without support. The service did not match what was offered or advertised, causing loss, frustration, and risks to health and safety. In my view, this was a failure to provide the service under article 20 of the CDC and a disregard for the rights to information and quality under article 6.

Today we had no breakfast and weren’t told in advance. The excuse was that the employee was “looking for coffee,” even though everything was closed. There are cobwebs in the room, and on our fourth day the room had been tidied only once. The place is dirty and disorganized, and there’s effectively no service. The toilet flush didn’t work when we arrived, and on the second day we had no water at all. From what I could tell there, the recurring water issue is due to makeshift repairs in the building. The owner, Thaís, doesn’t reply when we contact her about problems, and when she does answer, she shows complete disregard. Even getting basic issues addressed turns into a huge hassle for guests. There’s no hygiene, maintenance, organization, or respect for guests. I absolutely don’t recommend it.