My husband and I headed to the “Pousada des Roches”in Itaipava, Rio de Janeiro, Brazil, after a careful search for a perfect secluded and classy headaway. Sure enough, the hotel is located in a beautiful valley, where nature is dressed in an exhilarating fashion. Our room was nicely furnished and the toiletries, as actually announced in the hotel site, of well-picked quality. After a late lazy lunch, we napped and as we woke up to shower and get ready for dinner, we had the unplesant surprise of not having hot running water in our bathroom. To make matters worse, the phone was broken and the only way to reach the reception was to go there to place our complaint. Nevertheless, it all came to a nice end: the hotel staff was quick in relocating us in a different room, acting quite apologeticcally as required in such a situation. Minutes later, the hotel owner himself made a point of calling us to see what could be done in order to repair the inconveniencies that had been inflicted on us by hazard. He suggested that our rate for that day not to be charged and we thought that was fair enough. The stay was not exactly what we had in mind, but I am sure returning to a place that keeps such high standards of service and makes a point of addressing problems that may come up unexpectably.