Stilus Hotel - Adults Only

My partner and I booked a suite through booking.com after the photos made the place look calm and showed breakfast. We knew it wouldn't be luxurious. We arrived around 17:40-18:00, and the attendant Vânia showed us two room options. We bought a bag of ice for our cooler because there was no minibar in the room, which was fine by itself. The room was smelly and poorly cleaned. The floor was dirty, the tablecloth was stained, and the blanket smelled stored away and used, without proper cleaning. The whole setup felt run-down and unhygienic. We didn't use anything in the room. We only sat on the bed while looking for another hotel because the smell was bothering us. When I went downstairs to speak with Vânia, she first said she couldn't refund the stay because we'd entered the room to look around. I politely explained that I knew about Article 49 of the consumer protection code, which says a consumer may cancel within seven days when a service is contracted outside the business, including online. I have proof that I booked online. Vânia was rude and very impolite. I suggested that at least the unused hours be refunded, minus the ice we'd bought there. She stayed rude and sarcastically said she'd only return R$25.00 because that day's stay was R$95.00, even though our daily rate was R$120.00. That price seemed completely out of line for the service. Please don't be fooled by the photos or go near this hotel. The service and facilities are poor, and dealing with that rude attendant was embarrassing. I've worked with the public for years and tried to be understanding and polite, but nobody deserves to be treated disrespectfully.

My boyfriend and I arrived tired from a trip. We hadn't planned to stay in Santos, but our return got very late, so I booked a room here. We got there at midnight and there was NOBODY at reception. We waited nearly an hour and a half, clapped, knocked on the gate, and called, but nobody came. Luckily, we found another nearby hotel called CARÍCIA. It was very good, affordable, with a nice room and excellent service. As for this place, terrible. Don't go!

The breakfast was great, and the reception service was very good. For the price, the hotel is still decent value, even though it badly needs renovation. The cleanliness and location left a lot to be desired.

The service was great, and I'd come back. But the building and the room's condition were disappointing, and it didn't look like the photos.