My name is Fábio Alves, and I am experiencing a situation that has caused a great deal of trouble for me and my family. I have a reservation at the Hotel Ryan, located at: Av. Central, 128 - Centro, Balneário Camboriú - SC, 88330-666.
The purchase was made through Trip.com, and the reservation was for 4 guests: 2 adults and two 5-year-old twin children.
After the purchase and the voucher arriving in my email, I took the precaution of calling the hotel to verify that the reservation was indeed correct.
The reservation was confirmed, but to our surprise, upon arriving at the hotel this morning, November 29, 2025, we were informed that it could only accommodate 3 guests and that there would be an additional charge for another child...
The reservation and purchase code, which states "Standard Quadruple Room for 2 adults and 2 children," were passed on to Hotel Ryan.
We returned to the hotel at approximately 3:30 PM and were barred from entering the room. Our luggage was removed from the luggage storage and left next to the counter.
My children and I were in our swimsuits and had nowhere to change and resolve the problem.
The manager was extremely rude and ill-mannered, refusing to even argue about the prohibition of entry until the additional guest fee was paid.
The situation was awful and completely ruined the trip.
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