Crisol Tres Pastorinhos

The receptionists Stefanny and Henrique were lovely and accommodating. The buffet was good, and the location and room price both worked well for us. The amenities could use some updating, though they were fine for an overnight stay since we were out all day and only came back to sleep.

The staff's handling of our broken air conditioner was the worst part. At 25 degrees celsius, it was making noise but blowing no air. We asked at 11pm, and the receptionist said the hotel was full but promised a new room if it still wasn't fixed by midnight. When we called after 12, the next receptionist seemed to know nothing and left us hanging. The first person hadn't passed the issue on. After we pushed the new staff about it, we finally got another room with a newer, working AC around 1am. The mattresses were worn out, and most rooms looked old and in need of renovation. There were no glasses or facial tissues, and the hotel still uses physical keys. When we asked about the missing glasses, staff said they worried guests might cut themselves on glassware. That's a bizarre excuse, or a very strange thing for the owner to have staff believe. It's about a five minute walk to the Sanctuary of Our Lady of Fátima, and there are crosses on the room walls. Otherwise, the place felt like a rundown motel from the 1980s, with no amenities. A working air conditioner seems like a basic need when it's above 25 degrees celsius.

They canceled our paid booking after messaging to ask whether I would cancel because they were closing for three months. I refused, since canceling myself would have meant losing the refund under their policy. They later canceled the reservation themselves, but I still haven't received a refund. Then I got a notice saying my reservation had been successfully canceled and that cancellation fees might be deducted from the amount paid, even though I'd paid the full amount. Disgusting behavior. It's frustrating that you can't post a review before staying, so other people can't see what they've done to me and others. Please don't book here.

The room was clean, and the hotel was really nice, especially because it’s so close to Sanctuario. The receptionist was great too.