“Hotel muito bom. Café da manhã maravilhoso e hotel em frente al mar. Quartos cômodos.”

“My friends and I booked this place for 2 nights. Upon arrival, it was clear that this place didn't value cleanliness. I knew from the photos that this place wasn't going to be luxurious but I at least expected it to be clean. The sheets felt gross, the windows were so dirty you could barely see out of them, the bathrooms had mildew/mold and the room had a disgusting feeling in general. We decided to make the best of it anyway since we were only in San Andres for 2 nights. Our first night there, we were awoken by an extremely loud and violent drunk man who was screaming at his girlfriend/wife and ultimately ended up HITTING her. We heard things being thrown and glass breaking. We later learned that he completely trashed the room. They were staying in the room right next to ours so we heard everything. We called downstairs to let them know what has happening and nobody came up. The drunk sorry excuse for a man eventually left but returned a few hours later. He continued to scream and belittle his partner and we called downstairs again. To my knowledge, nobody came up but the hotel says otherwise. But can you really trust these liars? I never heard hotel staff or security but the man did leave after about 20 minutes of screaming and cussing.A few hours later, HE CAME BACK and continued the verbal abuse towards his partner. We called downstairs two more times and they said the police were going to be called. I never heard the police come up but after several minutes, the screaming ended. He either left or passed out since the last attack happened at around 7am.Needless to say, we got no sleep that night. We were scared, we felt unsafe. Not only because this violent man was screaming and causing physical damage right next to us (let's also keep in mind the hotel doors are very flimsy and old- nothing like the industrial strength doors we are used to here in the US) but also because the hotel did nothing to make sure we were okay and out of harm's way. They didn't have the man taken away either by management, security or the police.My friends and I decided we could not stay another night and moved to a different hotel. We spoke with an older woman with short hair as well as another gentleman who were supposedly management. After some back and forth, they agreed to refund us the one night we didn't stay. It is now a month and a half later and the booking site we used has told us that they have reached out to the hotel several times and they are refusing to refund us. I called the hotel myself and the woman remembered exactly who we were and asked us to send an email so they could make sure to refund us. Our booking site just informed us that they are still refusing the refund.We were extremely kind to the hotel staff despite their awful customer service to us and the complete disregard for our safety. We only asked to be refunded for the night we didn't stay as opposed to our entire stay. We found out during our conversation with the 2 hotel employees that they didn't even kick the violent man out! They gave him a new room after he trashed the one he was staying in. How could we feel comfortable knowing this type of person was still in the vicinity?? I know we did the right thing in leaving but we are surprised at the way we were treated and how little they cared about the safety of their guests. What if this man had a gun? What if he had busted in to our room in his drunken stupor?? So many things could have gone wrong and they had PLENTY of opportunities to take control of the situation and ensure our safety. This hotel cares nothing about their guests' safety and even less about women's safety. And to make it worse, they did not even keep their word about issuing us a refund. The worst customer service and horrible business practices. Stay away from this hotel. Absolutely nothing positive about it.”