We reserved a queen bed room and arrived early. We checked in and were told we would get a call when the room was ready. We never received a call. When we went to check in hours later, we were told there were no queen beds available and we were being UPGRADED to double beds. This is not an upgrade for a couple on a NY vacation. Bad enough to not have our room, but ridiculous to call it an upgrade. No explanation was given for why we were never called and why the room we reserved was not reserved for us when we had checked in hours prior to normal check in time. We were told there were no queen bed rooms left, we would have to take the double beds and see if anything opened up the next night or go to another hotel. We asked to talk to the manager and was told she would come out. We waited, she never came out to talk to us or give any explanation. We were finally given a room with a queen bed - after the clerk had said there were no queen rooms left. The hotel is nice and clean, good location, doormen are great and helpful, but the reservation process is shady to take reservations and then to try to give you a different room when you arrive.

I didi the reservation via booking.com and when I did the check in they asked me for my credit card. I said that I would pay in cash because using my credit card I would have a lots of tax. They said I would need just for segurity. When I did the check out I paid in cash and few days latter when I look at my credit card bill I saw two charges of the amount 400,36 BRL and 3.434,49 BRL whicht means around 900 US dollars. Imideatily I call to the hotel, I send so many emails and no answers at all so far. I don´t recomend no one stay at this hotel. This is so stupid from them. Still waiting for my money back at my credit card.