Hotel Vila Catavento

Top-notch.

The window was the one thing I didn’t like, since the glass couldn’t be opened. My room was a bit cramped, but clean, with fresh bedding, working air conditioning, a great shower, and a good minibar. The hotel doesn’t offer breakfast, though there’s an excellent bakery right across the street. It’s also well located, with restaurants, a pharmacy, Subway, Bob's, and other places nearby. There’s a gym on the second floor for guests to use, plus massage chairs in the lobby. A pleasant, clean, cozy place, good for an overnight stay or a work trip. I liked it a lot and recommend it.

The room was very small, and the shower wasn’t working properly. The hotel’s only real advantage is its good location, since the value for money is poor. The rate was 310 reais a night without breakfast. Breakfast is outsourced and costs 35 to 43 reais per person depending on the day. The buffet only starts around 7, so if you need to eat earlier, you have to order à la carte.

I’m writing to record my deep anger and make a formal complaint about what happened to me at Hotel Vila Catavento in Petrolina, Pernambuco. I experienced severe embarrassment and humiliation there. I had already been staying at the hotel for three consecutive days, with all those nights paid when I first checked in through Booking.com. The hotel had my registration and knew I had a good payment history. That morning, I booked one more night through Booking.com and told reception I would be staying. When I came back around 3 p.m., I asked them to recode my access card and said I would pay for the new night at checkout, as I thought was reasonable and customary for a returning guest with a positive record. The hotel manager refused to let me into my room and insisted I pay immediately. I explained that my wallet was in the room and that I would get it to settle the bill. The manager still wouldn’t let me in and personally escorted me there, watching while I collected my wallet so I could go downstairs and pay. I felt treated like a potential [Edited by Reclame Aqui] or a delinquent, even though I was a regular guest who had paid what was due. Being escorted to get my payment method from my own room violated my dignity and honor. A hotel may have a policy requiring advance payment, but that doesn’t give it the right to collect payment in a way that subjects a customer to embarrassment, threats, or public ridicule. The treatment I received, especially being escorted to my room, went beyond what was reasonable. I consider it coercive and humiliating, and believe it caused moral damage that could be subject to legal compensation under similar case law [1]. Article 42 of Brazil’s Consumer Defense Code (Law 8.078/90) says that a consumer who owes money must not be exposed to ridicule or subjected to embarrassment or threats during debt collection. I demand a formal apology from Hotel Vila Catavento Petrolina PE, a full refund of the night in question as a minimum gesture to address the harm, and a public commitment to review procedures and train staff so no other customer is treated this way. I expect a prompt response and resolution. This incident has completely damaged the image I had of the hotel.