Pousada Maturi Centro

I travelled with my husband and daughter, and felt completely misled. They sent me photos of the room, but what we found was different. There weren’t even covers for the electrical outlets. The floor under both beds was covered in dust, there was hair in the bathroom sink drain, and the bedsheet was torn. The mattress was so worn down that I could feel the springs against my back, and the pillows were very old. The parking area is tiny. When we arrived there was no space, so they paid for us to park somewhere else. Cleanliness is the bare minimum, and I was disgusted by this guesthouse. Never again.

We had booked two nights, but my friend had an allergic reaction to the dampness in the room, so we asked to have one night refunded and move elsewhere. We’d bought two breakfasts when we arrived, but in the morning there was nobody around to tell us how to get breakfast, so we went to a café nearby instead. We also asked for the cost of four breakfasts back and still haven’t received it. The service was awful, communication was really difficult, and I wouldn’t recommend staying here.

The inn is well located, and the rooms are cozy. I have no complaints about the facilities themselves. The problem was the poor communication between staff. We had booked breakfast a day ahead, but when we got up the next morning, we weren’t allowed into the other inn they also own. The employee there said nobody had told her about our breakfast reservation, so there was no breakfast for us. We were with three children and had to find somewhere else ourselves. The inn didn’t even apologize for the inconvenience caused by their communication mistake.

I booked one night through Booking in October for a December stay. Last Thursday, the inn messaged to say they’d tried charging my card and it hadn’t worked, and that I had 24 hours to pay or lose the reservation. That seemed odd: the card had available credit, was enabled for online and international purchases, and had worked normally for another Booking reservation. I also would have received a notification if a charge had failed, but there was none. I tried again and the booking still showed as confirmed. I messaged the inn, filed a complaint on Reclame Aqui, and even offered to pay by Pix, but got no reply. Two days later, they cancelled the booking, again saying the payment problem was mine. I found out through Booking that this is apparently common when demand is high and current prices are above what guests paid when they first booked. I considered making a new reservation at the current price and taking legal action to recover the difference, but decided against it. This inn isn’t worth the effort when I just want a peaceful holiday.