Entre Ruas Apartments

Great place

I am writing to you as someone with years of experience working in the hospitality industry, serving in roles such as Front-Office Manager and Hotel Manager. I would like to make a serious recommendation regarding your hotel's overall management and customer service strategy, as my recent experience at Fiori-Apartments Hotel has been completely unsatisfactory. Firstly, I was assigned the wrong apartment that did not match the reservation I had made. Despite requesting an immediate change after check-in, I was falsely informed that the apartment assigned was the correct one. This lack of transparency reflects poor and unprofessional management. A day later, upon persisting with my request, the error was recognized and the change of apartment was allowed. However, this new space was not clean and had clearly been occupied the night before, indicating an overbooking of the hotel and a lack of effective management. Furthermore, the failure to deliver the key to the new apartment to our room and the need to collect it from reception do not meet the expected service standards. Furthermore, the new apartment did not meet the specifications promised in the Booking reservation, since it did not have the advertised 60 square meters. Another unfortunate incident was the failure to deliver breakfast to the room on the first day, and upon request, only one breakfast was provided for one person, even though there were two of us. During our stay, we were forced to visit the reception nine times in just two days as queries via WhatsApp went unanswered and there was no phone in the room, which is unacceptable. The change of apartment also resulted in the loss of Internet connection, despite having previously reported the importance of this connection for my work. Although we were assured that the problem would be resolved, internet access was not restored until our departure, and WhatsApp queries received no response. Additionally, we found a cockroach in the kitchen cabinets in the new apartment, an unacceptable and hygienically worrying experience. The additional fee for room cleaning and the fact that the toilet tank was constantly running are further examples of lack of attention to detail and poor management. Despite promises of a pool view, this did not come true, and the power outlets in the room did not work properly. As for cleanliness, although superficially acceptable, the presence of a bottle cap under the bed suggests that cleaning is not complete or thorough. In summary, my experience at the Fiori-Apartments Hotel has been disastrous, marked by poor service, management errors and a failure to fulfill the promises made in the reservation. I urge you to take a hard look at your practices and reconsider your approach to ensure a more positive experience for future guests.