Búri Resort

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I bought the New Year's Eve package, but couldn't go because my companion was sick. I asked to cancel and get a refund. It's been 20 days with no reply about reimbursement, no expected date, and no information at all. This is absurd.

The main downside was the terrible service. They simply treated you as though helping you were a favor. The pool at the back of the hotel is isolated, with no service at all. On the plus side, the facilities are excellent and everything is new and good quality. There are separate adult and children's pools, and guests can enter Hope Bay Park, the water park next door, through a private entrance using the wristband they wear during their stay. The poor service is also a wider problem in Manaus.

The issue isn't that people are rude, everyone is polite. It's the routine and internal logistics that fall short. For a place presenting itself as a resort, there's no water in the minibar, no special care for first-time visitors, and no explanation of how things work or what the schedule is. You can call extension 9 and wait several minutes without anyone answering. First-time guests should get more attention, as they do at other resorts. The facilities themselves are okay.