Raru's Ponta Negra - Adults Only

The room was cozy and well organized, and the service was attentive and efficient. But there was no hot water in either the hydro tub or the shower.

The bill showed only “lodging” and a total, with no breakdown of the overnight stay or extra hour. I was charged an outrageous amount that didn’t match the website. I thought this had only happened to me, but that vague receipt feels like evidence of a real problem. When you’re with someone you’re just getting to know, it can feel awkward to question the bill, and they take advantage of that. I felt robbed. I’ll never go back, and I’m going to file a complaint with Natal’s consumer prosecutor’s office. I hope others do too. The Ministério Público do RN website has the prosecutors’ email addresses. This motel needs to be investigated.

We weren’t told when we arrived that the loyalty card system wasn’t working at this Rarus location, so we couldn’t use the benefits. We missed the expected discount and were charged for an extra hour, even though we thought we were entitled to one free additional hour. The bill was wrong three times, and Thaís didn’t take the initiative to sort it out. Her service was very disappointing. This wasn’t my first bad experience with service at this branch, though I haven’t had these problems at the other locations. I chose not to prolong the situation because I didn’t want to embarrass the person with me. As a lawyer, I know this kind of failure can have legal consequences. I sincerely hope they improve the service here.

At PONTA NEGRA, I stayed in premium suite 117. The bed, bathroom, TV, and breakfast were good, but the air conditioner didn’t cool very well and shut itself off several times. The sound insulation was awful, with lots of loud noise at night. The hot tub didn’t work properly either, and a housekeeper had to come into the room to turn it off. I also woke up to a car entering and people trying to open my suite. They hadn’t given me a remote to close the garage. I called reception, and they didn’t even apologize. Staff there also don’t seem to check guests’ IDs to confirm they’re of age. I first tried to book at VIA COSTEIRA, but the prices on the website and WhatsApp shopping cart didn’t match what they wanted to charge. They said the prices had changed, but the listings still showed the old amounts in both places. They wouldn’t help me, and the staff were very rude. I’ve been a loyal customer, but after this poor service and quality at a big-name place, I won’t be back or recommend it.