Mercure Vitoria Hotel

Hello, This is my third email about my complaint, and I'm dismayed that the responses so far have been completely unacceptable. We traveled 9,000 km for a unique, special event, but the stay was a huge disappointment because of inadequate cleanliness, negligence, no air conditioning, water shortages, and other unacceptable conditions. The whole stay from the 19th to the 25th was affected, and I still firmly request a full refund. Under the Brazilian Consumer Protection Code (Law No. 8.078/1990), consumers have fundamental rights to clear and adequate information about products and services (Article 6, III), protection from misleading advertising and abusive commercial practices (Article 6, IV), and access to quality public and private services (Article 6, X). The lack of response is making this worse. The fewer answers I get, the more messages I will send, which will only further show the lack of professionalism and failure to meet your duty to customers. Every day without a resolution also strengthens your liability. I now need a clear, definitive response so I can decide what steps to take next. Bourragne Anthony 🏨 Rooms affected: 501 (A + B) and 403

The shower had a huge flow of water, but it ran all over the floor because the door didn't seal. That was the only good point I found. On arrival, the elevator door at the sidewalk wouldn't open and looked more or less rusted out. In the room, the bedding and curtains had dirty marks, the bedside light had no bulb, the kitchen sink wouldn't drain, and part of the door lock was missing. There's a nice new hob, but no pots to cook with. I've stayed in hotels internationally for work, and even the hotels in Angola are better. This was absolutely the worst hotel I've ever stayed in. I could go on, but I think you get the picture. Just book somewhere else, this place is horrible.

The staff were friendly and helpful, and breakfast was very good. The area has plenty of bars and restaurants nearby, which is handy if that's where you want to stay, but the noise makes it a poor place to rest. It's an okay, typical three-star hotel. The bed sheets and carpet are old, there were some stains on the curtains, and it wasn't very clean. Still, everything worked well for us.

Great place to stay, close to bars and restaurants.