FAA Rentals 31 de Janeiro

We stayed for two weeks and liked the small, clean, fully equipped bedsit, about 30 square metres. Its location was great, between the old town, zona velha, and the central Catedral and promenade areas, around a 10-minute walk either way. After a week, staff cleaned the flat and replaced the bedding and towels, which was very nice. The washing machine and tumble dryer downstairs by the entrance were good. We'd stay again. Most of our problems were in the shower room. The walk-in shower was large, but the shower head needed replacing, the door wouldn't close fully, and the drain was so slow that after a minute we were standing in dirty water, and after two minutes the tray overflowed into the main area. The plastic toilet seat was loose, and the extractor fan didn't seem to do anything. The flat's cupboards and wardrobes had no outside handles, which was fine, but the shower room door had no outside handle either, so you couldn't pull it shut. Its bottom hinge had come loose, and it stuck open about two centimetres from closing. That wasn't a major issue except at night and early morning, when a strong drain smell from the shower room spread to the bed, which was very close by. Not pleasant. A maintenance person could fix all this in a day. The bed was okay, but all the pillows were lumpy and uncomfortable.

Our nine-night booking turned into a miserable stay. The earliest check-in I've ever encountered was 4pm, and after our flight arrived at 8am, we had asked whether we could get in earlier or at least leave our luggage. Neither was possible, so we waited in the streets until 4. When we arrived, the keys weren't where they were supposed to be and the room wasn't ready. We were told they didn't know when it would be ready and that cleaning staff were responsible. The cleaners arrived after us, around 4:10, and started on other rooms. I called five times and still got no update after an hour and a half. Eventually the cleaning staff gave us the key. The photos I attached show what we found: the floor hadn't been wiped, with bread crumbs and pigeon feathers; the kitchen had coffee and liquid stains; the bathroom had hair, yellow marks around the toilet, and a terrible smell. The toilet door was right by the head of the bed, and even closed, the smell like a public bathroom filled the room all night. Joana, who was responsible for our room, said there was nothing she could do and laughed throughout, as if she didn't understand how serious it was. She assured me the cleaners would take care of it the next day while we were out from 10am to 8pm, but nobody had come in, not even to clean the toilet. I had to buy cleaning products so I could use the bathroom. The hotel's reply to our complaint on Booking.com said we had been rude to staff, which wasn't true. Even while trying to speak by phone and hearing them laugh, I thanked them for understanding and their customer service before hanging up. They also claimed we had been kept updated about the room, though Joana kept saying she didn't know when it would be ready because the cleaning crew weren't answering her calls. She never called back to say it was ready. We got the keys from the cleaners, as I said. Three days later, when cleaners came to "pass" the place, they took photos as proof they'd been there, as if to prevent us from contradicting them. A Garmin watch worth 300€ was taken along with the sheets. I searched the room on my way back, then fortunately found the laundry bag downstairs in reception. I used the search function and found the watch vibrating inside the laundry sheets. I'm glad I found it before it went into a washing machine. I wonder if any hotel manager would stay in a dirty room like that. Hygiene matters most. They demand prepayment for the entire stay, yet showed no respect for the customer or willingness to fix things. If I'd known, I wouldn't have even walked past the hotel. It ruined the mood and our vacation, and I wouldn't recommend staying there.

The apartment was bright, modern, and airy, with a large balcony, comfy outdoor furniture, and a dining table with four good chairs. All the Bosch appliances were in lovely condition, and everything was spotless when we arrived. Some maintenance was needed, but after we reported it, those things were dealt with. We are staying for three weeks and don't want to live out of suitcases, so the lack of drawer space is a letdown. The kitchen is also short on equipment: no saucepans, roasting dishes, or salad bowl, and just two coffee mugs. We reported that but didn't get a reply. With a little improvement, this would be five stars.

The location was ideal for exploring the city, and our room was spacious, spotless, and had a great view. We had a wonderful stay.