Square Design Hotel

The room cleanliness was poor, which made an already disappointing stay worse. We were charged 275USD per night above the confirmed rate. We reported the billing problem right away and were told it would be fixed, but it's now been over 5 weeks with no refund or useful update despite several follow-ups. Customer service was poor, and so was communication from the Manager.

The spa massage was the part that left me feeling uneasy. At checkout, there was confusion about what we owed. We paid, got some money back, left a tip, and went on our way. The next day, they asked us to come to the spa about a payment discrepancy. The manager showed us video of the exchange, including us handing over the money and getting some back. Even if they had charged us wrong, they could have used some of the generous tip we left. It wasn't our mistake, so we told them we'd paid and wouldn't pay more. Later, the hotel concierge brought up the spa discrepancy too. We said we'd already dealt with it and left, but the whole thing didn't sit right with me. We'd booked a queen bed for our honeymoon, but after they first claimed we were a day late, which we could disprove with our booking dates, we were told only twin beds were available. Every night we had to push them together to sleep as a married couple. At the time we were happy to be married and on our honeymoon, so it didn't seem awful, but looking back it was pretty crappy. The bathroom was also kind of gross, with little black flies and mold.

The front desk staff member Ruan Silva was rude and disrespectful. It was noisy all night because the hotel is on the main road, and my phone detected hidden cameras in the bathroom lights. Watch out, they have hidden cameras everywhere. We booked well in advance through the hotel's site, but they said the rooms were nonrefundable, even if we checked out a day early. There was also a dispute over incorrect reservation information in English, and they argued about why our reservation was in Portuguese. They are frauds. Don't trust them.

The food was cold, expensive, and terrible. If you're happy to pay 100 reais for breakfast, this is the place. The bathtub smelled like a sewer, and the mattress was dirty and had no cover. One of the worst hotels I've stayed in.