Urban Home Stay

The ocean view really made the stay for me, and the room had lots of space with lovely decor. It was clean and well cared for, and the service was excellent throughout. I'd happily come back.

We stayed from December 30, and my daughter was due to leave on January 3 on a 3 a.m. flight. I stayed on at the hotel because I had my own flight later. She had brought her NB New balance sneakers from SP, the pair she planned to travel home in. Since this is a beach area, she hardly wore them, and kept them under the sink as usual. We went to João Pessoa before 11 p.m. on January 2 and were back at the hotel that night. When she went to pack, the sneakers were gone. She asked reception whether they might have been thrown away because they were under the sink, but the person there couldn't help. She then called URBAn, which I believe is the management company. They put her on mute and never called back. I've stayed here three years ago, and as I was leaving that day I still got no answer or update. I asked to see the footage, but it wasn't provided even by the last moment. I later heard that four housekeepers had entered after we left to clean and were in a hurry because it was late. A cleaning product was also left in the bathroom. I wondered if the shoe bag might have accidentally gone into the trash. I called, and I have screenshots, photos, and audio recordings. The whole response felt dismissive, as though nothing had happened and it wasn't their responsibility that a guest's belongings had disappeared. With room changes happening now, they also move items like butter into my room without asking permission to enter. My daughter lost sneakers worth 1,500 at the hotel. The value isn't the point, her father gave them to her for her birthday. I'm spending on accommodation what could buy three or four pairs for her, and I'm very disappointed by the disregard and lack of respect for guests. Luana sent an audio message that made it sound as if the guests were to blame.

I stayed at HY Beach Flats from December 30, 2025 to January 2, 2026, and unfortunately the experience was awful. I had left my sneakers in a bag under the room sink, where I usually keep them. On January 2, while packing for the airport, I found that both the shoes and bag had disappeared. I told reception right away. They said to contact Urban Home Stay, claiming the company was responsible for cases like this. Getting help from there was a struggle. I tried repeatedly by phone and message and was often ignored. One time someone answered and put me on mute. The manager showed no empathy or interest in fixing things, and even said, “It wouldn't be a pair of sneakers that would break my company,” which I found completely inappropriate toward a guest. Their explanations also contradicted each other. First they said the company couldn't access the camera footage, then they said they hadn't been able to locate the sneakers. How could they look for them without access to the cameras? I was left feeling that there was no transparency or accountability. I'm sharing this so other guests know, and because guests deserve more respect and serious attention.

The walls are so thin that I only slept when the neighbors did. There were children in the room above me and in both rooms to my left and right, and with the small kitchen, people would run a blender whenever they wanted. Noise was a problem both nights. The bathroom tap leaked all over the counter, and the toilet was leaking quite a lot too. There wasn't a spare sheet, or any extra bedding or pillow in case I needed one during the night. I wouldn't recommend it.