Apê Brás - Shopping Plaza Polo

We paid a high price for the stay and parking, but the place didn't provide even the basics. At check-in, a group was making a lot of noise in reception. When a guest complained, the attendant was rude and completely unprepared. It already felt disorganized and unprofessional. Our first room, nº 26, looked like it had a decent setup, but when we lay down we saw that the bed was broken, with crooked legs and nearly falling apart. We asked to change rooms. In the replacement, they tried to fix it by removing the bed base's legs and putting it directly on the floor. The mattress was awful and sagged completely in the middle. We couldn't rest, and had a terrible night. There were plenty of other problems too. The shower kept switching between extremely hot and extremely cold water, making it uncomfortable and dangerous. Some lights were burned out, the walls were dirty and stained, and the strong smell of Qboa was unpleasant. Water leaked from the shower area across the bathroom and into the room. There was no bedroom window. The only positive there was the air conditioning, which was essential because there was no ventilation. The whole experience was frustrating and far below any acceptable standard. I don't recommend it. The attached photos show what I found during the stay.

We had a terrible experience and asked for a refund. Of the three days, we managed to stay only one. When we arrived, we complained about the dirt and were moved to another room. That room had feces marks on the walls, a very small window, and smelled filthy.

The location was great, especially for shopping in Brás and even at 25 de Março. We had plenty of room for our family of five, the place was comfortable, breakfast was very good, and parking was a great price at 45,00 a day. The cleaning wasn't very good, particularly in the shower area, and the lack of daily cleaning makes that worse. To make it perfect, they just need to offer cleaning and room service like other hotels.

With the blackout in the whole shopping center, we learned the hard way that there are no exit signs. The hotel and condominium lights went out completely, making it hard to find the emergency exit and leaving us very uncomfortable. We decided to find another hotel and requested an early checkout, cancellation, and a refund for the last night because of this safety problem. Thank you for understanding, and please confirm how this will be handled.