Refúgio do Bosque

Fantastic!!!!!!!!!!!!

The pool was dirty, and the shower barely had any water coming out, more like a drip. Also, there's no room service. I've never seen that before.

A quiet place to stay with family, and really good value. The rooms are clean and the bedding smells fresh. Ours had a balcony with a table and chairs, plus a clothesline that came in handy. The location is great, close to shops, and you can get around on foot. There's a very good market nearby.

I'm filing this complaint about Pousada Refúgio do Bosque for canceling my Booking.com reservation without proper grounds, trying to move me into a private booking, and treating me disrespectfully during the communication. Please check the attachments to see who was at fault. The guesthouse first told me it couldn't honor my Booking.com reservation because of an overbooking caused by a system error. They said another privately made reservation had taken the dates and been paid in advance. Even though the mistake was theirs, they treated me as if I were to blame. At first they said they'd look for equivalent accommodation under Booking.com rules, but soon offered me a discounted private booking directly with them instead. I was wary and asked how that private reservation would be guaranteed. When they kept pushing, I asked how much the deposit would be, R$ 690, so I could consider the offer. I never confirmed a private booking. My original Booking.com reservation remained in place and, as far as I knew, was still valid. Then the guesthouse canceled that reservation without clear warning or formal notice, saying I hadn't paid the deposit for the private offer. That's wrong: I had never formally agreed to that separate arrangement. I also never received payment details by email or any notice that my original booking was at risk of cancellation. The guesthouse confused my Booking.com reservation with its private offer, mixed the information together, and left the status of my original reservation unclear. Throughout the exchange, they repeatedly called me “disrespectful” or “inconsiderate” just for trying to keep my rights as a customer and asking them to honor the original booking. That was unacceptable. Looking back at the messages, I wasn't disrespectful. I was trying to find a fair solution to a problem I hadn't caused. I want my original Booking.com reservation restored because it was canceled improperly, without the correct process or my consent. I also ask Booking.com to review the guesthouse's conduct in steering a customer toward a private deal outside the platform's rules and commitments. Finally, I request compensation for the emotional and practical trouble, since this disrupted my vacation plans. In response to your comment, Andréa, please look at the attachments showing who made the mistake. I want to clarify a few points. Booking.com told me that my reservation did not require advance payment. Booking.com acknowledged that the hotel made an error and offered me credit of up to R$ 150 to choose another place. The cancellation wasn't due to nonpayment, as Booking.com confirmed.