Cobranca INDEVIDA com proveitadorismo
Em réplica
São Paulo - SP
04/05/2026 às 14:13
ID: 247653317
To *****: I stayed at the afore mentioned hotel and I am indeed a smoker. However, I have been staying in hotels frequently for 22 years and I am aware of the smoking rules. At check-out, I was charged a fee of *****, which is incorrect. I couldn't dispute it because I was late for my flight. The issue is that I didn't smoke in the room, and if there is any smell, it's because I smoked in the outdoor areas where it's permitted, and the smell gets on my clothes. To be accused of this to such an extent, I want proof, and I want to know why the fire alarm wasn't triggered since you claim I smoked in the room. You're applying a fine solely for the smell and only 30 minutes before leaving the hotel?! I am informing you that this message is being sent to the ***** to block the payment until the end of this authoritarian dispute on the part of the hotel. Thank you in advance,
Compartilhe
Resposta da empresa
04/05/2026 às 16:32
Dear Mr. Smaili,
We fully understand your frustration and the inconvenience caused by the situation you described. Being unexpectedly charged USD 250 at check-out, particularly under the pressure of an upcoming flight, can certainly cause considerable stress and a sense of unfairness, especially when the guest has complied with the hotels smoking and conduct policies.
However, after carefully reviewing the information provided and the content of your complaint, it is important to clarify a fundamental point so that you may direct your dispute to the appropriate party.
This customer service channel is dedicated exclusively to Iberostar hotels in Brazil. The property mentioned in your report, Souma Lima Peru Hotel, is not part of our group and has no affiliation with any of our units. We conducted a thorough search in our database using your name and identification document and, as expected, found no record of any reservation or stay at our properties.
We sincerely regret that your travel experience was affected by this incident. We reaffirm that our commitment to hospitality remains absolute; however, in this case, we are unable to take any action, as our company is entirely unrelated to the matter described.
We wish you success in resolving this issue with the appropriate institution.
Best Regards,
Online Reputation Management
Iberostar Brazil
Réplica do consumidor
04/05/2026 às 16:45
Mas pelo que consta no google OFICIAL, voces operam ele (o hotel) em parceria com IGH HOTELS e voces constam como operadores.
Segue a menção do nome de voces publicamente no google, e em todo caso se realmente for constatado e nao for administrado por voces, me desculpo desde ja e aconselho a REMOÇÃO do nome de voces, relacionado ao hotel souma entao.
SEGUE ABAIXO TRECHO DO GOOGLE:
O SOUMA Hotel Lima, situado em Miraflores, é o primeiro hotel Vignette Collection da rede IHG Hotels & Resorts na América do Sul. Operado em parceria com a Iberostar Hotels & Resorts, o hotel de luxo, com previsão de abertura para março de 2025, faz parte do portfólio Luxury & Lifestyle da IHG. Ho InterContinental Ho... +2
Detalhes Principais:
Marca/Grupo: IHG Hotels & Resorts.
*** Operador: Iberostar Hotels & Resorts.
.......operado em parceria com a iberostar hotels....
veja o trecho do nome de voces.
Réplica do consumidor
04/05/2026 às 16:53
Pontos-chave: Operação: O hotel continua sob a gestão da Iberostar Hotels & Resorts, a mesma rede internacional que opera resorts no Brasil (Bahia e Praia do Forte).