Pestana Angra Beach Bungalows, Angra dos Reis

We are are a Franco-Colombian couple living in Rio de Janeiro and decided to take a weekend off with our family that had just arrived from France, our Travel agency suggest Pestana Angra for the wonderful scenery and view which we totally agree; she gave us the best bungalows of the resort (#1 and #2) We told them we were two couples and a single, we called the Hotel 4 hours before to let them now we were on the way, however when we arrived we found only one bungalow with double bed and the other one three single beds. The jacuzzi on the terrace was dirty, the sofa was with bugs, there was only one lamp however without light, also,no lights in the terrace. We tried to call the "24 hours" desk front, however no answer. We tried to call again the front desk from 6:30 am to 7:30am to get some natural water for the baby... no one there! We went to the restaurant and found out that receptionist only arrive at 8:00am. Breakfast was fine, service was poor. All day long, we asked for double linen and double cover since double bed was impossible but, their final answer after 5 times they were supposed to bring it was "Sorry we don't provided it". Lunch : we asked for raw T-Bones. They were not french but frozen. I'm sorry but defrosted raw meal is disgusting, so we asked to changed it for the only fresh meat they had. Before the dinner, we were on the terrace and my brother hurt himself when a part of the deck broke due to lack of maintenance. We called the reception and no manager came, they only sent a nurse. We demanded to speak to the manager of the resort and the food and beverage manager came. We had the following explanation : - "We are not really the Pestana because we only only bought it one month and twenty days ago" - "It's the Murphy's law, it happens" - "It could be worst, your brother wasn't carrying the baby, it was not your wife who is pregnant neither your parents (they are over 60) - "I can not do anything, I am only the food and beverage manager" During the day was difficult to get towel's beach, we have to wait for least 3 hours. The beach is beautiful, we wanted to go snorkelling, however they don't have any mask for rent only for sale and it cost 100 reais (average cost 20 reais) Before we left, we met the front desk manager who had other explanations: - "It could happen in any hotel, " not matter the starts" - "The bungalow in the front of the sea : the wood is wet" - "Because of the wind the bulbs are not working" - "I can not do anything, the general manager is not here : he is not working during the weekend" So, after paying 2000€ for 2 nights, we decided to get in touch with the general manager... We are still waiting for his phone call.