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Unfortunately, my stay at Ouril Mindelo was disappointing. Upon arrival, the hotel could not locate my reservation, and I had to wait approximately one hour before the issue was resolved. I had specifically booked and paid extra for a suite with a private pool/jacuzzi, as this was the main reason I chose this room. At check-in, I was told the pool would be filled and ready within an hour. When I returned several hours later, it was still empty. Eventually, I was informed that there was a problem with the pump and that it would take several more hours to fix. As a result, I was never able to use the private pool that I had paid a premium for. What disappointed me the most was that no comparable room was offered, nor was there any meaningful attempt to resolve the situation. When guests pay extra for premium amenities, they should either be available as advertised or an appropriate alternative should be provided. The staff were polite, but the handling of the situation fell well below expectations. I also requested financial compensation, as I paid for a room with facilities that I never had the opportunity to use. I hope the hotel improves its procedures so that future guests do not experience the same disappointment.