I had accidentally booked a double room for “one person” (for a couple). My girlfriend joined later after initially checking in, but was not allowed into the hotel by the security guard who could not have known of the booking error. After discussing/explaining the situation, I asked to change rooms or upgrade the room to two people given the error I made when booking - the front desk said that under no circumstances would she be allowed to stay at the hotel, as “visitors were not allowed”, I explained the situation again, but the front desk persisted. After we finally spoke to the manager a few hours later after grabbing dinner (as he was unavailable), he insincerely apologized and informed us that, his earlier team was mistaken, that it wasn’t an issue as I had informed him that she was going to be arriving later. We believe the front desk discriminated against us and insinuated that she was a h*****, by not allowing her entry in the hotel. To use the word angry to describe how they made us feel is beyond an understatement.
By the time the manager explained the mistake his colleagues made, the damage was done, my partner was beyond upset, and we did not feel safe in this hotel. We ended up staying just next door (somewhere I would actually recommend)
What was supposed to be the end to our incredible week in Rio turned into us being treated like filth, and being demeaned by the staff of this property - absolutely disgusting behaviour of the staff. Please do not stay here!!!