Pousada Brisas da Serra

Breakfast was good, and the location is convenient, close to everything. Rute and Larissa also deserve a positive mention: they worked hard to help with guests’ requests. The place could be good, but I wish the owner were more present and attentive in managing it. I booked through Booking. About eight days later, the forecast showed heavy rain during our dates, so I asked the owner to cancel and offered to pay any applicable fee. This was after the seven-day cooling-off period for free cancellation; under the CDC, I understood any penalty should not exceed 20% of what I paid. The owner refused and said cancellation would require paying 50% or even 100% of the stay, which I consider abusive. We decided to go ahead with the trip. At check-in, our first room had a TV that was off its mount and didn’t work. The employee promptly moved us, but the TV in the second room also didn’t work because there was no internet, so we had to use mobile data to get it going. The air conditioning only worked like a fan, and we couldn’t open the windows because there were so many insects. We were moved a third time, to a quadruple room that was actually good, but after heavy rain, water leaked through the ceiling and disrupted the stay again. The pool isn’t heated, the sauna doesn’t work despite what was advertised, and the internet is very poor. That directly affects the TV, which depends entirely on the connection.

I arrived today, 15/02, to check in at Brisas da Serra, after booking a month in advance, and was told there was no reservation in my name. I was devastated. I’d been planning this rest for over a month, and this happened during Carnival, when finding another place to stay is difficult. The owner called and offered a room at another pousada he owns, with mattresses placed on the floor for us. I obviously refused. He then said he’d refund the night and the money we spent on gasoline. But does that make up for the emotional stress and the trouble of finding somewhere else at that time? I’m upset and indignant. I don’t know whose error it was. The owner says it was Booking.com’s fault, but I’m the one who suffered the loss. Now who will compensate me?

We booked through the Smiles website for January 9, 2026, to check out on Monday, January 12. When we got there, there was no room available. They offered us a different room at a pousada next door, but we chose not to stay. Mistakes happen, we understand that, and we asked to cancel the booking. The problem is that my miles still haven’t been returned, and the stay doesn’t show as canceled. I can’t cancel it from my account, and the phone number the owner gave me can’t find the reservation so I can proceed. I got no reply on Instagram and couldn’t reach anyone at the number listed on the website. I’m still waiting to hear back about the cancellation.

Rute made us feel welcome from the very start. She was warm, attentive, and always ready to help. The whole stay was excellent: the place was pleasant, clean, and well organized, and we were comfortable throughout. We’d happily recommend it to anyone looking for a welcoming, quality stay, and we’ll be back.