Yes, there is one stairway from floor 12 to the penthouse floor. That is no secret.
As a guest, when you arrive and when you leave, let me know, and I help you carry your luggage up one floor. When a guest arrives, this is normal procedure. But in this case, the airline had lost Lee's luggage. Thus 4 days into the stay they came unannounced and unexpectedly with the luggage through the door. They never asked for help. I only saw them when they walked into the door. They could have asked the door man to call via intercom.
Due to low water pressure, and Brazilian technology, the shower temperature is a bit tricky to adjust. Ask me and I explain. So far other guests managed to take their showers.
I appreciate the thanks for helping with luggage:
I did allow them to use my phone, for free, to talk to the airline company and the airport to solve the lost luggage problem.
I spent an hour on the phone, translating and doing damage control with an irate airport attendant, who threatened some serious retribution for the girls' rude ways of complaining about the luggage mishap.