2/10 Terrible
Vishal
15 Nov 2025
Disliked: Staff & service
Our trip to São Luís was unexpectedly interrupted after the airline cancelled our flight, making it impossible for us to fly to Brazil and arrive on the date of our reservation.
As soon as we learned we wouldn’t be able to make it, we tried calling the hotel several times, but couldn’t reach anyone. Hotels.com also spent over a day attempting to contact the property on our behalf, without any success.
After check-in time, we were informed that the hotel did not authorize any flexibility — no date change, no credit, no acknowledgment of the situation — and we were charged the full amount. We fully understand that our booking was non-refundable, and we weren’t expecting special treatment — just a bit of empathy or basic customer support.
What left us most disappointed wasn’t the policy itself, but the complete lack of communication. We genuinely tried to sort things out, and all attempts (ours and Hotels.com’s) went unanswered.
We still plan to visit São Luís soon, but after this experience, we’ll definitely be staying somewhere else — ideally somewhere that shows at least a minimum level of customer service and consideration for guests dealing with unexpected travel issues.
Vishal
Stayed 2 nights in Nov 2025