Pousada Essência do Rosa

I’m filing a formal complaint about this rental. The stay was extremely poor and nowhere near worth what we paid. The listing photos already showed a basic property with limited facilities, yet the price was extremely high, comparable to a vacation stay in Europe or the United States. When we arrived, the house was considerably worse than those photos suggested, which themselves did not show an acceptable standard. The property was in poor condition and filthy. There were holes throughout the house, some large enough to see outside, leaving it exposed. The structure looked fragile, almost improvised. The doors were broken and none closed properly, including the bathroom door and the one to the street, so guests had virtually no privacy or security. The front gate was left open the entire time. All the rooms were dirty, with heavy dust and grime on the floors. The sheets and blankets were visibly soiled, and there was a strong bad smell throughout the house. The kitchen was especially bad. Dishes, pots, and utensils showed clear signs of contamination, including rodent droppings, so they couldn’t be used. The stove was extremely dirty, the oven didn’t work, and the inside of the refrigerator was broken, making the advertised appliances unsuitable for use. There was no mirror, not even in the bathroom. When we asked about toilet paper, the person responsible said the inn did not provide it and only told us where to buy some. There was no floor cloth or basic cleaning supplies either. Since the place had not been cleaned before we arrived, we had to buy cleaning products ourselves just to make it minimally livable. There was also a clear insect infestation. We had to kill more than seven cockroaches during the stay, and other insects were constantly present in different rooms. The air conditioning initially didn’t work properly, though that was one of the few issues fixed after we asked. The owner provided no real support. We contacted her several times about the many problems, but our messages were ignored or treated with complete indifference. She only replied again on the day we checked out, and never came to the property. The entire checkout was handled remotely through WhatsApp messages. At no point did anyone show genuine concern for our comfort or safety. The fire extinguishers were also more than a year past their expiration date, posing a direct risk to guests. Given the unsanitary conditions, serious structural problems, missing basics, faulty appliances, lack of support, and safety risks, this stay was completely out of line with the price and even the minimum standard expected of accommodation. I’m deeply dissatisfied and request appropriate action, including a review of what happened and a possible refund, as applicable.