Pousadaer i Ilhabela

"I have never regretted making a booking more than this one. When we first arrived we were shown a room with no functioning air conditioning, in a questionable state of repair and a bed that was just horrible, when we complained about the situation were shown a room that smelled like mold with ants all over and same horrid bed the staff tried to pass this of as an upgrade, the hotel staff then proceeded to send us to a room where again we had fault air con, toilet could only flush once every 40-50 minutes, shower water was brown, water taps in the bathroom weren’t working and of course ants again everywhere. We asked for a refund so we could go another place, but was refused. In the end the room was so bad we decided to go somewhere else and just pay that ourselves to get away from there. At 120 euro per night we did not expect supreme luxury but we did expect a clean well kept room with a decent bed. We subsequently raised the issue with hotels.com, and the hotel proceeded to lie about the the interaction claiming they had offered an upgrade we refused, despite having taken the “upgrade” and finding it in possibly even worse condition than the first room. We ended up talking to locals during our stay who confirmed that the place wasn’t what is used to be. Should this happen to you don’t expect much help from hotels.com."