I booked the hotel for my family and asked for a late checkout (until 3.30pm) - the employee explained they would charge me for 1/2 day, and I agreed to pay for it. Two days before my check in date I receive an email saying late check out wouldn’t be available as they have booked another family to stay in the same room. I am traveling with young children during a pandemic and wanted to have the peace of mind we could use the room until 3:30pm when we would leave to Guarulhos airport, and would have gladly paid for that. The booking and reservations team was unprofessional and inefficient and I am extremely disappointed. I have found a better option with more professional and transparent communication. I will not be booking Transamerica hotels in the future.
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