Guest House Ilha Tropical

cleaness was ok, the place is safe

I am writing to formally dispute the charge for my reservation from 4 to 5September. On 4 September, I made a genuine and considerable effort to locate the property. Unfortunately, the location provided was extremely difficult to find, and there was no telephone number or effective means of contacting the property for assistance. I spent approximately two hours travelling by taxi trying to locate the property, eventually finding it late at night. Even after reaching the property, I was unable to access the accommodation. I knocked on the door and repeatedly rang the bell, but there was no response from anyone at the property. I had no reasonable option but to find alternative accommodation and pay for another hotel that night. The following morning, I returned to the property, further demonstrating that I had made every reasonable effort to use the accommodation I had booked. However, due to the lack of access and the failure of the property to provide any assistance or respond when I arrived, I was effectively prevented from using the reservation. Under these circumstances, treating this as a simple “no-show” and charging me for the stay is unfair and unacceptable. I did not voluntarily choose to abandon the reservation. I travelled to the property, spent significant time and money attempting to locate it, arrived at the premises, and made repeated attempts to gain access. The failure was on the property’s side because there was no effective way to contact anyone and nobody responded when I arrived. I therefore request that the full charge for the unused accommodation be refunded. I believe this is a reasonable resolution given the circumstances and the fact that I was unable to receive the service I paid for. Please review the circumstances carefully rather than treating this as a standard cancellation or no-show. I would also appreciate confirmation that the charge has been reversed and that no penalty will be applied to my reservation.