Pousada Baia Das Conchas

The location is excellent, the inn is comfortable, breakfast is good, and the receptionists are excellent. I was there with my daughters for five days, starting January 12. This was already my sixth stay, and I chose it for a week with them, paying by Pix. I won’t return now, though, because of the way manager Natália treated me. We lost power on three of those five days. I emailed her because she isn’t usually there in person, and she replied as if I should expect poor treatment because I’d chosen an inn rather than a five-star hotel. Why should staying at an inn mean a guest can’t expect to be treated well? That comment belittled both me and the place she works. When I went to pay for the chairs and umbrella I had rented, the man told me everything was settled and I didn’t need to pay. I hope that kindness was offered to everyone affected by the disruption. It would have been a more appropriate way to respond to me by email too, perhaps acknowledging the issue and offering the chairs as an apology or a discount on a future stay. Those are small gestures a good professional could have made. I won’t recommend the inn anymore, and next time I’ll choose somewhere else or a five-star hotel. A customer should never be looked down on.

We stayed for a weekend, arriving late Friday afternoon and leaving a little before lunch on Sunday since checkout is by 11 a.m. The rooms are spacious, the showers are good, and it’s quiet. The liquid soaps are great too. Breakfast is simple but does the job well. There are two small pools that work well for kids. It’s not right on the beach, but you can walk to Santa Rita and Enseada beaches, both good for children. I’d choose Enseada, where there are more people and better services. The location is good overall. There’s no kitchen at the inn, so you’ll need nearby restaurants for lunch and dinner. We recommend Varanda, which is close but requires a car. Worth it.

I arrived at 7 a.m. only to leave my suitcase at reception. I didn’t use a room, bathroom, breakfast, or any other facility. I had to pay for two nights in advance, without being shown a formal contract or given a clear explanation of the cancellation and refund policies. Right after leaving my bag, I had a family medical emergency and had to return to São Paulo immediately. The attendant Marcelo contacted the manager, who wasn’t there. I asked to speak with her by phone and explain what had happened, but she refused to talk to me. Even though it was an emergency and I hadn’t used any services, they denied the cancellation. I offered to pay for one night as compensation in good faith, but they still charged me for both nights in full. I understand that there may be internal policies, but there was a lack of empathy, clear information, and willingness to talk through an emergency. The experience was marked by a lack of flexibility and compassion.

I paid in advance for two nights, then had an unexpected problem four hours after arriving and had to leave. I offered a fair arrangement so neither side would lose out, even though I’d barely used what I paid for, but they wouldn’t refund a single real. What a rip-off. I’m filing a complaint with Procon, and I’m NEVER coming back. Be careful, everyone.