Neves Hotel

On September 25, 2026, we made an online reservation through Booking.com and arrived at the hotel around 6 PM, after a road trip. We were quite tired and our intention was simply to rest and sleep. After settling into the room and starting to sleep, we were woken up by excessive noise coming from the next room, with loud conversations, laughter, and singing. We tried to rest again, but the noise persisted. We contacted the reception by phone for the first time. The receptionist informed that he would ask the guests to lower the noise, but nothing changed. We called a second time and received the same information, but again no effective action was taken. On the third call, the receptionist himself informed that he could do nothing. Given the impossibility of resting and considering that we had already tried to resolve the situation cordially several times, I informed that we would need to leave the hotel. The response received was extremely inadequate for professional service, with the receptionist saying, in a tone of complete disinterest, that we could leave and that "it doesn't matter to him." We went down to the reception and requested the cancellation of the stay and the refund of the amount related to the day that would not be used. Again, we were treated in an extremely rude manner and without any willingness to solve the situation. The value of the unused daily rate was not refunded, under the justification that the reservation was made with a non-refundable cancellation policy. It is important to point out that this was not the first experience we had with problems related to noise and inadequate service from the reception of this hotel. However, given what happened, this was definitely the last time we will opt to stay at the place. The result was that, around 9:30 PM, we had to leave the room and look for another hotel, incurring a new accommodation cost, simply to get the rest we expected when booking this establishment. I understand that noisy situations can eventually happen in any hotel. What I consider inadmissible, however, is the lack of action after several complaints and, mainly, the disrespectful and indifferent attitude of the reception staff in the face of a problem that directly affected the guests' rest. At a minimum, an effective attempt to solve the problem and respectful service was expected. Unfortunately, that is not what happened.

Bad reception service. I have high blood pressure, cardiomyopathy and angina. Yesterday, on 07/04/2025, the late afternoon receptionist who leaves at 7pm, annoyed me so much that she gave a heart arrhythmia. I have surgery and take 10 compresses a day. I tried to talk about my health condition, but cels was extremely poorly educated!!!