Kilombo Villas & Spa

The rain made it impossible to enjoy the property. The access road was flooded and unpaved, and it damaged my car. Mosquitoes were everywhere when we arrived, so we couldn’t sit outside or use the amenities. The pool was dirty, and the hot tub in our room was uncovered, full of mosquitoes, and hadn’t been cleaned before we arrived. The room was large, but the AC didn’t cool it properly because of its size. We spent less than an hour in the room before giving up on the stay because the weather was so bad. We asked if our booking could be turned into credit, especially since the hotel wasn’t full. They said we could stay in the room and watch TV all day to “disconnect.” I understand there was a cancellation policy and that credit would have been a goodwill gesture. What made the experience so awful was the manager’s attitude. She was rude, showed no empathy, and walked away while we were still talking. The manager and front desk staff showed no care or hospitality about what we were dealing with. At checkout, they asked us to wait while they checked whether we’d taken anything from the minibar. That felt absurdly disrespectful after we’d essentially given them BRL 3,000. I wouldn’t have written this if they’d treated us better. It was one of the worst interactions we’ve had with hotel staff, especially at a place that presents itself as a premium experience.