Guest User
February 9, 2024
As a loyal customer, I always went to the Santos train twice a year. Now this time when I arrived, they made a mistake with my booking and blamed me, the guest, for their mistake. The admin lady, think her name is Patricia if I remember correctly, started getting extremely rude. I booked a single room and she she said that I should pay now for a twin room as the single room was not available. I told her that I was not prepared to pay for a twin room as my booking was made for a single room. She asked me if I wanted to stay for free in a twin room and that I will have to pay for the twin room now. After an arguement they offered me a single room as requested initially They never even offered half an apology. In the end after was so upset that I decided to cancel my whole booking and demanded a refund to book accomodation somewhere else. They spoiled my whole vacation with their toxic behaviour. I am very dissapointed and will never return to Santos Express again.