Pousada Souza Reis

I’m demanding an urgent resolution to the disputed charge involving Booking.com and Pousada Souza Reis in São Thomé das Letras. I stayed at Pousada Souza Reis on the planned dates, so I don’t see a valid reason for either party to charge me a cancellation fee. On August 5, I made reservation 5941860710 for August 16 to 19, for R$ 800. Half was charged to my credit card at booking, with the rest due automatically after nine days. On August 14, that second payment attempt failed for a reason I still don’t know, and the reservation was automatically cancelled. I was told the amount already paid would be refunded within 7 to 12 calendar days. I then immediately made another booking under my husband’s CPF, reservation 5932178834, because I believed Booking’s refund notice and wanted to avoid further problems. I only made that second booking because Booking had promised a refund. Now I’m caught between the two: Pousada Souza Reis says it won’t return anything because Booking didn’t pass on the money, while Booking says the inn won’t approve the refund. The cancellation was automatic after a payment system failure, I did use the inn’s services, and Booking itself notified me that a refund was coming. This isn’t my mistake, yet I feel I’m being wronged by both sides. I’ve tried contacting the inn, but they don’t answer my calls or messages.

Marlene made our stay feel like home. She was so thoughtful, came in at 5 a.m. just to welcome us, and checked every day to see if everything was okay or if we needed anything. The inn itself has a wonderful view and a calm, welcoming atmosphere. We were very happy with our stay, highly recommend it, and will definitely return.

Be careful when booking. Booking cancelled our reservation without our choosing to cancel, and even after we booked again, they still don’t want to return our money. I really wanted to sort this out simply, but Marlene doesn’t seem interested.

Cris made us feel so welcome after a manager’s mistake at another inn led us to stay at Pousada Souza Reis instead. The rooms were spotless and neatly arranged, everything looked new, and the bed and bath linens were immaculate. It’s quiet but close to everything, with a perfect location and delicious breakfast. Mariana was always sweet and greeted us with a smile. We had an amazing stay, recommend it, and will be back soon.