FLAT 1707 do Paiva Home Stay Jaboatão

The whole thing was a nightmare, so I had to share what happened. We checked in at 10:40pm after a long day of moving. Atlante Plaza, Park Hotel, and several other places I usually go to were full, so I decided to try this one. We were given a room that cost half what we had actually paid for. At first, exhausted, I figured it was probably just a simple mistake. Then I saw the condition of the room: stains everywhere, walls falling apart, and a broken bed with one corner touching the floor. I thought we could go to the lobby and get the room we had booked. After parking, unloading the car, and using the bathroom, I went down. The front desk told me to contact a representative on WhatsApp. She said there was nothing wrong and nothing they could do. My Brazilian wife spoke with her too, but the representative kept insisting that the routine inspection found no problems, there were no other rooms, and no changes could be made. That was a lie, since the front desk guy confirmed 15 other rooms were available. We were told she handled changes and only worked until midnight. They just repeated the same answer until midnight, then stopped responding. The front desk guy said he couldn't help. I contacted Expedia to get us into the right room. Their agent tried calling the desk, but couldn't speak Portuguese, so a Portuguese-speaking "specialist team" would have to take over. They'd be available in 24-72 hours. He suggested booking another hotel or room for now, and said that team would handle my refund. Not ideal or convenient, but at least that made some sense. I went back and asked to book one of the 15 rooms. The desk guy refused and gave me the WhatsApp number for their "24hr service" to book a new room. Nobody answered there either. Somehow, after all that, I couldn't even pay for another room. The only suggestion from the front desk was to take the other legs off the bed so we could sleep, or get an attorney, since we'd paid twice as much for a room that wasn't ours. I could hardly believe how horrible this place turned out to be. Look out Fernando Silva, you may be hearing from me soon.