Hi Isabel, I'm so sorry to hear about your experience with us. We always strive to provide the best service possible for all of our guests without exception. I am quite surprised my manager acted this way as she is normally very professional and respectful when it comes to taking care of our guests. I agree that any disrespectful behavior is out of the question for any reason. I will definitely check in with her about it the next chance I get, and make all provisions so that this never happens again. It is also very unusual that there was no soap, towel or TP in the bathroom when you arrived, as we generally stock everything prior to guests arrival, and we are normally on point about this. I will bring this up in my next meeting with my team as well, as it may have been an unintended oversight.
As a sign of our appreciation and apology, I will notify AirBnb to instruct them to refund 50% of your cost of your stay with us. Please give us up to two weeks to complete this fully.
If you ever return to Alto Paraiso at any time, you are welcome to message me directly and I will have a special gift for you and also do my best to ensure you have a stellar experience with whomever you stay with in the Chapada.
Best Wishes to you and hopefully you will have a chance to experience other great regions of Brazil as well! (Even though I believe that Alto is the best!)
I thank you too for your generosity and understanding with your response to this situation,
All the Best,